Front Office Guest Services Manager

Job Description

Join Our Leadership Team: Cheeca Lodge & Spa, a premier luxury resort in Islamorada, FL, is seeking a motivated and experienced Front Office Guest Services Manager. This position plays a critical role in ensuring superior guest satisfaction by overseeing all Front Office operations, including the Front Desk, Concierge, Bell Stand, and PBX Operators.

Position Overview:

• Job Title: Front Office Guest Services Manager
• Location: Cheeca Lodge & Spa, Islamorada, Florida Keys

Job Summary: The Guest Services Manager provides leadership within the Front Office to ensure exceptional guest experiences. Working closely with the Resort Manager and Director of Rooms Operations, this role involves recruiting and training Front Office team members, developing standard operating procedures, and maintaining accountability. The Guest Services Manager will also coordinate with housekeeping and engineering to ensure that rooms and facilities are impeccably maintained.

Key Responsibilities:

• Oversee the daily operations of the Front Office, including the Front Desk, Concierge, Bell Stand, and PBX Operators.
• Recruit, train, and manage Front Office team members, ensuring accountability and high performance.
• Ensure consistent service standards and resolve guest issues promptly to maximize guest satisfaction.
• Manage Front Office guest supply and operating supply inventory and budget compliance.
• Communicate room issues to the Director of Engineering and Executive Housekeeper.
• Coordinate with Group Sales and Conference Services to support Group and Wedding stays.
• Foster positive relationships with other departments and create a productive work environment through training and communication.
• Define and implement standard operating procedures to improve guest service scores.
• Act as Manager on Duty (MOD) as needed.
• Review guest satisfaction surveys and address areas for improvement.
• Utilize hospitality systems such as Revinate, HotSoS, Birchstreet, Synxis CRS, Visual One PMS, and ADP payroll.

Required Qualifications:

• Minimum 3 years of progressive experience at a resort property.
• Minimum 2 years of progressive management experience.
• Exceptional interpersonal and customer service skills.
• Excellent organizational skills with the ability to multitask and pay close attention to detail.
• Effective written and verbal communication skills.
• Knowledge of Microsoft Office.
• Valid Driver’s License.

Preferred Experience:

• Knowledge and proficiency in hospitality housekeeping and engineering.
• Familiarity with local Florida Keys offerings and attractions.
• Bilingual is a plus.

Physical Requirements:

• Ability to walk and stand for extended periods, talk, hear, listen, reach, grasp, and perform repetitive motions.
• Ability to push, pull, lift, carry, or otherwise move up to 40-60 lbs.

Benefits Include:

• 401(k) with employer matching.
• Employer Paid Short Term and Long Term Disability Insurance.
• AD&D insurance.
• Dental, health, and vision insurance.
• Employee discounts.
• Flexible spending and health savings accounts.
• Life insurance.
• Paid time off.

Why Join Cheeca Lodge & Spa: As the Front Office Guest Services Manager, you will be at the heart of creating memorable guest experiences at one of the most prestigious resorts in the Florida Keys. With a dynamic work environment and opportunities for professional growth, this role is perfect for a hospitality leader who is passionate about guest service and team development. Apply today to join our exceptional team and help us continue to deliver unparalleled luxury to our guests.