Title:  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.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Detail-oriented and good organizational skills.
• Able to work flexible hours, including night shift, weekends and public holidays.