Guest Services Manager / Operations Manager
Zota Beach Resort•Longboat Key, FL
•Onsite
About The Position
The Zota Beach Resort is looking for a Front Office Manager. This role goes beyond daily front desk operations, focusing on team leadership, service excellence, problem resolution and collaboration across departments. This role is ideal for a hospitality professional who has mastered front desk supervisor operations and is ready to take the next step into front office management through leadership, accountability, and a passion for exceptional guest service.
Requirements
- Mastered front desk supervisor operations
- Leadership
- Accountability
- Passion for exceptional guest service
- Demonstrates ownership of the front office operation and takes initiative to solve problems before they escalate
- Thinks beyond the desk, considering the impact of decisions on guest loyalty, revenue, and team morale
- Actively seeks feedback, mentorship, and development opportunities to prepare for the next leadership level
- Serves as a role model for professionalism, service standards, and positive workplace culture
- Begins developing the skills necessary for managing schedules, labor control, and performance management
Responsibilities
- Lead, coach, and motivate front desk agents to deliver exceptional, personalized guest service at every touchpoint
- Serve as the first escalation point for guest concerns, resolving issues with professionalism, empathy, and sound judgment
- Support Front Office Management with daily operations, including arrivals, departures, room assignments, and VIP coordination
- Ensure compliance with brand standards, service recovery procedures, and company policies
- Monitor staffing levels, productivity, and service flow to maintain efficiency and guest satisfaction
- Train new hires and continuously develop existing team members through feedback and performance coaching
- Collaborate with Housekeeping, Engineering, Reservations, and Sales to ensure seamless guest experiences
- Assist with operational reporting, guest satisfaction scores, and identifying service improvement opportunities
- Step into Manager-on-Duty responsibilities when required
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 401(k)
- Short Term Disability
- Free Associate Parking
- Free Meal for every shift worked
- 25% Discount on Resort Outlets
- Hotel Discounts with OPL
- Friends and Family Discount
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
