Front Office Manager (Spa & Retail Experience Required) Position Overview We are seeking a highly energetic, service-driven Front Office Manager to lead the daily operations of our Front Desk and Night Audit teams. This individual will serve as a key ambassador of the guest experience, ensuring seamless arrivals, departures, and on-property communication while integrating spa and retail touchpoints into the overall guest journey. The ideal candidate is passionate about luxury hospitality, thrives in a fast-paced environment, and brings a proactive, solutions-oriented leadership style that elevates both team performance and guest satisfaction.   Key Responsibilities Front Office Operation Oversee all Front Desk and Night Audit operations to ensure a seamless and elevated guest experience from arrival through departure Maintain Forbes Five-Star (or equivalent luxury) service standards in all guest interaction Act as the primary escalation point for guest concerns, ensuring prompt and effective service recovery Drive consistency in check-in/check-out procedures, room readiness, and guest communication Guest Experience & Service Culture Champion a culture of anticipatory service, attention to detail, and personalized guest engagement Lead daily briefings/stand-ups to align the team on arrivals, VIPs, and operational priorities Collaborate cross-functionally (Housekeeping, F&B, Activities, Spa) to ensure a seamless guest journey Monitor guest feedback (internal reports, online reviews) and implement continuous improvement strategies Spa & Retail Integration Partner with Spa and Retail teams to drive awareness, bookings, and revenue opportunities Ensure front office team is knowledgeable and confident in promoting spa services and retail offerings Support merchandising standards, inventory awareness, and retail presentation in guest-facing areas Identify upselling and cross-selling opportunities that enhance the guest experience Leadership & Team Development Recruit, train, coach, and develop Front Desk and Night Audit team members Foster a high-energy, positive, and accountability-driven team culture Conduct regular performance check-ins, coaching sessions, and evaluations Ensure all team members are trained in SOPs, service standards, and systems Financial & Administrative Oversight Manage labor scheduling to align with occupancy and budget expectations Monitor departmental expenses and contribute to forecasting and budgeting processes Ensure accuracy of nightly audit processes, reporting, and financial reconciliations Drive revenue through upselling strategies and operational efficiency Compliance & Systems Ensure adherence to all company policies, safety protocols, and brand standards Maintain accuracy in PMS, POS, and guest profile systems Oversee Night Audit procedures, ensuring timely and accurate reporting Qualifications Minimum 3–5 years of Front Office leadership experience in luxury hospitality Proven experience with spa and/or retail operations strongly preferred Strong knowledge of PMS systems and Night Audit procedures Demonstrated leadership skills with a focus on team development and culture building Exceptional communication, problem-solving, and organizational skills Ability to thrive in a fast-paced, guest-focused environment Core Competencies Guest-Centric Mindset: Passion for delivering exceptional, personalized experiences Energy & Presence: Highly engaging, visible leader who motivates and inspires teams Attention to Detail: Maintains high standards across all operational touchpoints Collaboration: Works effectively across departments to drive results Accountability: Takes ownership of both successes and opportunities Why This Role Matters This role is instrumental in shaping the first and last impression of the guest experience. The Front Office Manager sets the tone for service excellence, drives revenue through spa and retail integration, and ensures operational precision across all front-of-house touchpoints