Front Office Manager

Job Description

Job Description

Overview

History and spectacular landscapes come together, at the foot of the Blue Ridge Mountains. Celebrated landmarks, including Thomas Jefferson's Monticello and the University of Virginia, are clustered here among swathes of the East Coast's most beautiful scenery. The region is also home to over 25 wineries, breweries and cideries.

This is the setting for Keswick Hall, an impressive 80-room luxury boutique hotel nestled on 600 acres which recently re-opened in 2021 after renovations. Home to the prestigious Keswick Golf Club, Marigold Restaurant, by Jean-Georges, a new luxury spa and sports and aquatics center.

The Front Office Manager is responsible for leading all front office operations to deliver exceptional guest experiences consistent with the standards of a luxury resort. This role oversees the Front Desk, Guest Services, Bell Services, Transportation, and VIP Guest Relations teams, ensuring seamless arrivals, departures, and personalized guest interactions. The Front Office Manager serves as a key ambassador of the resort, driving guest satisfaction, operational excellence, revenue optimization, and team development.

Salary: DOE

In addition, we offer a robust benefits package including health, dental, vision, life and disability; a competitive PTO offering, as well as 401(k).

Key Responsibilities

Guest Experience & Service Excellence

· Ensure all guests receive personalized, anticipatory, and memorable service throughout their stay.

· Manage VIP arrivals, special requests, guest preferences, and guest recovery efforts.

· Resolve guest concerns promptly and professionally while maintaining luxury hospitality standards.

· Monitor guest satisfaction scores, online reviews, and feedback to identify opportunities for continuous improvement.

· Foster a culture of genuine hospitality and attention to detail among all front office team members.

Perform other duties as assigned.

Operations Management

· Oversee daily operations of Front Desk, Bell Services, Guest Services, and Transportation departments.

· Ensure efficient check-in and check-out processes while maintaining personalized service standards.

· Monitor room inventory, occupancy levels, room assignments, and rate management in coordination with Revenue Management and Housekeeping.

· Maintain compliance with resort policies, brand standards, safety procedures, and local regulations.

· Conduct daily operational briefings and communicate resort updates to the team.

Leadership & Team Development

· Recruit, train, coach, and mentor front office employees.

· Conduct performance evaluations and create development plans for team members.

· Promote employee engagement and maintain a positive, service-oriented work environment.

· Ensure appropriate staffing levels based on business demands and occupancy forecasts.

· Lead by example and uphold luxury hospitality standards at all times.

Financial & Administrative Management

· Manage front office labor costs, scheduling, payroll, and departmental budgets.

· Monitor cash handling procedures, billing accuracy, and audit compliance.

· Maximize revenue opportunities through room upgrades, premium experiences, and guest service enhancements.

· Prepare reports related to occupancy, guest satisfaction, labor productivity, and operational performance.

Interdepartmental Collaboration

· Work closely with Housekeeping, Reservations, Food & Beverage, Spa, Engineering, Security, and Sales teams to ensure seamless guest experiences.

· Participate in resort leadership meetings and contribute to strategic initiatives.

· Coordinate special events, group arrivals, weddings, and high-profile guest visits.

Qualifications

· Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.

· Minimum 5 years of progressive front office experience, with at least 2 years in a management role within a luxury hotel or resort environment.

· Strong knowledge of property management systems (Opera).

· Proven leadership, coaching, and team development skills.

· Exceptional communication and interpersonal abilities.

· Strong problem-solving and conflict-resolution skills.

· Ability to work flexible schedules, including evenings, weekends, and holidays.

· Proficiency in Microsoft Office Suite and hospitality software systems.

Preferred Qualifications

· Experience with Forbes Five-Star, AAA Five Diamond, or other luxury hospitality standards.

· Experience managing VIP, celebrity, or high-net-worth guest experiences.

· Certification in hospitality management or guest service excellence is a plus.

Key Competencies

· Luxury Guest Service Excellence

· Leadership & Team Development

· Emotional Intelligence

· Conflict Resolution

· Revenue Optimization

· Operational Excellence

· Attention to Detail

· Communication & Relationship Building

· Strategic Thinking

· Decision Making Under Pressure

Performance Metrics

· Guest Satisfaction Scores (GSS)

· Online Review Ratings

· Employee Engagement & Retention

· Check-In/Check-Out Efficiency

· Upsell Revenue Performance

· Labor Cost Management

· Service Recovery Effectiveness

· Brand Standard Compliance

Physical Requirements

· Ability to stand and walk for extended periods.

· Ability to lift up to 25 pounds occasionally.

· Ability to work in a fast-paced resort environment and respond effectively during peak operational periods.

Reports To: Director of Rooms / Resort Manager Supervises: Front Desk Supervisors, Guest Services Agents, Bell Staff, Transportation Team, and Night Audit Team.

In addition, we offer a robust benefits package including health, dental, vision, life and disability; a competitive PTO offering, as well as 401(k).