Front Office Manager

Front Office ManagerBlack Desert Resort, located in the stunning landscape of Southern Utah, offers a luxury experience amidst breathtaking red rock scenery. The resort features a championship 19-hole golf course designed by Tom Weiskopf, world-class accommodations, elevated dining experiences, and a range of premium amenities. Our commitment to exceptional service and guest satisfaction defines our brand and inspires a culture of hospitality excellence.The Front Office Manager at Black Desert Resort is responsible for overseeing the daily operations of the front desk, bell, concierge, and resort shuttle services. This position ensures a seamless and personalized guest arrival and departure experience while maintaining high standards of service, staff performance, and operational efficiency. As a leader in the Rooms Division, the Front Office Manager plays a critical role in upholding brand standards, training team members, and collaborating with other departments to exceed guest expectations.Onsite: Black Desert ResortShift & Schedule Availability: Year-Round / Full-TimePay Range: $70,000 – $80,000/year. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.Why Join Us:Comprehensive Benefits: Health insurance, retirement plans, employee dining room, paid time off, free hotel stays and resort-exclusive perks.Luxury Environment: Lead operations in a premier resort setting focused on personalized guest experiences.Career Growth: Opportunities for advancement within the Rooms Division and hospitality leadership.ResponsibilitiesLead and supervise the front desk, bell, concierge, and shuttle teams to deliver exceptional service.Ensure efficient guest check-in/check-out processes, room assignments, billing accuracy, and handling of special requests.Monitor staffing levels, schedules, and labor productivity to meet forecasted occupancy and service levels.Maintain communication with the Housekeeping, Engineering, Sales, Valet and Guest Experience teams to support room readiness and VIP arrivals.Ensure the accuracy of guest folios, reservations, and room block management in property management systems (PMS).Manage guest complaints and service recovery with discretion and professionalism.Support training, onboarding, and performance development of front office staff.Review and implement SOPs for guest services, luggage handling, transportation logistics, and lobby management.Oversee lost and found program, guest transportation schedules, and valet/shuttle assignments.Prepare and analyze front office reports, shift logs, and guest feedback to improve performance.Enforce security protocols, safety procedures, and emergency response plans for the front office.QualificationsBachelor's degree in Hospitality Management or related field preferred.3–5 years of progressive experience in front office operations within a luxury or full-service resort.Proficiency in property management systems (e.g., Opera, Maestro) and reservation platforms.Strong leadership and conflict-resolution abilities.Excellent communication, organization, and guest service skills.Ability to manage in a fast-paced environment while maintaining poise and professionalism.Knowledge of transportation logistics and guest arrival coordination is a plus.