front of house manager | one&only aesthesis, athens (20561)

The Front of House Manager is accountable for the integrated daily operation of Guest Experience, Front Office, Guest Services & Connectivity and for the consistent delivery of a seamless, personalized guest journey from pre-arrival through departure and post-stay follow-up. Reporting to the Director of Rooms, the role converts occupancy, guest profile and operational information into a precise service plan; controls room allocation and arrival readiness; leads guest communication and service recovery; and coordinates the actions of all departments that affect the guest experience. The role creates the operating conditions, team capability and service discipline required to exceed guest expectations while protecting safety, privacy, brand standards and operational continuity. The Front of House Manager also performs scheduled Manager on Duty responsibilities and acts as the primary operational point of contact between hotel management and Front of House employees, ensuring that decisions, priorities, risks and employee feedback are communicated accurately and acted upon through the appropriate channels.

Key Duties and Responsibilities

• Oversee the daily operation of Guest Experience, Front Office, Guest Services & Connectivity, ensuring effective shift coverage and coordination. 

• Lead daily briefings and operational handovers, communicating priorities related to arrivals, departures, VIPs, special occasions, guest requests and open issues. 

• Maintain a highly visible presence in the lobby and guest areas, engaging with guests and proactively identifying service opportunities. 

• Handle guest concerns and escalated complaints, taking ownership of each case through to resolution and follow-up. 

• Oversee room allocation and room-status accuracy, working closely with Housekeeping, Reservations and Engineering to resolve discrepancies and ensure timely room readiness. 

• Ensure VIPs, repeat guests and special occasions are properly prepared for, with guest preferences and relevant information communicated to all involved departments. 

• Create the conditions for the delivery of high-quality, personalized service throughout the guest journey. 

• Train, coach and guide Front of House colleagues in accordance with Forbes Travel Guide, LQA and brand standards. 

• Manage departmental rosters and staffing levels according to occupancy, guest flow and operational requirements. 

• Provide regular performance feedback and support the professional development of managers, supervisors and team members. 

• Oversee guest calls, emails, messages, service requests and connectivity-related issues, ensuring timely responses and effective follow-through. 

• Work closely with department heads to coordinate actions and resolve matters affecting the guest experience. 

• Perform scheduled Manager on Duty duties, representing the Resort Management Team and responding to guest, employee and operational matters as required. 

• Act as the primary operational point of contact between hotel management and Front of House employees, supporting clear two-way communication and escalating relevant concerns through the appropriate channels. 

• Ensure compliance with resort policies, operating procedures, grooming standards and safety requirements.

Skills, Experience & Educational Requirements

• Bachelor's degree in Hospitality Management, Business Administration or a related discipline, or an equivalent combination of education and relevant international luxury-hotel experience.

• At least five years of progressive Front of House experience in a luxury hotel or resort, including substantial responsibility for multi-function operations and team leadership.

• Demonstrated experience in room allocation, VIP operations, guest complaint resolution, service recovery, shift leadership and interdepartmental coordination.

• Practical working knowledge of Forbes Travel Guide and LQA standards, including service observation, coaching, calibration and corrective-action follow-up.

• Strong command of Opera PMS and proficiency with Microsoft Office and hotel guest-profile, communications and task-management systems.

• Excellent written and spoken English. Greek and additional languages are an advantage.

• Strong judgment under pressure, with the ability to prioritize concurrent guest, employee, safety and operational matters and to escalate appropriately.

• Credible, visible leadership style with the ability to coach managers and frontline colleagues, manage difficult conversations and build accountability across departments.

• High standards of professional appearance, discretion, confidentiality and personal integrity.

• Flexibility to work rotating shifts, weekends, public holidays and MOD coverage according to operational requirements.