As a Front Desk Manager, I fully comprehend the vision of Six Senses to help people reconnect with themselves, others and the world around them, plus our values of local sensitivity and global sensibility, crafted experiences, emotional hospitality, responsible and caring, fun and quirky and pioneering wellness. By embracing the Six Senses vision and values, I will deliver an exceptional experience for guests and develop hosts to be the very best they can be.
Sustainability, Wellness, and Out of the Ordinary experiences are at the core of everything we do at Six Senses. I will safeguard these pillars and its strategic planning and development and ensure all directives, practices, and initiatives are implemented, embraced, and adopted within the resort.
Duties And Responsibilities
* Oversee the daily Front Desk operation, ensuring smooth guest arrivals, departures, check-ins and check-outs.
* Maintain a strong and proactive presence in the lobby, supporting Hosts and engaging with guests.
* Ensure accurate management of reservations, billing, guest profiles and daily reports.
* Maintain up-to-date knowledge of room availability, VIP arrivals, special requests and occupancy forecasts.
* Implement, review and update Front Desk Standard Operating Procedures (SOPs).
* Ensure compliance with brand standards, LQA, Forbes and FHR requirements, conducting regular audits and follow-ups.
* Address service recovery situations promptly with a solution-oriented and guest-centric approach.
* Actively monitor guest feedback and implement continuous improvement actions.
* Ensure operational issues related to service or product maintenance are resolved efficiently in collaboration with relevant departments.
* Lead, coach and develop Duty Managers, Front Desk Agents and Bell & Door team.
* Foster a culture of Emotional Hospitality, accountability and engagement.
* Ensure proper onboarding, training and continuous development of the team.
* Conduct performance evaluations and provide regular feedback for professional growth.
* Promote teamwork, positive morale and host engagement initiatives.
* Ensure optimal staffing levels and effective scheduling to maintain service excellence.
* Work closely with Housekeeping, Maintenance, F&B and other operational departments to ensure seamless guest journeys.
* Empower the team to anticipate guest needs and exceed expectations.
* Maintain high visibility during peak operational hours to support cross-departmental coordination.
* Contribute to revenue generation through upselling initiatives and strategic guest engagement.
* Monitor Front Desk-related expenses and ensure alignment with budgetary goals.
* Optimize staffing efficiency and resource allocation.
* Prepare and submit accurate financial summaries, operational reports and performance analyses.
Qualification
To execute the position of Front Desk Manager, I have the required qualifications, technical skills and experience in a similar or greater role in luxury hotels with proven results and including the following:
* Possess a minimum of three years total experience in similar hotel operational role.
* In terms of frontline rooms management, I have an intuitive sense of product and service quality, a passion for excellence and an understanding of the sophisticated needs of the luxury customer.
* I am a responsive, engaged and interactive leader, capable of building strong positive relationships with hosts that results in a shared vision of success for the operation, demonstrated ability to leverage shared resources, undertake training as needed and to manage through influence.
* Technical skills include Advanced MS Office – Word, Excel, PowerPoint and Outlook. I am also familiar with various hotel systems including POS, PMS and CRM platforms.
* Fluent in English and Spanish is a plus.
* Valid Spanish Work Permit or European Union citizenship is required for this role.
Six Senses is an equal opportunity employer. This policy applies to all terms and conditions of employment.
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