Assistant Front Office Manager

Company Description

We are looking for an Assistant Front Office Manager to join this wonderful hotel SLS Playa Mujeres Cancún, All Inclusive Collection.

Ennismore, with its luxury brand SLS, is carrying out a magnificent all-inclusive project in the oasis that is Playa Mujeres, just north of Cancún, Mexico.

We present this dazzling new luxury jewel arriving in the Playa Mujeres area of Cancún. Our all-inclusive hotel offers 500 luxurious rooms, complemented by an impressive variety of 18 different Food and Beverage establishments and a rejuvenating spa sanctuary. Serving both adults seeking an escape and families longing for connection and a bit of adventure, this hotel brings a world of extraordinary experiences to Cancún, providing a variety of amenities and activities designed for travelers of all ages.

This project is not for the faint of heart. At Ennismore, we are ambitious, and this project is a perfect example of that. If you are looking to leave your mark as we expand even further in Mexico, building an exciting hotel with much to offer and working with some of the best and brightest in the world of luxury hospitality, this could be the perfect fit for you.

Job Description

Support the Front Office Manager in the comprehensive direction and supervision of the Front Office operation, ensuring an exceptional guest experience and consistent compliance with SLS Playa Mujeres service and quality standards.

You will be responsible for leading the daily operation of Reception, supervising the team, and ensuring that every guest interaction reflects the values of a luxury, personalized, and authentic experience, maintaining the standards established by the property and quality benchmarks such as Forbes, LQA, and AAA.

Main responsibilities

• Supervise and coordinate the daily operation of Front Office and Reception.
• Support the Front Office Manager in the strategic and operational management of the department.
• Lead, develop, and motivate the team, promoting a culture of service, hospitality, and excellence.
• Ensure compliance with the property's service standards and procedures.
• Supervise check-in, check-out, room assignment, guest service, and handling of special requests.
• Guarantee a personalized and consistent experience throughout the guest journey.
• Follow up and provide effective solutions to comments, requests, and special situations, using judgment and leadership.
• Supervise the correct application of Front Office policies, procedures, and operational controls.
• Monitor guest satisfaction indicators and department performance.
• Coordinate closely with Housekeeping, Concierge, Guest Services, Reservations, Bell Desk, and other operational departments to ensure a seamless experience.
• Supervise the correct management of VIPs, repeat guests, groups, and special occasions.
• Participate in the continuous training and development of the team.
• Perform operational walkthroughs and ensure compliance with presentation, attitude, and service standards.
• Identify opportunities for improvement and propose actions to elevate the guest experience.
• Assist in the preparation of schedules, workload distribution, and productivity monitoring.
• Prepare and follow up on operational reports and relevant department situations.
• Act as the person in charge of the area during certain shifts in the absence of the Front Office Manager.

Luxury and quality standards

Ensure that the Front Office operation maintains a permanent culture of attention to detail, anticipation of needs, and personalized service, aligned with the luxury standards of SLS Playa Mujeres and with international benchmarks such as:

• Forbes Travel Guide
• LQA – Leading Quality Assurance
• AAA Diamond Standards
• Internal standards and procedures of SLS / Ennismore

Requirements

Professional profile

Academic background:

Bachelor's degree in Hospitality, Tourism, Tourism Business Administration, or a related field.

Experience:

Previous experience in supervisory or management positions within Front Office, preferably in luxury hotels, large-scale resorts, or All-Inclusive properties.

Knowledge:

• Front Office operation.
• Luxury service and guest experience.
• Management of VIPs and repeat guests.
• Hotel systems / PMS.
• Check-in and check-out procedures.
• Complaint handling and service recovery.
• Satisfaction and performance indicators.
• Hotel quality standards.

Key competencies

• Leadership and team development.
• Absolute guest orientation.
• Exceptional attention to detail.
• Effective communication.
• Emotional intelligence.
• Problem-solving.
• Decision-making.
• Organization and planning.
• Handling situations under pressure.
• Results orientation.
• Adaptability and service attitude.
• Professional presence and behavior.

Languages

English: Advanced level / fluent conversational, indispensable for interaction with international guests.

A third language will be considered an advantage.

Success indicators

The performance of the position will focus, among other aspects, on:

• Guest satisfaction and experience.
• Compliance with Forbes, LQA, and AAA standards.
• Quality and consistency of service.
• Team performance and development.
• Efficiency of the Front Office operation.
• Effective resolution of incidents.
• Compliance with procedures and controls.
• Continuous improvement of the guest experience.

Ideal profile

We are looking for a hospitality leader, with an operational presence, genuine passion for service, and the ability to inspire teams. A person who understands that in a luxury hotel every detail counts, every interaction matters, and every moment can become a memorable experience.

Additional information

What awaits you...

• The opportunity to join an international, innovative, and fast-growing group, committed not only to building new hotels but to creating a global brand.
• The possibility to challenge the norm and work in an environment that is both creative and rewarding.
• Being part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and many opportunities for development