Front Office Manager

Key Responsibilities Guest Experience & Hosting Leadership • Lead the Front Office experience, creating a welcoming, confident and personalized environment from arrival to departure. • Ensure the team recognizes returning guests, understands their preferences, and anticipates their needs without relying solely on scripted interactions. • Champion the three-step hosting philosophy: Recognize the guest, Read their mood and preferences, and Route them towards the most relevant experience. • Maintain a visible presence in the lobby and guest-facing areas, actively engaging with guests and supporting the team through real-time coaching. • Create an environment where guests feel recognized rather than processed, ensuring interactions are natural, genuine and appropriately personalized. • Oversee guest arrival, welcome amenities, luggage coordination, room orientation and departure arrangements. Front Office & Daily Operational Management • Oversee the daily operation of the welcome and hosting team, ensuring operational readiness across all shifts. • Manage staffing levels, duty rosters, scheduling and deployment according to occupancy, arrival patterns, departure forecasts and anticipated business levels. • Ensure smooth check-in and check-out processes while minimizing queues, waiting times and unnecessary administrative procedures. • Monitor room readiness and coordinate closely with Housekeeping & other relevant departments to ensure timely room allocation and effective communication of room status. • Ensure accurate guest registration, billing, cashiering, room allocation and adherence to hotel operating procedures. • Maintain effective shift handovers, daily briefings, operational checklists and communication logs. • Ensure the team is prepared to manage peak arrival periods, VIP movements, group arrivals and unexpected operational demands. • Maintain effective coordination with Reservations / Stay Design to ensure pre-arrival preferences and the Guest Portrait are translated into actual guest experiences. Team Leadership, Development & Service Culture • Lead, develop and inspire a team of confident, engaging and service-oriented Hosts who embody the Pullman personality. • Recruit and develop individuals with strong emotional intelligence, positive energy, communication skills, adaptability and a natural ability to connect with people. • Conduct daily briefings, operational rehearsals, service coaching and performance reviews. • Develop team members' confidence in reading guest behavior, anticipating needs and creating memorable interactions. • Establish clear performance expectations, accountability and consistent service standards across all shifts. • Foster a collaborative culture where the team works beyond traditional departmental boundaries to deliver one continuous guest experience. Quality Assurance & Continuous Improvement • Ensure consistent compliance with Pullman brand standards, operational procedures, guest safety requirements and service expectations. • Conduct regular operational inspections and service observations across the lobby, reception, concierge and arrival areas. • Review operational performance, guest feedback and service recovery trends to identify opportunities for improvement. • Drive initiatives to improve arrival efficiency, reduce waiting times, strengthen communication and enhance the overall hosting experience. • Maintain the physical presentation, atmosphere and operational readiness of all front-of-house areas in coordination with the House Curator. • Support the implementation of new systems, digital guest solutions and operational enhancements that simplify the guest journey.Company Description • Previous experience as a Front Office Manager or in a comparable Front Office leadership role • A proven track record of leading teams and delivering consistently high standards of service in a luxury hotel environment. • Hands-on experience with Opera Cloud is required • Strong expertise in VIP handling, guest recognition, complaint resolution and service recovery. • Sound understanding of Front Office performance indicators, staffing productivity, cost control and upselling. • Excellent leadership, communication and organizational skills, with the ability to collaborate effectively across departments. • A calm, solution-oriented approach and the ability to make sound decisions in a fast-paced operation.