Front of House Manager

Job Purpose

The Front of HouseManager ensures a welcoming, calm, and well-coordinated environment in theresort’s public guest-facing areas, particularly the lobby andarrival/departure zones. This role serves as the primary on-floor escalationpoint for guest concerns and service recovery, resolving issues directly andensuring guests feel heard, valued, and supported.

The FOH Manager actsas a visible hospitality ambassador, working closely with the Front Office andGuest Relations teams to maintain service flow, communication clarity, andguest comfort during key interaction moments.

Key Responsibilities

Guest Presence & Floor Leadership

• Maintain a strong, visible presence in the lobbyand high-traffic guest areas throughout key arrival and departure periods.
• Serve as a point of approach for guests seekingsupport, clarification, or assistance.
• Proactively observe guest mood, service flow,queues, and pressure points, and intervene when needed to restore calm andefficiency.

Complaint Handling & Service Recovery

• Serve as the first contact for escalated guestconcerns, managing resolution with empathy, discretion, and ownership.
• Apply service recovery gestures and compensationin line with policy and situation sensitivity.
• Ensure recovery communication is completed andlogged 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 teamsby guiding guests to the right assistance points and helping resolvebottlenecks.
• Ensure public areas reflect standards ofpresentation, atmosphere, and brand identity.

Communication & Coordination

• Communicate real-time guest issues to therelevant department for follow-up (GR, FO, HSK, F&B, Engineering asneeded).
• Participate in briefings and relay insights fromguest 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 lobbyteams regarding tone of voice, body language, guest approach style, andemotional intelligence.
• Role-model calm, confident, and respectful guestcommunication behavior.
• Support seasonal integration of new team membersthrough presence, listening, and guidance.

Accountability

• Fully accountable for guest service atmosphereand service recovery execution in front-of-house areas.
• Responsible for maintaining ahospitality-centered, calm, and positive tone in guest interaction zones.
• Ensures escalations are handled professionallyand followed through.

Απαραίτητα Προσόντα:

• Proven experience as a front of House Manager orsimilar role, preferably in a 5* guest service environment.
• Computer Literacy and familiarity withHospitality software (Opera, Fidelio).
• Fluency in English, with an additional languagebeing a plus (Russian, German, French).
• Degree/Diploma in Hospitality/Tourism.
• Strong communicative, interpersonal, managerial& problem-solving skills.
• Ability to manage multiple priorities underpressure while maintaining high service standards.

Παροχές:

Team: Becoming a member of an organization that cares about its people, the environment, and the local communities

Grow: Have room to grow and develop via numerous opportunities for learning, professional development, and career advancement

Care: Competitive remuneration package, Accommodation & daily transportation, Full board meals, Departmental training