Front Office Manager (Start Date 9/14/2026)

Overview We are opening Canyon Ranch Austin in October 2026, a new wellness destination in Texas Hill Country, building on the legacy of Tucson, Lenox, and Las Vegas. As a Michelin Guide 2025 recognized hotel, we offer a career that makes a meaningful impact on the lives of others every day. Join the founding team at Canyon Ranch Austin. Recruitment is underway today, with anticipated start dates beginning in Fall 2026. This role is anticipated to start September 14, 2026. Responsibilities Pre-Opening Leadership Assist with all Front Office pre-opening activities including departmental planning, operational readiness, recruitment, onboarding, and training. Develop and implement Front Office Standard Operating Procedures (SOPs), service standards, and departmental workflows. Participate in the selection, hiring, and onboarding of Front Office colleagues and supervisors. Collaborate with Learning & Development to create and deliver Front Office training programs, service culture workshops, and systems training. Support the implementation and testing of property management systems, guest communication platforms, PBX systems, transportation scheduling tools, and operational technology. Participate in opening simulations, service rehearsals, and guest journey mapping exercises. Front Office Operations Lead daily operations of the Front Desk, Guest Services, PBX, Transportation Coordination, and related guest-facing functions. Ensure smooth and efficient guest arrivals, departures, room assignments, billing accuracy, and guest requests. Monitor room inventory, room status, arrivals, departures, VIP guests, and special accommodations. Maintain a highly visible presence in guest areas and serve as a primary point of contact for guest interactions. Actively manage service recovery efforts and resolve guest concerns promptly and professionally. Partner closely with Housekeeping, Engineering, Wellness, Spa, Food & Beverage, and Security to ensure seamless guest experiences. Forbes Travel Guide Standards Champion Canyon Ranch service culture and Forbes Travel Guide Five-Star standards in every guest interaction. Ensure all colleagues consistently deliver personalized, anticipatory, and engaging service. Conduct daily service observations, coaching sessions, and quality assurance audits. Lead guest experience initiatives designed to elevate satisfaction, loyalty, and emotional connection. Participate in Forbes readiness programs, mystery shopper evaluations, and quality assurance assessments. Review guest feedback, surveys, online reviews, and operational reports to identify improvement opportunities. Guest Experience & Resort Communications Ensure accurate communication of resort programming, wellness experiences, dining offerings, transportation services, and property amenities. Oversee guest requests and special arrangements including celebrations, VIP arrivals, accessibility needs, and personalized experiences. Manage PBX and resort communications functions to ensure timely and professional response standards. Collaborate with Wellness Guides, Spa, and Programming teams to deliver a cohesive guest journey. Maintain detailed guest profiles and preferences to support personalized service delivery. Financial & Administrative Management Support departmental budgeting, forecasting, labor management, and expense control initiatives. Monitor payroll, scheduling, productivity, and staffing levels to ensure efficient operations. Ensure compliance with cash handling procedures, billing policies, audit requirements, and company standards. Analyze operational performance metrics and develop action plans to improve efficiency and guest satisfaction. Assist with inventory management, office supplies, uniforms, and departmental purchasing processes. Leadership & Colleague Development Recruit, coach, mentor, and develop Front Office colleagues and supervisors. Conduct regular performance discussions, training sessions, and career development conversations. Foster a culture of accountability, teamwork, recognition, and service excellence. Lead daily stand‑up meetings, shift briefings, and communication sessions. Promote colleague engagement and support Canyon Ranch's culture of wellness and hospitality. Qualifications Required 3-5 years of progressive Front Office leadership experience in luxury hotels, resorts, or destination properties. Minimum 2 years of supervisory or management experience within Front Office operations. Strong knowledge of Front Desk, Guest Services, PBX, reservations, and luxury guest experience management. Experience leading guest recovery efforts and resolving complex guest situations. Familiarity with Forbes Travel Guide standards and luxury hospitality service expectations. Excellent communication, organizational, and problem‑solving skills. Proficiency with property management systems and Microsoft Office Suite. Ability to work flexible schedules including weekends, evenings, and holidays. Preferred Previous luxury resort or wellness hospitality experience. Prior hotel or resort pre‑opening experience. Experience with Forbes Travel Guide‑rated properties. Knowledge of transportation coordination and resort activity management. Bilingual communication skills. Benefits Use of services and facilities including the spa, fitness classes, lectures, and overnight stays at all Canyon Ranch locations nationwide. Generous health plan including Health, Dental and Vision after 30 days of employment. 25 Days of personal and holiday time off (vacation, sick and holidays). Supplemental Health care options (including Accidental, Critical Illness and Hospital care). Employer‑paid life insurance and Employee Assistance Program. Paid Maternity leave. A supportive, collaborative work environment with opportunities for professional growth. #J-18808-Ljbffr Canyon Ranch