Front of House Manager.

RESPONSIBILITIES INCLUDE:

Lead, inspire, coach, and develop the Front of House team, fostering a positive, inclusive, and performance-driven culture.
Oversee the daily operations of the Front Desk, Bell Services, and Valet, ensuring efficiency, consistency, and adherence to luxury service standards.
Manage front desk procedures, shift handovers, operational briefings, and departmental communication.
Drive operational consistency by maintaining established service standards, procedures, and departmental efficiencies.
Ensure compliance with brand standards, company policies, and luxury hospitality expectations.
Champion exceptional guest service, oversee VIP arrangements, manage guest relations and service recovery, and ensure every guest interaction reflects genuine hospitality.
Maintain a strong presence in guest-facing areas, engaging with guests, and anticipating needs.
Monitor guest feedback, satisfaction scores, and online reviews, identifying opportunities for continuous improvement.
Manage departmental labor utilization, scheduling, and productivity to support financial targets.
Drive revenue opportunities through appropriate upselling initiatives, room upgrades, and enhanced guest experiences.
Maintain the highest standards of presentation, professionalism, safety, security, and compliance with hotel policies and Cayman Islands regulations.
Ensure accurate cash handling, guest billing, financial transactions, and established internal controls.
Collaborate with the Director of Rooms and hotel leadership to enhance operational performance, improve service delivery, and strengthen the hotel's reputation.
Support property-wide initiatives, special events, group experiences, and operational projects as required.

QUALIFICATIONS:

Minimum five (5) years of progressive experience within Front Office or Front of House operations in a hotel, boutique hotel, or high-end resort environment.
Demonstrated success leading high-performing teams in a fast-paced, guest-focused hospitality operation.
Strong understanding of luxury hospitality standards, guest relations, and personalized service delivery.
Strong financial acumen with experience in budgeting, labor management, and cost control.
Excellent leadership, communication, interpersonal, and conflict-resolution skills.
Strong organizational, problem-solving, and decision-making abilities.
Highly organized with exceptional attention to detail and the ability to perform effectively under pressure.
Demonstrated commitment to professionalism, discretion, and service excellence.
Experience with hotel Property Management Systems and proficiency in Microsoft Office Suite.
Knowledge of Forbes Travel Guide Five-Star standards preferred.
Ability to work a flexible schedule, including evenings, weekends, and public holidays.