Front Desk Manager

Four Seasons Hotels and Resorts • Brookside, DE

10d • Onsite

About The Position

Four Seasons Resort and Residences Dominican Republic at Tropicalia is seeking a Front Desk Manager to join our pre-opening team. Reporting to the Assistant Director of Rooms, this position will lead the daily Front Desk operation and ensure seamless arrivals, departures and personalized service experiences while maintaining the highest standards of operational efficiency and Four Seasons hospitality.

Requirements

• University degree or diploma in Hospitality Management, Business Administration or a related field; an equivalent combination of education and relevant experience will also be considered.
• A minimum of three to five years of progressive Front Office experience within a luxury hotel or resort, including previous supervisory or management responsibility.
• Demonstrated ability to lead and develop a team, manage complex guest situations and maintain composure in a fast-paced operation.
• Strong knowledge of Front Desk operations, room inventory, cashiering, credit controls and property-management systems. Experience with Opera or a comparable PMS is preferred.
• Fluency in Spanish and English is required. Additional languages are considered an advantage.
• Candidates must be legally eligible to work in the Dominican Republic.

Nice To Haves

• Additional languages are considered an advantage.

Responsibilities

• Lead the daily Front Desk operation, ensuring smooth check-in and check-out experiences and attentive, personalized service throughout each guest’s stay.
• Participate in pre-opening activities, including the development of standard operating procedures, system testing, room-key programming, establishment of Front Desk controls and simulation of guest journeys.
• Recruit, onboard, train, schedule, coach and develop the Front Desk team, fostering a culture of genuine care, accountability and continuous improvement.
• Review daily arrivals, departures, room assignments, special requests and guest preferences, ensuring that all relevant details are communicated and actioned.
• Coordinate VIP and special-attention arrivals and departures in partnership with Guest Experience, Concierge, Housekeeping, Reservations and other operational teams.
• Resolve guest concerns promptly and professionally, taking ownership of service recovery and ensuring appropriate documentation and follow-up.
• Maintain a visible leadership presence in the lobby and Front Desk areas, engaging with guests and supporting employees during peak periods.
• Ensure accurate Front Desk cashiering, billing, credit procedures, deposits, rebates, paid-outs and shift reconciliations in accordance with established financial controls.
• Monitor room inventory, room status and operational priorities in close coordination with Housekeeping, Reservations and Revenue Management.
• Review shift reports, guest feedback, traces, incidents and unresolved matters and ensure effective communication and follow-up between shifts.
• Monitor labor productivity, scheduling, departmental expenses and opportunities to generate incremental revenue through appropriate room and experience recommendations.
• Ensure that Front Desk systems, guest records and profiles are accurate, secure and handled in compliance with privacy and confidentiality requirements.
• Conduct regular departmental meetings, training sessions and performance conversations while recognizing strong individual and team performance.
• Collaborate with Security and other departments in matters involving guest safety, emergencies and the overall wellbeing of guests and employees.

Benefits

• Competitive salary and a comprehensive benefits package.
• Excellent training and professional-development opportunities.
• Opportunities for career growth within Four Seasons Hotels and Resorts.
• Employee travel program, including complimentary and discounted stays at Four Seasons properties worldwide, subject to program eligibility.
• Complimentary dry cleaning for employee uniforms.
• Complimentary employee meals while on duty.
• A supportive and inclusive work environment built on mutual respect, collaboration and the Golden Rule.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree