The Front Office Manager oversees all front desk and reception operations at ISSA Resort, ensuring an exceptional guest experience from arrival to departure. This role is the primary point of contact between the resort and its guests, requiring strong leadership, operational excellence, and a genuine passion for hospitality
Responsabilities
Operations
● Manage and supervise the daily operations of the front office and reception team;
● Oversee check-in and check-out procedures, ensuring efficiency and accuracy;
● Handle room reservations, modifications, and special guest requests;
● Ensure seamless communication between front office and all other resort departments;
● Monitor room occupancy and optimize revenue through yield management strategies;
● Handle guest complaints with professionalism and resolve challenging situations swiftly;
Team Management
● Train, schedule, and evaluate front office team members;
● Build and maintain shift rotations to ensure 24/7 coverage;
● Develop and enforce standard operating procedures;
● Monitor team performance KPIs and report results to senior management;
● Foster a positive, motivated work environment aligned with ISSA Resort values;
Guest Experience and Service Quality
● Implement and uphold ISSA Resort's hospitality and service standards;
● Collect and analyze guest feedback and propose continuous improvements;
● Personalize the stay experience for VIP guests and loyal returning clients;
● Ensure compliance with safety, privacy, and quality protocols at all times;
Financial and Administrative Management
● Manage cash handling, transactions, and daily financial reconciliation;
● Prepare daily, weekly, and monthly operational reports;
● Control departmental operating costs within budget;
● Ensure compliance with applicable legislation and internal regulations;
Requirements
Education and Experience
● Degree in Tourism, Hospitality Management, or a related field (preferred);
● Minimum 3 years of experience in hotel front office, including at least 1 year in a supervisory role;
● Proven experience with Property Management Systems (Opera, Fidelio, or similar);
● Knowledge of revenue management principles is a strong advantage;
Language Skills
● Romanian – native or fluent;
● English – advanced level (written and spoken);
● A third international language is considered an advantage;
Technical Competencies
● Proficient in MS Office and online reservation platforms;
● Analytical skills and ability to interpret operational data and reports;
Personal Competencies
● Strong guest-centric mindset and commitment to service excellence;
● Natural leadership ability and team motivation skills;
● Excellent communication, interpersonal, and conflict-resolution skills;
● Ability to remain calm and decisive under pressure;
● Flexibility and availability for shift work, including weekends and public holidays;
● Polished professional appearance.
