Front Desk Manager The First Group

As Front Desk Manager, you will lead the front desk operations with a focus on delivering exceptional guest service, smooth daily operations, and high team engagement. You will be responsible for managing the guest arrival and departure process, ensuring service excellence, and cultivating a team culture of warmth, professionalism, and precision.

Key Responsibilities

• Oversee and manage daily front desk operations including check-ins, check-outs, room assignments, and guest inquiries.

• Lead, mentor, and supervise the front desk team, ensuring consistent delivery of personalized and luxury guest experiences.

• Monitor guest feedback, respond to service issues, and ensure swift and effective service recovery.

• Coordinate closely with Guest Relations, Concierge, Bell Services, Housekeeping, and Reservations to deliver a seamless stay.

• Ensure accurate handling of guest billing, room charges, and cashiering procedures.

• Assist with scheduling, payroll, team performance evaluations, and coaching.

• Maintain detailed shift handovers and ensure all guest preferences and special requests are actioned.

• Support pre-opening tasks including team recruitment, system setup (Opera Cloud), and SOP implementation.

• Act as Manager on Duty when required and handle any escalated guest or operational concerns.

• Minimum 4 6 years of front office experience in a luxury hotel environment, with at least 2 years in a supervisory or assistant manager role.

• Pre-opening experience is a strong advantage.

• Proficient in Opera Cloud and familiar with guest profiling and CRM systems.

• Strong leadership and communication skills.

• High attention to detail, guest-centric mindset, and problem-solving abilities.

• Fluent in English; additional languages are a plus.