Front Office Manager

ENNISMORE

Job Description

The Front Office Manager is responsible for leading and managing all aspects of the Front Office operations, ensuring an exceptional guest experience while driving efficiency and operational excellence. This role is pivotal during pre-opening to establish service standards, systems, and team culture that reflect the brand s personality and promise.

What you ll do

Pre-Opening Responsibilities

• Lead the setup of Front Office operations, including recruitment, training, and implementation of SOPs and luxury service standards.

• Establish operational processes and tools to ensure a seamless guest journey from check-in to check-out.

• Collaborate with pre-opening teams across departments to align guest experience, reservations, and concierge operations.

• Train and mentor the Front Office team ahead of the launch to ensure readiness and confidence.

• Assist in designing reporting and operational dashboards to track KPIs from day one.

Operational Responsibilities

• Oversee daily Front Office operations, including Guest Relations, Reception, Concierge, and Bell Services.

• Ensure service delivery consistently meets Morgans Originals brand standards and exceeds guest expectations.

• Monitor team performance, scheduling, and departmental budgets to optimize operational efficiency.

• Handle guest complaints and service recovery with professionalism and urgency.

• Collaborate with other departments to ensure smooth interdepartmental operations and elevate overall guest experience.

Team Leadership

• Lead, mentor, and develop the Front Office team, promoting a culture of service excellence, accountability, and collaboration.

• Oversee recruitment, onboarding, performance reviews, and ongoing training for the department.

• Encourage creativity and initiative within the team, recognizing and rewarding outstanding contributions.

Brand & Culture Contribution

• Act as an ambassador for the hotel s brand values, ensuring every guest interaction reflects the personality and standards of Portaluna.

• Support cross-departmental initiatives to enhance the guest experience through operational insights.

• Promote sustainability and socially responsible practices in line with brand initiatives.

• Foster a collaborative, inclusive, and innovative culture within the Front Office team.

Qualifications

What we re looking for

• Bachelor s degree in Hospitality, Hotel Management, or a related field.

• Minimum 5 years experience in Front Office management, preferably within a lifestyle or luxury hotel.

• Proven expertise in pre-opening hotel operations is highly desirable.

• Strong leadership, coaching, and people management skills.

• Excellent communication, interpersonal, and problem-solving abilities.

• Proficiency with hotel PMS systems (Opera, Protel, or equivalent) and MS Office suite.

• Fluency in English; additional languages are a plus.

Additional Information

What s in it for you...

• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Great healthcare, competitive salary, and some nice extra perks across the Ennismore family of brands!
• Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture