Anassa Hotel, an iconic luxury resort and proud member of The Leading Hotels of the World, is seeking to recruit an experienced and passionate Front Office Manager.
The Front Office Manager is responsible for the overall leadership, organisation, planning and control of the Front Office Department, ensuring the seamless delivery of exceptional guest experiences in line with the standards of Anassa Hotel, The Leading Hotels of the World and Thanos Hotels & Resorts.
The role ensures the highest levels of guest satisfaction, operational efficiency, revenue optimisation and team development, while upholding the brand’s luxury positioning and reputation for excellence.
Key Responsibilities
Operational Management
Reporting to the Hotel General Manager
Lead, organise and supervise all Front Office operations (Reception, Guest Relations, Concierge, Bell Desk, Switchboard where applicable).
Ensure strict adherence to hotel standards, policies, procedures and brand guidelines.
Deliver outstanding, personalised guest service at all times, exceeding guest expectations.
Monitor daily arrivals, departures, VIPs, special requests and group movements.
Participate in the Duty Manager schedule, handling guest complaints, operational challenges, emergency situations and service recovery.
Ensure smooth coordination with Housekeeping to optimise room readiness and guest satisfaction.
Maintain accurate guest history records and CRM database.
ensures credit limits are adhered to and payments are secured according to SOP
Revenue & Commercial Focus
Work closely with Reservations and Sales to maximise occupancy, ADR and RevPAR.
Prepare forecasts, reports and departmental statistics.
Monitor business levels and communicate fluctuations to all relevant departments.
Identify upselling opportunities and implement strategies to increase revenue.
Contribute ideas to improve profitability while maintaining luxury service standards.
Team Leadership & Development
Recruit, train, supervise and evaluate Front Office team members.
Conduct regular performance reviews and coaching sessions.
Ensure all team members are fully trained on SOPs, luxury service standards and LHW requirements.
Promote a culture of professionalism, teamwork and continuous improvement.
Maintain grooming, uniform and personal hygiene standards in line with brand expectations.
Prepare weekly schedules and ensure optimal staffing levels.
Guest Experience & Quality Assurance
Build strong relationships with repeat guests, VIPs, group organisers and travel partners.
Ensure effective handling of guest feedback and online reputation management.
Maintain high product knowledge of the hotel, facilities and local area.
Uphold luxury hospitality standards in line with Leading Hotels of the World criteria.
Compliance & Safety
Ensure full compliance with hotel policies, Fire, Health & Safety regulations.
Take a leadership role in emergency procedures and crisis management.
Ensure all operational procedures align with Corporate Social Responsibility standards.
Administration
Prepare departmental reports, forecasts and budgets as required.
Maintain departmental records and documentation.
Undertake additional duties as assigned by Senior Management.
Requirements
Degree in Hospitality Management or related field.
Minimum 3–5 years’ experience in Front Office operations, with at least 2 years in a supervisory/managerial role in a luxury hotel environment.
Experience in 5-star or Leading Hotels of the World property will be considered an advantage.
Strong leadership, decision-making and problem-solving skills.
Commercial awareness with strong understanding of revenue management principles.
Excellent communication skills in English
Additional languages will be considered an advantage.
Proficiency in PMS systems and Microsoft Office applications.
Strong organisational and time-management skills.
Professional appearance and grooming.
Passion for delivering exceptional guest service.
What We Offer
Attractive remuneration package (including incentive backage)
Provident Fund
Staff discounts at Thanos Hotels & Resorts and Kult Boutiques
Free meals on duty
Employee Appreciation Programme & Reward Scheme
Group-wide career development opportunities across countries and properties
Continuous training and professional development