Guest Experience Leader - Front Office & Reservations

ESS Ltd; Hemsedal; On-site; NOK 700,000 - 820,000; Full time

Benefits offered by this job

Discounts at Nordics destinations

Wellness allowance

Team events

Job summary

Fýri Resort in Hemsedal is seeking a Front Office Manager to oversee Reception and Booking teams, guiding operations from first enquiry to departure and ensuring exceptional guest experiences.

The role requires leadership in a seasonal environment, experience with PMS and revenue tools, and fluency in Norwegian and English. The position is full-time with varied hours including evenings and weekends.

Qualifications

• Several years of experience in hotel reception or reservations, preferably in a leading role.
• Experience leading people in a busy, seasonal operation.
• Experience with PMS and revenue tools (VisBook and Rate Manager are an advantage).
• Good Norwegian and English, written and spoken. Swedish is a plus.

Responsibilities

• Leading and developing the Reception and Booking Team.
• Ensuring high level of guest service and professional communication.
• Recruitment, onboarding, training and coaching of new employees.
• Planning staffing levels, schedules and daily task distribution based on occupancy, events and PMI.
• Creating a positive and supportive working environment.
• Following up performance, time reporting and departmental efficiency.
• Managing guest feedback, reviews and complaints.
• Working actively with NPS, eNPS and upselling targets.
• Monitoring availability and pricing across external booking channels.
• Maintaining and developing routines, checklists, handovers and SOPs.
• Taking care of Lobby Butik and communication with other companies.

Skills

Leadership

Guest service

Recruitment

Training

Staff planning

Communication

Budgeting

KPIs

Education

Hospitality education

Tools

VisBook

Rate Manager

PMS software

Job description

Fýri Resort in Hemsedal is seeking a Front Office Manager to oversee Reception and Booking teams, guiding operations from first enquiry to departure and ensuring exceptional guest experiences.

The role requires leadership in a seasonal environment, experience with PMS and revenue tools, and fluency in Norwegian and English. The position is full-time with varied hours including evenings and weekends.