Cluster Front Office Manager

The Cluster Front Office Manager is responsible for leading and overseeing Front Office operations across multiple boutique hotel properties, ensuring exceptional guest experiences, operational consistency and high service standards. This role provides strategic leadership to Front Office teams, drives continuous improvement initiatives, and supports the achievement of business and guest satisfaction objectives.

Key Responsibilities

• Oversee the daily Front Office operations across all assigned hotel properties.
• Ensure the consistent delivery of exceptional guest service and personalized hospitality experiences.
• Lead, coach, mentor, and develop Supervisors and Guest Service teams.
• Customize, implement, and maintain Front Office Standard Operating Procedures (SOPs) across the boutique hotels.
• Plan and conduct regular SOP, service excellence, and operational training sessions for Front Office employees.
• Monitor compliance with company policies, operational procedures, and the hotel standards through regular self-audits and coaching.
• Develop, monitor, and continuously improve Guest Satisfaction Indicators.
• Analyze guest feedback and operational performance data, implementing action plans to enhance guest satisfaction and operational efficiency, and preparing training plans accordingly.
• Collaborate with Revenue Management, Reservations, Housekeeping, Sales, Marketing, and other departments to maximize operational performance and guest experience.
• Monitor room inventory, arrivals, departures, VIP guests, and service recovery processes.
• Support operational projects and continuous improvement initiatives across the boutique hotels.
• Prepare regular operational and performance reports for senior management.

• Minimum 3 years of managerial experience in a Front Office leadership role within the hospitality industry.
• Previous Cluster Front Office management experience is highly preferred.
• Experience in boutique, lifestyle, or luxury hotels will be considered a strong advantage.
• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field is preferred.
• Strong leadership, coaching, and people management skills.
• Proven experience in developing and implementing Standard Operating Procedures (SOPs).
• Experience conducting operational and service excellence training programs.
• Strong understanding of Guest Satisfaction Indicators (GSIs), online reputation management, and quality assurance processes.
• Excellent organizational, analytical, and problem-solving abilities.
• Experience working with Property Management Systems (PMS), preferably Opera or Opera Cloud.
• Good knowledge of Microsoft Office applications (Excel, Word, PowerPoint).
• Ability to manage multiple properties, prioritize tasks, and work effectively in a fast-paced environment.
• Strong communication, interpersonal, and stakeholder management skills.
• Language Requirements: Azerbaijani – Fluent; English – Fluent; Russian – Fluent