Front Office Manager

Alila Mayakoba; Solidaridad; Presencial; MXN 800.000 - 1.100.000; Jornada completa

Descripción de la vacante

Alila Mayakoba in Riviera Maya, Mexico, seeks a Front Office Manager to lead daily Front Office operations, ensuring luxury service aligned with brand standards and revenue goals. You will support the Director of Rooms, drive guest satisfaction, and uphold the property's high service level.

You will train and develop the team, oversee reservations and room inventory using Opera Cloud PMS, manage guest relations, resolve issues, and collaborate with other departments to create memorable

Formación

• Solid educational background in Hospitality Management, Tourism, Business Administration, or a related field.
• 3-5 years of progressive Front Office experience, with at least 2 years in a leadership role in a luxury, full-service hotel.
• Experience in a luxury hospitality environment with personalized service and guest engagement.
• Strong knowledge of Opera Cloud PMS and related hotel systems (reservations, room inventory, billing, reporting).

Responsabilidades

• Lead daily Front Office operations and coordinate tasks to ensure seamless service.
• Uphold luxury brand standards and optimize guest satisfaction and recovery.
• Train and develop Front Office team, fostering excellence and continuous improvement.
• Collaborate across departments to create memorable guest experiences and manage KPIs.
• Oversee reservations, room inventory, and performance reporting; manage weekends/holidays as needed.

Conocimientos

Front Office Leadership

Guest Engagement

Communication

Problem Solving

Revenue Optimization

Educación

Hospitality Management, Tourism, Business Administration or related field

Herramientas

Opera Cloud PMS

Descripción del empleo

The Front Office Manager is responsible for leading and coordinating the daily tasks and operations of the hotel’s Front Office, ensuring the seamless and efficient functioning of the department in alignment with corporate strategies and luxury brand standards. The Front Office Manager supports the Director of Rooms in delivering an exceptional guest experience and upholding the brand promise through the management of Front Office operations.

This role is responsible for planning short-, medium-, and long-term operations within the areas under their responsibility, consistently maintaining the highest luxury service standards and optimizing expenses in accordance with the budget. The Front Office Manager proactively identifies, addresses, and resolves any issues that may arise within the department, ensuring a flawless guest journey at all times.

In addition, the position is responsible for the timely training and development of team members, fostering a culture of excellence, personalized service, and continuous improvement, in accordance with Alila Mayakoba policies.

Qualifications

• A solid educational background in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum of 3-5 years of progressive experience in Front Office operations, including at least 2 years in a leadership or management role within a luxury, full-service hotel.
• Previous experience in a luxury hospitality environment, with a strong understanding of personalized service and guest engagement.
• Strong knowledge of Opera Cloud PMS and related hotel systems, with the ability to oversee reservations, room inventory, billing, reporting, and daily Front Office operations.
• Solid understanding of Front Office procedures, the guest journey, service recovery, and luxury service standards.
• Excellent leadership skills with a hands-on, lead-by-example approach, capable of motivating, coaching, and developing high-performing teams.
• Outstanding interpersonal and communication skills, with the ability to build strong relationships with guests, colleagues, and other departments.
• Strong problem-solving and decision-making abilities, with the capacity to remain composed and professional in high-pressure situations.
• Exceptional organizational skills, strong attention to detail, and the ability to manage multiple priorities simultaneously.
• Flexible schedule with the ability to work weekends, holidays, evenings, and overnight shifts as operational needs require.
• Strong collaboration skills and the ability to work effectively in a cross-functional team environment.
• Good understanding of revenue optimization, room inventory management, upselling strategies, and forecasting.
• Experience handling VIP guests, guest complaints, service recovery, and creating memorable guest experiences.
• Strong analytical skills and proficiency in preparing operational reports, monitoring KPIs, and identifying improvement opportunities.
• High level of integrity, professionalism, and discretion when handling confidential guest and hotel information.
• Fluency in both English and Spanish (spoken and written) is required; additional languages are an asset.