Front Office Manager

Company Description

Splash Beach Resort, Mai Khao Phuket is soon to become Rixos , the iconic luxury 5-star all-inclusive brand under Ennismore . Nestled on the pristine shores of Mai Khao Beach, Phuket, our resort is entering an exciting new chapter, bringing world-class hospitality, exceptional dining, and unforgettable guest experiences to one of Thailand's most beautiful destinations.

As part of the Rixos family, we are committed to delivering genuine hospitality through outstanding service, innovation, and teamwork. We believe that our employees are the foundation of our success, and we are dedicated to creating an inspiring, inclusive, and supportive workplace where every team member can thrive.

We offer a dynamic environment that encourages continuous learning, professional growth, and career advancement. Whether you are beginning your hospitality journey or looking to take the next step in your career, you'll have the opportunity to develop your skills while working alongside passionate professionals in a world-class luxury resort.

Join us and become part of an exciting transformation as we redefine luxury all-inclusive hospitality in Phuket. Together, we create exceptional experiences for guests from around the world while building rewarding careers for our people.

Job Description

Operational Management

• Oversee the daily operations of Front Desk, Guest Service Center, Concierge, Bell Service, and Guest Relations (where applicable).

• Ensure smooth check-in and check-out processes.

• Monitor room availability, occupancy, room assignments, and guest requests.

• Maintain accurate guest records and billing procedures.

• Ensure compliance with hotel policies, procedures, and brand standards.

• Act as Manager-on-Duty (MOD) when assigned.

Guest Experience

• Ensure all guests receive professional, personalized, and efficient service throughout their stay.

• Review daily arrival, in-house, and departure guest lists to identify VIPs, repeat guests, long-stay guests, airline crew members, and special occasions.

• Ensure personalized greetings and recognition are provided to VIPs, returning guests, and loyalty members.

• Monitor guest preferences and stay history to deliver customized experiences and exceed guest expectations.

• Handle guest complaints, concerns, and service recovery promptly and professionally.

• Conduct regular lobby presence during peak periods to engage with guests and gather feedback.

• Monitor guest satisfaction scores and implement continuous improvement initiatives.

VIP & Guest Recognition Management

• Review and oversee all VIP arrivals, ensuring guest preferences and special requests are arranged prior to arrival.

• Conduct pre-arrival inspections of VIP rooms and suites to ensure room readiness, cleanliness, maintenance standards, amenities, and personalized touches are in place.

• Coordinate with Housekeeping, Engineering, Food & Beverage, and Guest Relations teams to ensure seamless VIP experiences.

• Personally welcome key VIP guests, corporate clients, airline representatives, and repeat guests whenever possible.

• Ensure VIP amenities, welcome letters, special occasion arrangements, and room set-ups are delivered accurately and on time.

• Follow up with VIP guests during their stay to ensure satisfaction and promptly address any concerns.

• Maintain accurate guest profiles and preferences within the Property Management System (PMS) to support future personalized service.

Leadership & Team Development

• Recruit, train, coach, and supervise Front Office associates.

• Conduct performance evaluations and provide ongoing feedback.

• Develop team members through coaching and succession planning.

• Foster a positive, service-oriented work environment.

Revenue & Financial Management

• Monitor cashiering activities and ensure compliance with hotel financial procedures.

• Monitor upselling opportunities and front office revenue streams.

• Control departmental expenses and labor costs.

• Prepare reports and analyze operational performance.

Communication & Coordination

• Coordinate closely with Housekeeping, Reservations, Sales, Engineering, Security, and other departments.

• Ensure effective shift handovers and communication within the team.

• Conduct departmental daily briefings.

• Participate in operational meetings and briefings.

Qualifications

• Bachelor's Degree in Hospitality Management, Business Administration, or related field preferred.

• Minimum 3–5 years of Front Office supervisory experience, including at least 2 years in a management role.

• Strong knowledge of hotel operations and Front Office procedures.

• Experience with Property Management Systems (Opera or equivalent).

• Excellent leadership and problem-solving skills.

• Strong communication and interpersonal skills.

• Fluent in English; additional languages are an advantage.