Front Office Manager - Start Date 9/14/2026

Responsibilities

• Pre-Opening Leadership
• Assist with all Front Office pre-opening activities including departmental planning, operational readiness, recruitment, onboarding, and training.
• Develop and implement Front Office Standard Operating Procedures (SOPs), service standards, and departmental workflows.
• Participate in the selection, hiring, and onboarding of Front Office colleagues and supervisors.
• Collaborate with Learning & Development to create and deliver Front Office training programs, service culture workshops, and systems training.
• Support the implementation and testing of property management systems, guest communication platforms, PBX systems, transportation scheduling tools, and operational technology.
• Participate in opening simulations, service rehearsals, and guest journey mapping exercises.
• Front Office Operations
• Daily operations of the Front Desk, Guest Services, PBX, Transportation Coordination, and related guest-facing functions.
• Ensure smooth and efficient guest arrivals, departures, room assignments, billing accuracy, and guest requests.
• Maintain a highly visible presence in guest areas and serve as a primary point of contact for guest interactions.
• Actively manage service recovery efforts and resolve guest concerns promptly and professionally.
• Partner closely with Housekeeping, Engineering, Wellness, Spa, Food & Beverage, and Security to ensure seamless guest experiences.
• Forbes Travel Guide Standards
• Champion Canyon Ranch service culture and Forbes Travel Guide Five-Star standards in every guest interaction.
• Ensure all colleagues consistently deliver personalized, anticipatory, and engaging service.
• Conduct daily service observations, coaching sessions, and quality assurance audits.
• Lead guest experience initiatives designed to elevate satisfaction, loyalty, and emotional connection.
• Participate in Forbes readiness programs, mystery shopper evaluations, and quality assurance assessments.
• Review guest feedback, surveys, online reviews, and operational reports to identify improvement opportunities.
• Guest Experience & Resort Communications
• Avoidance of guest requests and special arrangements including celebrations, VIP arrivals, accessibility needs, and personalized experiences.
• Manage PBX and resort communications functions to ensure timely and professional response standards.
• Collaborate with Wellness Guides, Spa, and Programming teams to deliver a cohesive guest journey.
• Maintain detailed guest profiles and preferences to support personalized service delivery.
• Financial & Administrative Management
• Support departmental budgeting, forecasting, labor management, and expense control initiatives.
• Monitor payroll, scheduling, productivity, and staffing levels to ensure efficient operations.
• Ensure compliance with cash handling procedures, billing policies, audit requirements, and company standards.
• Analyze operational performance metrics and develop action plans to improve efficiency and guest satisfaction.
• Affirmative action and equal opportunity employer.
• Leadership & Colleague Development
• Recruit, coach, mentor, and develop Front Office colleagues and supervisors.
• Conduct regular performance discussions, training sessions, and career development conversations.
• Foster a culture of accountability, teamwork, recognition, and service excellence.
• Lead daily stand-up meetings, shift briefings, and communication sessions.
• Promote colleague engagement and support Canyon Ranch's culture of wellness and hospitality.

Qualifications

• Required 3-5 years of progressive Front Office leadership experience in luxury hotels, resorts, or destination properties.
• Minimum 2 years of supervisory or management experience within Front Office operations.
• Strong knowledge of Front Desk, Guest Services, PBX, reservations, and luxury guest experience management.
• Experience leading guest recovery efforts and resolving complex guest situations.
• Familiarity with Forbes Travel Guide standards and luxury hospitality service expectations.
• Excellent communication, organizational, and problem-solving skills.
• Proficiency with property management systems and Microsoft Office Suite.
• Ability to work flexible schedules including weekends, evenings, and holidays.

What You'll Receive as a Canyon Ranch Colleague

• Use of services and facilities including the spa, fitness classes, lectures, and overnight stays at all Canyon Ranch locations nationwide.
• Generous health plan including Health, Dental and Vision after 30 days of employment.
• 25 Days of personal and holiday time off (vacation, sick and holidays).
• Supplemental Health care options (including Accidental, Critical Illness and Hospital care).
• Employer-paid life insurance and Employee Assistance Program.
• Paid Maternity leave.
• A supportive, collaborative work environment with opportunities for professional growth.