Senior Manager, Hotels

Job Summary The Senior Manager is responsible for overseeing the front office day-to-day operations of our multi-hotel 5-star resort. This role requires a dynamic leader with excellent guest service skills, strong ability to manage a diverse team and the capacity to ensure seamless and luxurious experiences for all guests. The candidate must have a strong passion for hospitality and guest services with a deep understanding of front office operations and the ability to uphold the resort’s prestigious reputation. Primary Responsibilities Leadership & Management: • Manage and supervise the front office team, including reception and concierge services, across multiple hotels within the resort. • Develop and implement training programs to ensure high standards of service rendered to all guests. • Ensure the front office team comply with resort’s policies and procedures, including safety and security protocols. • Maintain knowledge of emergency procedures and ensure the team is trained accordingly. • Attend and contribute to management meetings; provide insights on front office operations. • Schedule and monitor the shift work of the team to ensure coverage at all times. • Foster a positive and collaborative work environment. Guest Services & Operational Excellence: • Oversee the daily operations of the front desk, including guest check-in/out, rooms allocation and payment process. • Ensure exceptional guest experience from check-in to check-out; resolve guest complaints and concerns promptly and effectively. • Handle VIP guests and high-profile clients, ensuring personalized and discreet services. • Coordinate with housekeeping, maintenance and other departments to ensure room readiness and guest satisfaction. • Monitor and maintain the front office's operational efficiencies and implement improvements or new initiatives, where necessary. • Manage and optimize the use of property management systems (PMS) and other relevant technologies. • Act as the primary point of contact between the front office and other departments, ensuring seamless communication. Financial Management: • Assist in the preparation and management of the front office budget. • Monitor revenue generation, including upselling opportunities and room rates management. • Ensure accurate billing and payment process, minimizing errors and discrepancies. Requirements • Bachelor’s degree in Hospitality Management, Business Administration, or related field is preferred. • Minimum 5 years of experience in front office operations, with at least 3 years in a management role within a luxury or 5-star hotel/resort setting. • Experience managing multi-hotel or large-scale resort operations will be an advantage • Strong leadership and team management abilities. • Excellent communication and interpersonal skills. • Proficiency in property management systems (PMS) and front office software.