Front of the House Regional Manager

The FOH Regional Manager is responsible for developing, implementing and ensuring room and guest services standards at all WI properties. He/she oversees strategies to achieve KPIs, manages operating budgets and evaluates staff performance.

Job Summary

The Front of House Regional Manager oversees the operational excellence and strategic direction of all Front of House departments across multiple properties. Responsible for maintaining the highest standards of guest service, ensuring KPIs are met, and leading the teams to deliver a memorable guest experience aligned with the company's standards and brand promise. The role includes supervising departments such as Guest Service, Front Desk, Housekeeping, Diamond Club, Butler Service, and Public Areas, while driving continuous improvement initiatives.

Key Responsibilities

• Operational Leadership: Develop, implement, and monitor standards for Rooms, Guest Service, Front Desk, Housekeeping, Diamond Club, and Butler Service across all properties.
• Strategy & KPI Achievement: Drive front of house strategies to meet and exceed departmental KPIs and guest satisfaction targets.
• Audit & Action Plan Oversight: Supervise the implementation and follow-up of action plans based on audits, addressing internal and external opportunities.
• Guest Experience: Ensure VIP and guest standards are consistently met through training, audits, and service delivery excellence.
• Team Management & Development: Deploy objectives to Team Leaders, review performance appraisals for Managers, and foster talent development.
• Training & Systems: Oversee training programs for PMS, Guest Service Systems, SynXis, SAP, and SOPs; collaborate on staff online training updates.
• Inventory & Standards: Supervise linen, OS&E inventories, and standards for amenities and room facilities.
• Reporting & Compliance: Analyze front-of-house systems, prepare reports, and ensure compliance with safety, health, and quality standards.
• Inventory & Budget Control: Manage inventory levels for special categories, monitor costs, and ensure budget adherence.
• Property Visits: Regularly visit properties to stay informed on operational issues and support local teams.
• Brand & Company Standards: Promote adherence to corporate policies, values, and service standards.
• Safety & Security: Ensure safety protocols are followed for staff and guests, protecting physical assets and personnel.

Qualifications & Experience

• Experience: Minimum of 2-3 years in Caribbean hospitality operations, with proven leadership in Front of House departments.
• Education: Hospitality Administration Degree or related field; Bachelor's degree preferred.
• Skills: Strong knowledge of industry systems (MS Office, SynXis, Hotsos, New Hotel), budget management, customer service, complaint resolution.
• Languages: Fluent in English and Spanish.