FRONT OFFICE MANAGER

Banyan Tree Ilha Caldeira; Guadalupe; On-site; MXN 600,000 - 1,000,000; Full time

Job summary

Banyan Tree Veya Valle de Guadalupe invites a seasoned Front Office Manager to lead the guest journey across pre-arrival, stay, and post-stay interactions at our ultra-luxury resort in Mexico. You will design and continuously improve touchpoints, train teams, and uphold Banyan Tree’s I Am With You service standard.

Working cross-functionally with Rooms, Spa, F&B, and Guest Services, you will elevate personalization, monitor quality, and drive guest satisfaction.

Qualifications

• Proven experience in luxury hospitality, guest experience, rooms operations, front office, or guest relations leadership.
• Strong understanding of luxury guest expectations and service excellence.
• Demonstrated ability to lead culture change and employee engagement initiatives.
• Experience developing and delivering training programs.
• Excellent interpersonal, coaching, and communication skills.
• Strong problem-solving and service recovery capabilities.
• Ability to analyze guest feedback and translate insights into operational improvements.
• Highly organized with exceptional attention to detail.
• Fluency in English and Spanish required.

Responsibilities

• Guest Journey Leadership: Design, map, and continuously improve the end-to-end guest journey.
• Guest Journey Leadership: Ensure consistency and excellence across all guest touchpoints.
• Guest Journey Leadership: Identify opportunities to surprise and delight guests through personalized experiences.
• Guest Journey Leadership: Lead initiatives that strengthen guest engagement before, during, and after each stay.
• Pre-Arrival & Arrival Experience: Oversee pre-arrival communication strategies to understand guest preferences and expectations.
• Pre-Arrival & Arrival Experience: Ensure guest profiles are complete, accurate, and effectively utilized by operational teams.
• Pre-Arrival & Arrival Experience: Coordinate personalized arrival experiences and special requests.
• Pre-Arrival & Arrival Experience: Enhance first impressions through seamless and memorable arrival processes.
• In-Stay Experience Management: Maintain a strong presence throughout the resort and actively engage with guests.
• In-Stay Experience Management: Monitor guest feedback and service delivery standards.
• In-Stay Experience Management: Resolve concerns promptly and effectively while recovering opportunities to exceed expectations.
• In-Stay Experience Management: Collaborate with Rooms, Spa, Wellness, Culinary, Recreation, and Guest Services teams to elevate experiences.
• Post-Stay & Guest Loyalty: Ensure meaningful follow-up communication after departure.
• Post-Stay & Guest Loyalty: Monitor post-stay feedback and guest satisfaction results.
• Post-Stay & Guest Loyalty: Identify opportunities to strengthen guest loyalty and return visits.
• Post-Stay & Guest Loyalty: Develop initiatives that create long-term relationships with guests.
• Service Culture & Training: Lead the development of guest experience standards and service excellence programs.
• Service Culture & Training: Train, coach, and mentor employees on luxury hospitality behaviors.
• Service Culture & Training: Foster a culture of anticipation, personalization, empathy, and genuine care.
• Service Culture & Training: Ensure all departments understand their role in creating exceptional guest experiences.
• Quality Assurance & Continuous Improvement: Monitor quality standards throughout the resort.
• Quality Assurance & Continuous Improvement: Conduct guest journey audits and service evaluations.
• Quality Assurance & Continuous Improvement: Analyze guest feedback, surveys, comments, and reputation metrics.
• Quality Assurance & Continuous Improvement: Implement action plans to address opportunities and strengthen service delivery.
• Cross-Functional Collaboration: Partner closely with Rooms Division, Spa, Wellness, Food & Beverage, Sales & Marketing, and Human Capital.
• Cross-Functional Collaboration: Drive alignment between operational execution and guest expectations.
• Cross-Functional Collaboration: Support the implementation of new guest experience initiatives and luxury service standards.
• Cross-Functional Collaboration: Champion a guest-centric mindset throughout the organization.

Skills

Luxury hospitality experience

Guest experience leadership

Culture change leadership

Training program development

Interpersonal skills

Problem-solving and service recovery

Feedback analysis

Attention to detail

Bilingual English/Spanish

Job description

Banyan Tree Veya Valle de Guadalupe

Country: Mexico

Property: Banyan Tree Veya Valle de Guadalupe

Type: Full Time

About Our Team

At Banyan Tree Veya Valle de Guadalupe, we believe that luxury is defined not only by beautiful accommodations, exceptional cuisine, or breathtaking landscapes, but by how our guests feel throughout their entire journey.

