Job Description

Roles & Responsibilities

Operational Responsibilities

• Oversee daily Front Office operations, including Guest Relations, Reception, Concierge, and Bell Services.
• Ensure service delivery consistently meets Morgans Originals brand standards and exceeds guest expectations.
• Monitor team performance, scheduling, and departmental budgets to optimize operational efficiency.
• Handle guest complaints and service recovery with professionalism and urgency.
• Collaborate with other departments to ensure smooth interdepartmental operations and elevate overall guest experience.

Team Leadership

• Lead, mentor, and develop the Front Office team, promoting a culture of service excellence, accountability, and collaboration.
• Oversee recruitment, onboarding, performance reviews, and ongoing training for the department.
• Encourage creativity and initiative within the team, recognizing and rewarding outstanding contributions.

Brand & Culture Contribution

• Act as an ambassador for the hotel s brand values, ensuring every guest interaction reflects the personality and standards of Portaluna.
• Support cross-departmental initiatives to enhance the guest experience through operational insights.
• Promote sustainability and socially responsible practices in line with brand initiatives.
• Foster a collaborative, inclusive, and innovative culture within the Front Office team.

Desired Candidate Profile

What we re looking for

• Bachelor s degree in Hospitality, Hotel Management, or a related field.
• Minimum 5 years experience in Front Office management, preferably within a lifestyle or luxury hotel.
• Proven expertise in pre-opening hotel operations is highly desirable.
• Strong leadership, coaching, and people management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency with hotel PMS systems (Opera, Protel, or equivalent) and MS Office suite.
• Fluency in English; additional languages are a plus.