Front of House Manager

Front Of House Manager

The Front of House (FOH) Manager plays a critical leadership role in ensuring an exceptional experience for our clients and their pets while supporting the efficient day-to-day operation of the resort. This position leads and supports the Front of House team, maintains high standards of customer service, and helps ensure smooth communication and coordination between clients, team members, and resort leadership.

The Front of House Manager serves as a visible leader within the resort, helping create a welcoming environment, resolve client needs, support the team, and ensure front desk operations are organized, accurate, and efficient.

Key Responsibilities

• Oversee the efficiency, accuracy, and overall execution of daily Front of House operations.
• Ensure team members consistently provide a warm, professional, and service-focused experience for clients and their pets.
• Support and guide Front of House team members throughout the day, helping prioritize responsibilities and maintain appropriate coverage during peak periods.
• Oversee client check-in and check-out processes, reservations, service updates, and other front desk activities to ensure an efficient and positive client experience.
• Help ensure client and pet information, reservations, service requests, and special instructions are entered and communicated accurately.
• Serve as a point of escalation for client questions, concerns, or service issues and work toward timely, thoughtful resolutions.
• Promote clear and consistent communication between the Front of House, Back of House, and resort leadership teams.
• Help identify opportunities to improve the client experience, front desk processes, and overall operational efficiency.
• Support the team in educating clients about resort services and identifying opportunities to meet the needs of pets and their families.
• Maintain an organized, clean, professional, and welcoming Front of House environment.
• Assist with training, coaching, and developing Front of House team members to strengthen service standards and operational consistency.
• Help with coverage for other roles or areas as needed to support the overall operation of the resort.
• Partner closely with the General Manager and other resort leaders to support team communication, operational priorities, and an exceptional experience for both clients and pets.

Requirements

• Strong leadership, communication, and interpersonal skills.
• A genuine passion for pets and providing exceptional service to their families.
• Strong customer service skills with the ability to handle client questions and concerns professionally and confidently.
• Ability to assess situations, solve problems, and make proactive decisions.
• Organized, dependable, and able to manage multiple priorities in a fast-paced environment.
• Comfortable coaching and supporting team members while holding consistent service and performance expectations.
• Experience in customer service, hospitality, pet care, retail, or a similar service-oriented environment preferred.
• Able to work both independently and collaboratively as part of a team.
• Comfortable working in an active pet care environment and assisting in other areas of the resort when needed.