Every interaction, from the moment a reservation is made until long after departure, is an opportunity to create meaningful connections, personalized moments, and lasting memories. Our philosophy, “I Am With You,” guides every aspect of the guest experience, placing genuine care, anticipation, and emotional engagement at the heart of everything we do.

We are seeking a passionate hospitality leader who will elevate our guest journey and inspire a culture of excellence across the resort.

Role Purpose

The Front Office Manager is responsible for designing, leading, and continuously enhancing the guest journey throughout all stages of the customer lifecycle, including pre-arrival, arrival, stay, departure, and post-stay follow-up.

This role serves as the guardian of the guest experience and works cross-functionally with all operational departments to ensure that every interaction is personalized, seamless, memorable, and reflective of Banyan Tree’s ultra-luxury standards.

The position will also lead guest experience training initiatives, service culture programs, quality assurance efforts, and guest satisfaction strategies to continually elevate service performance across the resort.

The Impact of This Role

This position plays a critical role in defining how guests perceive Banyan Tree Veya and in creating experiences that inspire loyalty, advocacy, and emotional connection.

Success In This Role Will Contribute Directly To

• Exceptional guest satisfaction scores.
• Increased guest loyalty and repeat visitation.
• Strong online reputation and guest reviews.
• Consistent luxury service delivery across all departments.
• Enhanced personalization throughout the guest journey.
• Greater employee engagement with the service culture.
• Increased guest recognition and emotional connection to the brand.

Key Responsibilities

Guest Journey Leadership

• Design, map, and continuously improve the end-to-end guest journey.
• Ensure consistency and excellence across all guest touchpoints.
• Identify opportunities to surprise and delight guests through personalized experiences.
• Lead initiatives that strengthen guest engagement before, during, and after each stay.

Pre-Arrival & Arrival Experience

• Oversee pre-arrival communication strategies to understand guest preferences and expectations.
• Ensure guest profiles are complete, accurate, and effectively utilized by operational teams.
• Coordinate personalized arrival experiences and special requests.
• Enhance first impressions through seamless and memorable arrival processes.

In-Stay Experience Management

• Maintain a strong presence throughout the resort and actively engage with guests.
• Monitor guest feedback and service delivery standards.
• Resolve concerns promptly and effectively while recovering opportunities to exceed expectations.
• Collaborate with Rooms, Spa, Wellness, Culinary, Recreation, and Guest Services teams to elevate experiences.

Post-Stay & Guest Loyalty

• Ensure meaningful follow-up communication after departure.
• Monitor post-stay feedback and guest satisfaction results.
• Identify opportunities to strengthen guest loyalty and return visits.
• Develop initiatives that create long-term relationships with guests.

Service Culture & Training

• Lead the development of guest experience standards and service excellence programs.
• Train, coach, and mentor employees on luxury hospitality behaviors.
• Foster a culture of anticipation, personalization, empathy, and genuine care.
• Ensure all departments understand their role in creating exceptional guest experiences.

Quality Assurance & Continuous Improvement

• Monitor quality standards throughout the resort.
• Conduct guest journey audits and service evaluations.
• Analyze guest feedback, surveys, comments, and reputation metrics.
• Implement action plans to address opportunities and strengthen service delivery.

Cross-Functional Collaboration

• Partner closely with Rooms Division, Spa, Wellness, Food & Beverage, Sales & Marketing, and Human Capital.
• Drive alignment between operational execution and guest expectations.
• Support the implementation of new guest experience initiatives and luxury service standards.
• Champion a guest-centric mindset throughout the organization.

Critical Skills & Qualifications

• Proven experience in luxury hospitality, guest experience, rooms operations, front office, or guest relations leadership.
• Strong understanding of luxury guest expectations and service excellence.
• Demonstrated ability to lead culture change and employee engagement initiatives.
• Experience developing and delivering training programs.
• Excellent interpersonal, coaching, and communication skills.
• Strong problem-solving and service recovery capabilities.
• Ability to analyze guest feedback and translate insights into operational improvements.
• Highly organized with exceptional attention to detail.
• Fluency in English and Spanish required.

What Makes This Role Unique

This is more than a guest relations position.

It is an opportunity to shape how guests feel about every aspect of their journey at Banyan Tree Veya Valle de Guadalupe.

The ideal candidate understands that luxury is created through countless moments of care, anticipation, personalization, and emotional connection. They will inspire teams to move beyond service delivery and create experiences that guests will remember long after they leave.

Banyan Group Philosophy: “I Am With You.”

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