Front Office Manager

Keswick Hall and Club•Charlottesville, VA

26d•Onsite

About The Position

The Front Office Manager is responsible for leading all front office operations to deliver exceptional guest experiences consistent with the standards of a luxury resort. This role oversees the Front Desk, Guest Services, Bell Services, Transportation, and VIP Guest Relations teams, ensuring seamless arrivals, departures, and personalized guest interactions. The Front Office Manager serves as a key ambassador of the resort, driving guest satisfaction, operational excellence, revenue optimization, and team development.

Requirements

Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
Minimum 5 years of progressive front office experience, with at least 2 years in a management role within a luxury hotel or resort environment.
Strong knowledge of property management systems (Opera).
Proven leadership, coaching, and team development skills.
Exceptional communication and interpersonal abilities.
Strong problem-solving and conflict-resolution skills.
Ability to work flexible schedules, including evenings, weekends, and holidays.
Proficiency in Microsoft Office Suite and hospitality software systems.

Nice To Haves

Experience with Forbes Five-Star, AAA Five Diamond, or other luxury hospitality standards.
Experience managing VIP, celebrity, or high-net-worth guest experiences.
Certification in hospitality management or guest service excellence is a plus.

Responsibilities

Ensure all guests receive personalized, anticipatory, and memorable service throughout their stay.
Manage VIP arrivals, special requests, guest preferences, and guest recovery efforts.
Resolve guest concerns promptly and professionally while maintaining luxury hospitality standards.
Monitor guest satisfaction scores, online reviews, and feedback to identify opportunities for continuous improvement.
Foster a culture of genuine hospitality and attention to detail among all front office team members.
Oversee daily operations of Front Desk, Bell Services, Guest Services, and Transportation departments.
Ensure efficient check-in and check-out processes while maintaining personalized service standards.
Monitor room inventory, occupancy levels, room assignments, and rate management in coordination with Revenue Management and Housekeeping.
Maintain compliance with resort policies, brand standards, safety procedures, and local regulations.
Conduct daily operational briefings and communicate resort updates to the team.
Recruit, train, coach, and mentor front office employees.
Conduct performance evaluations and create development plans for team members.
Promote employee engagement and maintain a positive, service-oriented work environment.
Ensure appropriate staffing levels based on business demands and occupancy forecasts.
Lead by example and uphold luxury hospitality standards at all times.
Manage front office labor costs, scheduling, payroll, and departmental budgets.
Monitor cash handling procedures, billing accuracy, and audit compliance.
Maximize revenue opportunities through room upgrades, premium experiences, and guest service enhancements.
Prepare reports related to occupancy, guest satisfaction, labor productivity, and operational performance.
Work closely with Housekeeping, Reservations, Food & Beverage, Spa, Engineering, Security, and Sales teams to ensure seamless guest experiences.
Participate in resort leadership meetings and contribute to strategic initiatives.
Coordinate special events, group arrivals, weddings, and high-profile guest visits.
Perform other duties as assigned.