Rank: Manager
Reports To: Resident Manager
Department: Front Office
Location: Mandarin Bay Resort & Spa, Station 2, Boracay Island, Malay, Aklan
Role Overview
The Front Office Manager (FOM) is responsible for overseeing all front office operations and guest service functions to ensure seamless guest arrivals, personalized experiences, and efficient departures. The FOM leads, supervises, and develops a dynamic team that includes Duty Managers, FO Supervisors, Front Office Associates, Guest Services, Concierge, Bellmen, Boatmen, Airport Representatives, Drivers, and Guest Experience Hosts. The role ensures that standards of service excellence, safety, and hospitality are consistently delivered in line with Mandarin Bay’s brand promise and 5-star luxury resort expectations.
Key Responsibilities
1. Guest Service excellence
· Ensure all front office touchpoints meet or exceed guest expectations.
· Personally handle VIP arrivals, guest complaints, and special requests.
· Maintain a strong presence in the lobby and guest arrival areas to engage proactively with guests.
· Monitor guest feedback and implement improvements from reviews and surveys.
2. Operations management
· Manage daily operations of the entire front office and transportation team, ensuring smooth coordination across arrival/departure points, concierge, airport transfers, and inter-island logistics.
· Conduct daily pre-shift briefings and monthly departmental meetings.
· Enforce adherence to company SOPs, safety standards, and service procedures.
3. Team leadership and people development
· Lead, coach, and develop team members through structured onboarding, ongoing training, and performance evaluations.
· Collaborate with HR and Training for talent pipeline planning and succession development within the Front Office cluster.
· Foster a culture of professionalism, teamwork, accountability, and guest-centric service.
4. Financial and Resource management
· Prepare and manage the Front Office department’s budget and resource allocations.
· Monitor daily reports (room occupancy, revenue forecast, transportation cost, etc.) and manage labor productivity.
· Oversee requisitions, cost control, and ensure maintenance of department assets (e.g., resort vehicles, concierge equipment).
5. Communication and coordination
· Coordinate with Sales, Housekeeping, Engineering, and F&B for seamless guest experiences.
· Act as the key liaison for island transport partners, airport authorities, and boat service providers.
· Ensure efficient communication flow using logbooks, daily shift reports, and handovers.
Qualifications:
- Bachelor's degree in Hospitality Management, Tourism, or related field.
- Minimum 5 years of experience in Front Office operations with at least 2 years in a managerial capacity in a 4- or 5-star resort/hotel.
- Strong leadership skills with the ability to manage multi-level teams and cross-functional operations.
- Excellent communication, conflict resolution, and guest relations skills.
- Must be well-versed in OPERA, Xenia or similar Property Management Systems.
- Physically fit and capable of working flexible schedules, including weekends and holidays.
Preferred attributes:
- Deep understanding of Boracay’s hospitality environment, transportation logistics, and guest expectations.
- Passionate about guest satisfaction and service innovation.
- Able to work under pressure in a fast-paced environment.
- Approachable leader with hands-on operational style.
Job Type: Full-time
Ability to commute/relocate:
- Boracay: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)
Work Location: In person
Expected Start Date: 09/08/2025
