Job Purpose The Front of House Manager ensures a welcoming, calm, and well-coordinated environment in the resort’s public guest-facing areas, particularly the lobby and arrival/departure zones.
This role serves as the primary on-floor escalation point for guest concerns and service recovery, resolving issues directly and ensuring guests feel heard, valued, and supported.
The FOH Manager acts as a visible hospitality ambassador, working closely with the Front Office and Guest Relations teams to maintain service flow, communication clarity, and guest comfort during key interaction moments.
Key Responsibilities Guest Presence & Floor Leadership Maintain a strong, visible presence in the lobby and high-traffic guest areas throughout key arrival and departure periods.
Serve as a point of approach for guests seeking support, clarification, or assistance.
Proactively observe guest mood, service flow, queues, and pressure points, and intervene when needed to restore calm and efficiency.
Complaint Handling & Service Recovery Serve as the first contact for escalated guest concerns, managing resolution with empathy, discretion, and ownership.
Apply service recovery gestures and compensation in line with policy and situation sensitivity.
Ensure recovery communication is completed and logged to GR / FOM systems for follow-up and trend reporting.
Support for Guest Flow & Lobby Operations Assist in managing arrival and departure pace, queue pressure, and guest movement coordination.
Support Front Office and Guest Relations teams by guiding guests to the right assistance points and helping resolve bottlenecks.
Ensure public areas reflect standards of presentation, atmosphere, and brand identity.
Communication & Coordination Communicate real-time guest issues to the relevant department for follow-up (GR, FO, HSK, F&B, Engineering as needed).
Participate in briefings and relay insights from guest interactions to support service improvement.
Maintain and update the guest recovery log, ensuring accuracy and clarity of information.
Team Support & Coaching Provide on-floor coaching to FO, GR, and lobby teams regarding tone of voice, body language, guest approach style, and emotional intelligence.
Role-model calm, confident, and respectful guest communication behavior.
Support seasonal integration of new team members through presence, listening, and guidance.
Accountability Fully accountable for guest service atmosphere and service recovery execution in front-of-house areas.
Responsible for maintaining a hospitality-centered, calm, and positive tone in guest interaction zones.
Ensures escalations are handled professionally and followed through.