Front Office Manager at La Bahia Hotel & Spa

La Bahia Hotel seeks an experienced Leader to join our team as the Front Office Manager. The Ideal candidate for Front Office Manager will be an inspirational leader with a passion for crafting exceptional guest experiences leading to great guest satisfaction returning guests, a talent for developing and training others and thorough knowledge of industry trends. This role will assist the Hotel Manager in managing the Front Office operations including Valet Parking & Bell Services, Front Office, Retail, and Security while embracing La Bahia and Spa’s luxury service standards (inspired by Forbes) and unique experiences throughout the hotel.

This position has a start date of 7/1/2025.

DUTIES AND RESPONSIBILITIES:

• Ensure all Front Office staff consistently deliver the brand promise, providing outstanding guest service at all times.
• Maintain and utilize guest history records effectively, ensuring repeat guests are pre-registered and recognized.
• Implement and oversee guest recognition programs to enhance loyalty and personalized experiences.
• Greet and assist VIP and long-stay guests, ensuring adherence to established recognition protocols.
• Monitor check-in and check-out processes to guarantee efficient, high-quality service.
• Address guest complaints and inquiries promptly, ensuring swift resolution and follow-up.
• Keep Front Office staff informed on promotions, policies, and hotel updates.
• Ensure all team members are knowledgeable about hotel products, services, and brand standards.
• Develop and execute training programs in collaboration with the Hotel Manager to enhance staff performance.
• Foster a positive and professional work environment, encouraging teamwork and excellence.
• Oversee Front Office and Pearl Lounge operations during peak periods to ensure smooth service delivery.
• Coordinate with Housekeeping and Engineering to manage room allocations and maintenance needs.
• Ensure compliance with company brand standards, implementing enhancements where applicable.
• Maintain accurate guest data in all systems.
• Stay informed on industry trends, competitor offerings, and market developments to maintain a competitive edge.
• Analyze guest feedback (e.g., Consumer Audit results) and implement necessary improvements. Work closely with other department managers to support overall hotel success and guest satisfaction.
• Perform additional duties as assigned, demonstrating flexibility and leadership within the scope of the role.

ABOUT US:

Set against the stunning backdrop of Santa Cruz’s pristine coastline, La Bahia Resort & Spa is poised to become a premier destination for luxury hospitality and events. Our mission is to provide guests with unparalleled service, exquisite accommodations, and unforgettable experiences.