Job Description

About the Role

The Front Office Manager is the heartbeat of the guest experience at Sunlight Ecotourism Island Resort. As the first and last impression for every arrival and departure, you will lead the front office team to deliver service that is warm, intuitive, and anticipatory — turning first-time visitors into loyal guests. You will oversee day-to-day operations across the front desk, reservations, concierge, and guest services while upholding the resort's standards of personalized hospitality.

Key Responsibilities

Direct daily front office operations including front desk, reservations, concierge, and night audit
Lead, mentor, and develop a team of front office associates; conduct regular performance reviews and coaching sessions
Monitor room inventory, occupancy, and rate management in close coordination with the Revenue and Reservations teams
Serve as the escalation point for guest concerns, resolving issues with professionalism, urgency, and sound judgment
Collaborate cross-departmentally with Housekeeping, Food & Beverage, Maintenance, Spa, and Sports and Recreation to ensure seamless guest stays
Maintain accuracy in property management system (PMS) records and generate operational reports (arrivals, departures, VIP movements, occupancy)
Manage departmental scheduling, payroll, and budget in line with resort targets
Champion the resort's service culture and guest recognition programs
Ensure full compliance with brand standards, health and safety protocols, and applicable local regulations

Qualifications

Minimum 4 years of progressive front office experience in a hotel or resort environment
Bachelor's degree in Hospitality Management, Tourism, or a related field preferred
Proficiency in a property management system
Proven leadership ability — a natural motivator who leads by example on the floor
Exceptional interpersonal and written communication skills
A genuine guest-first mindset with demonstrated ability to de-escalate and recover service failures
Flexibility to work weekends, holidays, and rotating shifts as required by resort operations
Multi-lingual proficiency is a strong advantage

What We Offer