Front Office Manager

About Us:
Tucked on the shores of Rodney Bay along one of St. Lucia’s most celebrated beaches, The Landings Resort and Spa exudes a sense of luxury and timeless elegance. Our 4-diamond 5-star award-winning resort offers luxurious accommodations with oceanfront views and gourmet kitchens, epitomizing Caribbean opulence. With 150 villa suites, three restaurants, and in-room dining, it is a sanctuary of indulgence for discerning travelers seeking relaxation and refinement.

Position Overview:
At The Landings Resort and Spa, we are looking for a highly skilled and personable Front Office Manager to lead our front office team. In this role, you will be responsible for managing all front office operations, ensuring our guests enjoy a smooth and exceptional experience from the moment they arrive until their departure. The ideal candidate will have excellent leadership capabilities, a strong dedication to superior customer service, and substantial experience in managing front office activities in top-tier hospitality settings.
Collaborating with our Chief Executive Officer, you will play a crucial role in upholding the highest standards of guest satisfaction and operational efficiency.

Key Responsibilities:
Guest Service Excellence:
• Lead the front office, butler and guest services teams in delivering personalized and unparalleled service to guests.
• Handle guest concerns with tact and resolution, ensuring complete guest satisfaction.
• Set and maintain high service standards, ensuring guest expectations are consistently exceeded.
• Ensure that the resort’s 4-diamond service standards are upheld in all areas of front office operations.

Front Office Operations Management:
• Oversee and train the front office team to provide courteous and efficient service.
• Oversee the check in and check out processes, ensuring efficiency and accuracy.
• Coordinate with housekeeping, reservations and other departments to ensure smooth operations and resolve any areas of inconsistency.

Staff Supervision and Development:
• Recruit, train and motivate the front office team, fostering a positive and professional work environment.
• Conduct performance appraisals, provide feedback and implement training programs to enhance employee skills.
• Identify skills gaps of team members and provide ongoing coaching to enhance their skills and capabilities.
• Implement and maintain effective staffing and scheduling practices to ensure adequate coverage and optimal productivity.

Guest Relations:
• Build strong guest relationships by anticipating and fulfilling guest needs and preferences.
• Handle VIP and special guest requests with discretion and professionalism

Communication and Reporting:
• Maintain clear and effective communication with all resort departments.
• Prepare regular reports on front office performance.
• Collaborate with the Chief Executive Officer to implement strategies for improving guest satisfaction and revenue generation.

Administrative and Financial Responsibilities:
• Prepare and monitor the front office budget, ensuring efficient allocation of
resources.
• Maintain accurate records of guest accounts, transactions and inventories.
• Ensure efficient and accurate billing, collection and cash handling procedures.
• Prepare reports on occupancy, revenue and guest feedback and other relevant metrics for management review. Safety and Compliance:
• Ensure compliance with all resort policies, procedures and regulations.
• Maintain a safe and secure environment for guests and staff.
• Ensure that staff are trained according to emergency procedures.

Key Requirements:
We are seeking a candidate who possesses the following qualifications:
• A minimum of 3 to 5 years’ experience in a managerial role in front office or guest service operations, preferably in a luxury resort setting.
• Exceptional leadership skills with a proven ability to lead, train and develop a diverse team.
• Excellent communication and interpersonal skills, capable of interacting effectively with guests, team members, vendors and travel partners.
• Proficiency in hotel management software Opera.

Qualifications:
In addition to the key requirements listed above, we seek candidates who possess:
• A degree in hospitality management or related field.

BENEFITS
• Competitive compensation package commensurate with experience and qualifications, including performance-based incentives.
• Opportunity to work in a stunning tropical location in Saint Lucia, surrounded by breathtaking natural beauty.
• Group medical insurance.

Position Available:
Please send all applications to hradmin@landingsstlucia.com or by hand
Deadline for submission of applications is 5th July 2024
Only suitably qualified applicants will be contacted.

Note: The Landings Resort and Spa is an equal opportunity employer and welcomes applications from all qualified individuals. We celebrate diversity and are committed to creating an inclusive environment for all members of our team.