Front Desk Manager & Training Manager

The Front Desk Manager leads and oversees the daily operations of the Front Office team. The Training Manager is responsible for designing, coordinating, and delivering training programs to develop employee skills and enhance service quality across all departments.

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.

Job Title: Training Manager

Location: Royalton Blue Waters & Hideaway at Royalton Blue Waters, Falmouth, Trelawny
Department: People & Culture (Learning & Development)
Reports to: Director of People & Culture / Regional Training Manager

Job Summary:

The Training Manager is responsible for designing, coordinating, and delivering training programs to develop employee skills and enhance service quality across all departments. The role ensures alignment with brand standards, supports team development, and fosters a culture of continuous learning.

Key Responsibilities:

• Assess training needs and develop annual training plans.
• Design and deliver service, leadership, and compliance training.
• Coordinate brand and operational training programs (including EPIC Talent Academy).
• Monitor and evaluate training effectiveness through feedback and performance outcomes.
• Work with department heads to support departmental training needs.
• Maintain training records and report progress to leadership.
• Facilitate onboarding and orientation for new hires.
• Promote a culture of learning, development, and internal career growth.

Requirements:

• 3+ years of training and development experience in hospitality.
• Strong facilitation, coaching, and presentation skills.
• Ability to design and implement engaging training programs.
• Excellent communication and interpersonal skills.
• Knowledge of adult learning principles and training technology.
• Degree or diploma in Human Resources, Hospitality Management, or related field preferred.
• Flexible to work on operational needs (including weekends or holidays for training delivery).