JOB SUMMARY:  Works with the management team to build and cultivate a staff of service-oriented team members who exhibit a commitment to Total Guest Satisfaction.  Manages all Front Office functions, including Front Desk, Guest Services, Overnight and PBX, providing efficient, friendly, courteous and informative service meeting The Setai’s exemplary levels.

  • Exemplifies our commitment to The Setai’s mission of Total Guest Satisfaction
  • Maintains positive guest relations at all times; anticipates guests’ needs, responds promptly; and works in conjunction with all Rooms staff to deliver consistent and sought-after guest experiences that meet the style of The Setai
  • Provides communication and training support to operational units to be sure that the hotel’s expectations for quality are met
  • Oversees Front Desk, Guest Services, PBX and Overnight operations in a manner that is consistent with Hotel standards and guest expectations of a top-rated luxury hotel and results in a high return of repeat guests and guest referrals.
  • Oversees all assigned operations in a manner that meets the standards of top referral partners such as Leading Hotels
  • Works closely with and communicates with other departments to address guests’ needs.
  • Resolves and addresses guest concerns and issues proactively and with grace and diplomacy; and leads others to do the same
  • Ensures that all guest records and entries such as night audit, guest folios, and guest profiles are accurate and current
  • Manages all assigned financial resources and works with the management team to facilitate the achievement of financial goals and cost control
  • Ensures that assigned staff are productive, appropriately compensated and provided with adequate support to perform their jobs efficiently and effectively
  • Recruits and trains employees in accordance with hotel guidelines
  • Develops and maintains SOPs for Front Office operations and trains staff accordingly
  • Is thoroughly knowledgeable of all systems used in the Front Office and trains new staff
  • Ensures that required reports and remittances are accurate and timely
  • Cultivates and provides support to a diverse workforce

Must have a Bachelor’s degree in Business or Hospitality; AND at least five (5) years of Front Office Management experience in a 5-star luxury hotel of comparable size; OR an equivalent combination of education and experience. Knowledge in Forbes Travel Guide standards is required.

  • Strong knowledge of hospitality principles and procedures
  • Solid knowledge of front desk protocol and experience working with high profile guests with discriminating expectations
  • Reputation for handling situations and confidential information discretely, projecting a positive, professional and supportive outward image and exercising good judgment for the position
  • Ability and desire to train others
  • A track record of interacting with and leading all employee levels in a positive and respectful manner
  • Strong computing skills demonstrating proficiency with property management systems, point of sale systems, and Microsoft Office software (Excel, Word, Outlook)
  • Ability to review information in a factual and neutral manner, analyze data and prepare reports and documents in a timely manner
  • Ability and willingness to work flexible hours
  • Outstanding interpersonal skills and excellent communication skills, both written and oral
  • Strong analytical skills and financial/business acumen
  • Excellent time management and organizational skills.

Able to perform all essential duties with or without accommodation.

Department: Rooms
This is a management position
This is a full time position

Visit Careers at The Setai

Personal Information


Other Information