Front Office Manager

Four Seasons Hotels and Resorts•Palm Beach, FL

8d•Onsite

About The Position

The Front Office Manager is responsible for leading and directing Front Office operations, including Front Desk, Concierge, Guest Services, Kids For All Seasons, and Valet. This role oversees arrival and departure experiences, guest recognition, service recovery, team development, room coordination, and departmental performance while ensuring Four Seasons standards, policies, and procedures are consistently maintained. The Front Office Manager partners closely with Housekeeping, Reservations, Revenue Management, Finance, and other resort departments to create seamless guest experiences while supporting revenue and operational objectives. This position is part of the Rooms Division and reports to the Director of Rooms.

Requirements

College degree or equivalent relevant experience.
Minimum of five years of progressive hotel experience, including significant Rooms Division experience.
Approximately three years of Department Head experience within Rooms or comparable senior leadership experience.
Strong supervisory, managerial, coaching, and team development skills.
Extensive understanding of Front Office and Rooms Division operations.
Strong guest relations, conflict resolution, and service recovery capabilities.
Excellent communication, interpersonal, and organizational skills.
Strong business acumen with an understanding of revenue optimization, forecasting, and expense management.
Ability to lead multiple guest-facing functions and collaborate effectively across resort departments.
Strong computer skills and experience with hotel technology and property management systems.
Ability to read, write, and communicate effectively in English.
Candidates must have valid authorization to work in the United States at the time of application.

Responsibilities

Lead and oversee daily operations across Front Desk, Concierge, Guest Services, Kids For All Seasons, and Valet, ensuring consistent adherence to Four Seasons standards.
Ensure seamless registration, cashiering, arrival, and departure experiences for resort guests.
Lead, coach, train, and develop Front Office leaders and team members while fostering a culture of accountability, engagement, and service excellence.
Provide direction to Assistant Managers and Night Management, ensuring effective communication and follow-up on guest requests, special requirements, and operational issues.
Review daily arrivals, VIPs, returning guests, special requests, group requirements, and room assignments to ensure personalized experiences.
Partner closely with Housekeeping to coordinate room readiness, guest preferences, and special accommodations.
Maintain a visible presence throughout the operation and personally engage with VIP, returning, and in-house guests.
Handle guest concerns and service recovery opportunities with professionalism, empathy, urgency, and thoughtful follow-up.
Partner with Reservations and Revenue Management to support room availability and selling strategies designed to optimize occupancy, rate, and revenue.
Collaborate with Finance to ensure established credit and Front Office procedures are consistently followed.
Lead recruitment, onboarding, training, performance management, and continued development of Front Office team members.
Ensure teams remain informed of resort activities, policies, procedures, guest priorities, and other operational information.
Support revenue optimization and effective expense management across areas of responsibility.
Partner with the Director of Rooms on departmental planning, forecasting, budgeting, and operational priorities.
Provide confident leadership during resort emergency and safety situations.