Front Office Manager

The St. Regis Goa Resort; Goa; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

A luxury hotel property in Goa is seeking a Director of Human Resources to manage operations and ensure exceptional guest experiences. Responsibilities include overseeing the Front Desk team, handling guest complaints, and fostering a positive work environment. The ideal candidate is skilled in leadership, customer service, and financial management. This full-time role offers an opportunity to make a significant impact on service standards and employee satisfaction.

Qualifications

• Ability to manage daily operations while meeting quality standards.
• Experience in handling customer complaints and resolving conflicts.
• Strong leadership skills to influence and encourage team members.

Responsibilities

• Manage daily operations and ensure guest satisfaction.
• Supervise and train Front Desk staff.
• Ensure ongoing communication with employees and meet financial goals.
• Supervises staffing levels to ensure guest service, operational needs and financial objectives are met.
• Ensures ongoing communication with employees to align objectives, recognize performance, and drive results.
• Understands impact of department operations on property financial goals and strives to meet or exceed them.
• Leads, influences and motivates others; demonstrates integrity and acts as a role model.
• Encourages mutual trust, respect, and cooperation among team members.
• Provides exceptional customer service and coaches staff to deliver high-quality guest experiences.
• Monitors front office operations and steps in as needed when management is absent.

Skills

Interpersonal skills

Leadership

Conflict resolution

Customer service

Financial management

Job description

Director of Human Resources, The St. Regis Goa Resort

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day‑to‑day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures that regular on‑going communication is happening with employees to create awareness of business objectives and communicate expectations, recognize performance, and produce desired results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees; manages all day‑to‑day operations; understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relationsfilter.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interactsbtc with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Seniority level

Mid‑Senior level

Employment type

Fullileswi

Job function

• Training, Public Relations, and Customer Service
• Industries: Hotels and Motels, Hospitality, and Airlines and Aviation

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