Role Overview
Lead, control, and elevate our Front Office operations to deliver efficient, proactive, and world-class 5-star service. This role is responsible for driving guest satisfaction, optimizing room inventory and yield management, maintaining cross-departmental alignment, and developing high-performing front-line talent in a luxury resort environment.
Key Responsibilities
- Operational & Guest Service Leadership: Direct daily front-of-house operations to ensure prompt, high-touch service delivery. Maintain lobby standards, oversee guest recognition/VIP protocols, manage amenity arrangements, and resolve complex guest feedback and service recoveries with tact and professionalism.
- Cross-Departmental Collaboration: Coordinate closely with Housekeeping to prioritize room turnarounds against arrival schedules, liaise with Engineering for rapid maintenance resolution, and ensure seamless guest transfer logistics with transportation partners.
- Revenue & Yield Management: Monitor room inventory to maximize yield and strategically manage overbooking during peak demand periods. Partner with Sales & Reservations to capture commercial opportunities and actively drive on-property revenue via up-selling (rooms, F&B, retail, transfers, and activities).
- Financial Diligence: Assist the Cluster Rooms leadership with annual operational budgets and business plans. Ensure guest billing accuracy and implement strict controls to minimize rebates.
- Team Mentorship & Development: Coach, counsel, evaluate, and train hosts under internal talent development frameworks. Build a high-morale team culture aligned with organizational core values.
- Safety & Compliance: Oversee departmental risk management, emergency/evacuation readiness, Life and Fire Safety practices, and strict compliance with local laws and workplace standards.
Candidate Profile
- Education: Bachelor's degree plus technical diploma/certificate in Hospitality Management, Business Administration, or a related discipline.
- Experience: 4–7 years of progressive Front Office experience, including proven managerial or supervisory leadership in a 4/5-star hotel or upscale resort.
- Technical Skills: Strong working knowledge of hotel Property Management Systems (PMS), yield management principles, and general office computing applications.
- Communication & Languages: Excellent English communication skills; proficiency in Thai and additional foreign languages is an advantage.
- Core Competencies: Strong organizational acumen, high emotional intelligence, ability to perform well under operational pressure, and a polished, professional demeanor.
- Flexibility: Willingness to work varying schedules, weekends, and holidays to support resort operational needs.
How to Apply
Interested candidates are invited to submit their updated CV and cover letter to:
- Email: [Confidential Information] / [HIDDEN TEXT]
- Location: STAY Wellbeing & Lifestyle Resort, Rawai, Phuket
