Front Office Manager at WIANNO CLUB

Description

The Front Office Manager is responsible for the overall daily leadership and control of the Front Office, Guest Services, and Concierge operations. This role also encompasses the year-round management of all reservations for the 46-room lodging operation, including individual, group, and off-season bookings. The Manager is a key leader, ensuring the highest standards of luxury service are delivered to guests and actively supporting revenue optimization and forecasting.

Qualifications

Status: Year-round, Full-time, Exempt

Responsibility:

• Low level of supervision needed
• Low level of tactical decision making
• Reports to Director of Lodging
• Supervises Front Desk and Bell Teams

Skills:

• Excellent Administrative Skills: Use of technology, verbal and written communication, business correspondence, organization, time management.
• Advanced Management Skills: Decision making, planning, problem-solving, communication, delegation, time management, organization, interpersonal skills.
• Advanced Supervisory Skills: Communication, leadership, conflict resolution, motivation, interpersonal skills, understand diversity and generational differences.
• Excellent Teamwork and Communication Skills: Interact, work and relate with people, listen, speak, read, write, observe, use English fluently.
• Excellent Customer Service Skills: Product knowledge, problem-solving skills, time management, attentiveness, patience, positive attitude, a willingness to go the extra mile, responsibility, professionalism.

• Special Skills: Expertise in boutique luxury lodging and reservations. Strong communication, interpersonal, and problem-solving skills, with a proven ability to lead diverse teams. Analytical, organized, and able to multitask in a fast-paced, high-pressure environment.
• Experience:
  • Several years of progressive leadership experience in Front Office or Rooms Division within a luxury hospitality environment
  • Minimum, 1 years in a reservations environment, including 1 year in a supervisory capacity within a luxury or boutique hotel or club.
  • Proficient in Club PMS systems (e.g., Northstar, Club Essentials, Jonas Chorum, Opera) and financial/accounting procedures.
  • Knowledge of group contract negotiation and yield management.
  • Prior experience supporting Front Office operations is preferred.

Effort:

Medium – Walk and stand for extended periods of time. Bend, reach, push, pull, lift and carry up to 50 pounds.

Work Conditions:

Level 2 – Mostly indoors, air conditioning, variable schedule based on business demands.

Duties:

• Direct and control activities of the Front Office operations, including Guest Services, Reservations teams.
• Serve as Manager on Duty in absence of senior leadership, handling escalations, emergencies, and key operational decisions
• Oversee guest arrival, departure, billing, and room inventory management to optimize occupancy and revenue.
• Resolve guest complaints, ensure high standards of customer service, and liaise with Housekeeping, Food & Beverage, and other departments.
• Uphold safety, security, and service standards; respond to emergencies effectively.
• Manage all incoming individual and group reservations through phone, email, and online systems
• Lead negotiation and tracking of group room night contracts, including blocks and attrition terms.
• Maintain clean, accurate reservation records, monitor availability, and room assignments
• Support revenue optimization through collaboration with leadership on pricing strategies
• Ensure compliance with club policies and data security standards
• Provide exceptional and gracious guest service in all communications
• Manage Staffing: Interviewing, training, scheduling, and performance evaluations for Front Desk, Guest Services, Night Audit, Reservations, and related seasonal teams.
• Enforce financial and credit policies: check cashiers’ work, rebates, and direct billing compliance
• Use property management systems (PMS) to monitor performance, generate reports, and inform operational decisions.