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.