Front Desk Manager

The Front Desk Manager leads and oversees the daily operations of the Front Office team.

Job Title: Front Desk Manager

Location: Royalton Blue Waters & Hideaway at Royalton Blue Waters, Falmouth, Trelawny
Department: Front Office
Reports to: Rooms Division Manager / General Manager

Job Summary:

The Front Desk Manager leads and oversees the daily operations of the Front Office team to ensure smooth, efficient service and exceptional guest experiences. This role manages guest relations, team performance, and operational standards for check-in/out and guest services.

Key Responsibilities:

• Manage daily front desk operations (check-in, check-out, reservations).
• Supervise and coach front office team members to meet service standards.
• Handle VIP guest services and resolve guest complaints professionally.
• Monitor room inventory, rates, and availability in collaboration with Revenue team.
• Maintain high levels of guest satisfaction and service quality.
• Conduct training for front desk staff on service protocols and systems.
• Ensure compliance with brand and safety standards.
• Prepare performance reports and manage departmental KPIs.

Requirements:

• 3+ years of front office or guest services management experience in hospitality.
• Strong leadership and team-building skills.
• Proficiency in hotel PMS (Opera or similar).
• Excellent communication, customer service, and problem-solving abilities.
• Flexible to work varied shifts, weekends, and holidays.
• Degree or diploma in Hospitality Management or related field preferred.