Front Office Manager - Luxury Destination Resort

Key Responsibilities

• Lead daily guest service operations to ensure a warm, welcoming, and highly personalized experience aligned with Alila brand standards.
• Serve as an ambassador for the resort, proactively engaging with guests to anticipate needs, resolve concerns, and create memorable moments.
• Handle escalated guest situations with empathy, discretion, and professionalism, ensuring service recovery aligns with luxury expectations.
• Ensure seamless communication across departments to support guest itineraries, special requests, and bespoke experiences.

Leadership & Team Oversight

• Provide direct leadership and support to Concierge, Guest Service Operators, bell/valet and Campground teams.
• Coach, mentor, and develop colleagues through ongoing feedback, performance management, and training initiatives.
• Partner with the Director of Guest Services on staffing, scheduling, and succession planning to support operational needs.
• Foster a culture of care, accountability, and collaboration consistent with Hyatt and Alila values.

Qualifications

• Bachelor’s degree in Hospitality Management, Business, or related field preferred.
• Minimum 3–5 years of progressive guest service or front office leadership experience in a luxury hotel or resort environment.
• Prior experience overseeing concierge or guest relations teams strongly preferred.
• Experience in a destination resort or experiential luxury brand is highly desirable.
• Exceptional interpersonal and communication skills with a calm, polished presence.
• Strong leadership abilities with a passion for coaching and developing teams.
• Ability to balance operational efficiency with highly personalized service.
• Strong problem-solving skills and sound judgment in guest-facing situations.
• Proficiency in property management systems and guest service platforms.
• Flexible availability, including evenings, weekends, and holidays as required.