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Position Overview
We are seeking an experienced and polished Front Desk Manager to lead and oversee the front office operations of a luxury residential property. The role involves managing a team of front desk executives, ensuring exceptional resident and guest service, maintaining high operational standards, and coordinating closely with other departments to create a seamless living experience.
The ideal candidate should have a strong background in hospitality or luxury serviced residences, excellent leadership and communication skills, and a deep understanding of guest relations and front office management.
Key Responsibilities
Leadership & Team Management
- Supervise, train, and motivate front desk and concierge staff to deliver professional and courteous service.
- Prepare staff schedules and ensure adequate coverage for all shifts.
- Conduct regular team briefings and performance evaluations.
- Lead by example in maintaining grooming, conduct, and service standards.
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Front Office Operations
- Oversee all front desk functions including check-in/out procedures, resident registration, visitor management, and communication logs.
- Ensure the smooth coordination between front office, housekeeping, maintenance, and security departments.
- Review daily reports, guest/resident feedback, and address service concerns promptly.
- Maintain the presentation and functionality of the lobby and reception area to luxury standards.
Resident & Guest Relations
- Serve as the main point of contact for residents and guests, handling inquiries and complaints with professionalism and discretion.
- Anticipate resident needs and ensure personalized and proactive service.
- Build and maintain positive long-term relationships with residents, guests, and service partners.
Administrative & Reporting Duties
- Maintain accurate records of occupancy, visitor logs, incidents, and maintenance requests.
- Prepare daily and monthly operational reports for management.
- Oversee parcel management, deliveries, and communication with vendors.
- Support management with documentation, resident communication, and service coordination.
Emergency & Safety Oversight
- Ensure all front desk staff are trained in emergency and safety protocols.
- Act as the front-line coordinator during emergencies, ensuring calm and professional handling of the situation.
- Liaise with security and maintenance teams for quick issue resolution.
Required Skills or Experience
- Bachelor’s degree or diploma in Hospitality Management, Business Administration, or a related field.
- Minimum 5 years of experience in front office or guest services, including at least 2 years in a supervisory or managerial role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- High level of professionalism, grooming, and discretion.
- Proficiency in MS Office and familiarity with front office or property management systems.
- Strong problem-solving skills and attention to detail.
- Ability to work flexible hours, including weekends or evenings as required.
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Key Attributes
- Confident, approachable, and service-oriented.
- Highly organized with a calm, solution-focused approach.
- Strong leadership presence with attention to detail.
- Passionate about hospitality and delivering a premium resident experience.
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