Front Office Manager

Overview

As one of the Ladies and Gentlemen of The Ritz-Carlton, you are the most important asset in our service commitment to our guests. By joining us as a Front Office Manager, we not only meet, but also exceed, our guests' expectations - you embody the legendary service that makes us a leading luxury brand. A career at The Ritz-Carlton is filled with honesty, respect and the opportunity to grow your career.

You will lead the daily operations of the Front Office, with a focus on the Front Desk and Service Experience. This hands-on role plays a key part in delivering seamless arrivals and departures, elevating guest satisfaction, and supporting the overall financial success of the department. You'll collaborate closely with leaders and team members alike to ensure exceptional service delivery, foster team engagement, and uphold the highest standards of luxury hospitality.

Qualifications

• Prior Front Office management experience in a 5-star luxury hotel.
• Experience with Marriott International systems and standards is highly regarded.
• Proficient in Opera Property Management System (PMS).
• Strong problem-solving and decision-making skills.
• Excellent communication and empathy when engaging with guests and team members.
• Ability to provide clear, constructive feedback to enhance team performance.
• Well-developed organizational and time management skills.
• Demonstrates integrity and professionalism while fostering a collaborative team environment.
• Driver's License is required.

Core Responsibilities
Maintaining Guest Services and Front Desk Goals

• Oversees daily operations, ensuring service excellence and adherence to brand standards.
• Develops and implements plans to prioritize and organize workload to meet service and operational goals.
• Responds to guest concerns, resolves conflicts, and handles complaints in a timely and professional manner.
• Manages staffing levels to meet business needs while supporting operational and financial objectives.
• Ensures regular and effective communication within the team, promoting alignment with business goals and recognition of high performance.
• Understands and drives the department's contribution to overall hotel financial performance, actively working to achieve or exceed targets.

Supporting Management of the Front Desk Team

• Demonstrates strong interpersonal and communication skills to lead, influence, and inspire team members.
• Promotes sound business decision-making, acts with integrity, and leads by example in daily operations.
• Fosters a culture of mutual trust, respect, and cooperation within the team.
• Acts as a role model, consistently demonstrating professional behavior and high service standards.
• Oversees daily operations and is capable of performing team member duties when required.
• Maintains open and collaborative relationships with staff and encourages the same within the team.
• Oversees all Front Office areas in the absence of the Front of House Manager.

Ensuring Exceptional Customer Service

• Delivers service that exceeds guest expectations, focusing on satisfaction and loyalty.
• Anticipates guest needs and provides guidance, feedback, and coaching to the team to ensure service excellence.
• Addresses and resolves guest complaints promptly and professionally.
• Acts as a positive ambassador for guest relations and service standards.
• Empowers team members to take initiative and deliver outstanding customer service.
• Monitors team interactions and provide constructive feedback for improvement.
• Engages directly with guests to gather feedback on service levels and overall satisfaction.
• Reinforces service expectations through regular communication and departmental meetings.
• Continuously seeks opportunities to improve the guest experience.

Managing Projects and Policies

• Implements and communicates the property's guest recognition and service programs.
• Trains the team on adherence to credit policies and procedures to minimize financial risk.
• Supervises same-day room selling procedures to optimize revenue and occupancy.
• Oversees daily shift operations, ensuring compliance with brand standards, policies, and procedures.
• Ensures consistent and fair application of property policies, including proper documentation and adherence to disciplinary procedures aligned with Standard and Local Operating Procedures (SOPs and LSOPs).
• Supports and upholds the Peer Review Process.

Supporting Human Resource Activities

• Supports the growth and development of team members through coaching, mentoring, and skills training.
• Encourages open communication, regularly seeking employee feedback and acting on concerns.
• Addresses employee satisfaction issues in collaboration with department leadership and Human Resources.
• Assists in recruitment, interviewing, and selection of candidates with the appropriate skills and fit.
• Facilitates onboarding and departmental orientation programs to ensure new team members are set up for success.
• Participates in and supports progressive discipline processes as required.

Benefits

• Exclusive Discounts – Enjoy special rates on dining, spa, and hotel stays across all Marriott International properties for you, your family, and friends.
• Life With the Works – Embrace flexibility with our lifestyle-focused program, offering adaptable working hours and locations, sabbatical leave to pursue your passions, and paid leave during your birthday month.
• Learn and Grow – Take your career to new heights with globally recognised training programs, continuous development opportunities, and limitless career paths within Marriott International.
• Wellbeing First – We genuinely care for our associates through our Employee Assistance Program, supporting your physical, emotional, and financial wellbeing.
• Refer & Earn – Love where you work? Invite your friends and be rewarded through our Employee Referral Incentive program.
• Be Part of Something Bigger – Join the largest hotel network in the world, committed to diversity, inclusion, and equality for all.

The Ritz-Carlton Hotel is part of Marriott International's Luxury portfolio, which has committed to putting people first for 90+ years. Apply now

We are an Equal Opportunity employer and recognize that true diversity includes gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and many more aspects of your identity.

Marriott is committed to providing a recruitment process that is fair, equitable and accessible for all. If you have disability, illness or injury, we know that it may be helpful for us to adjust our process to make it equitable for your individual situation. If you would like to reach out to someone to discuss adjustments and our recruitment process, please email us at rc.melrz.hr@ritzcarlton.com.

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service and Management
• Industries: Hospitality

#J-18808-Ljbffr

---