Manager, Front Office

Manager, Front Office 
(19428)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Woven seamlessly into the diverse, dramatic vistas of one of Mexico’s last tropical beachfront jungles in Riviera Nayarit, One&Only Mandarina provides the perfect balance between chic treehouse seclusion and clifftop villas. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the job.

Coordinate daily operations and ensure proper functioning within the departments, fully supporting a team-oriented environment and maintaining a constant and accurate flow of information to deliver the level of quality our guests deserve.

Primary Duties and Responsibilities

• Review the logbook to delegate tasks.
• Print reports and follow up on any pending matters.
• Ensure proper grooming and punctuality of all department personnel.
• Lead the department’s daily line-up meeting.
• Assign rooms for arrivals, paying special attention to any special requests.
• Coordinate and ensure proper processing of voucher adjustments, paid outs, traveler’s checks exchange, cash handling, and miscellaneous charges.
• Review daily balances and verify backup documentation such as validated vouchers, cash, and/or coupons.
• Coordinate with Housekeeping on the preparation of departure rooms that are also scheduled for arrivals. Also coordinate special transportation services for early arrivals or late departures, taking into account any special requests.
• Properly handle authorizations and late check-out charges, coordinating with all involved departments.
• Attend Pre-Con meetings and provide follow-up.
• Manage and follow up on unrecognized charges during the shift.
• Coordinate proper check-in procedures in accordance with hotel standards, providing general hotel and room information.
• Maintain complete and accurate knowledge of room categories, rates, hotel locations, activities, services, and schedules.
• Address and properly manage guest complaints, providing prompt and satisfactory solutions through immediate decision-making and/or consultation with the Operations Manager or Rooms Division Director.
• Supervise a smooth and accurate shift handover.
• Properly manage and update the operating system for future reservations, ensuring correct status after guest payment and adjusting reservation levels as needed.
• Ensure accurate guest references for transportation arrangements.
• Proper handling of guests with disabilities.
• Conduct appropriate check-in procedures to ensure personalized treatment.
• Coordinate resolutions with Housekeeping for discrepancies between reports, ensuring these are accurately recorded in the system.
• Proper management of Lost & Found items.
• Control vehicle registration and ensure complete information is recorded in the log.
• Supervise the cleanliness and presentation of the lobby and all guest access areas.
• Attend departmental meetings.
• Supervise that all accounting tasks, procedures, and reports for the area are completed as thoroughly as possible.
• Ensure the continuous use of the English language, including maintaining low voice tones within reception areas.
• Coordinate staff attendance to meetings or training sessions.
• Ensure smooth workflow within the department while consistently delivering quality and excellence.
• Perform Front Desk Manager duties with full responsibility in their absence when required.

About you

• Gender: No preference
• Professional education: Bachelor’s Degree in Tourism or Hotel Management
• Minimum of 5 years of experience in hospitality or guest services
• Proficiency in spoken and written English
• Strong communication skills
• Quick thinking and mental agility
• Excellent interpersonal skills
• Ability to work under pressure
• Strong improvisation skills

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.