Front Office Manager (EllaElyra - S27)

About this role

"Ella” means ‘come’ in Greek.  A heartfelt invitation to explore, connect, and feel inspired. At Ella Resorts, we open our doors to a world where every moment becomes a cherished memory. We reimagine the art of resort living for the modern lifestyle traveler. Those who seek not just a destination, but a meaningful journey. Our curated collection of beachfront retreats, set across some of the Mediterranean’s most iconic shores, invites you to embrace adventure, unwind in style, and discover the true essence of summer living.
In order to support our rapid growth we are seeking to hire an experienced and visionary Front Office Manager.

Position Summary
Our new Front Office Manager will be the ambassador of our FO Service Excellence Culture at our fully renovated Resort in Corfu, Ella Elyra, opening its doors in 2027. She/he will be responsible for supervising and developing the FO Team, and providing high quality services and memorable experiences to our guests.
The Front Office Manager is responsible for the efficient operation of the reception area, ensuring a welcoming and professional experience for guests, visitors, or clients. This role includes staff management, guest relations, administrative tasks, and maintaining a well-organized front office. She/he ensures a stable and profitable work environment, whilst training and assisting the team with the implementation of Group’s policies, rules and guidelines.
This is a great opportunity for someone who aspires to develop her/himself and become part of an innovative and vibrant team of hospitality professionals who aim high!

Main Responsibilities & Accountabilities
Leadership Development
Leads the FO team, develop and implement departmental objectives in line with the hotel business objectives
Select, train, and develop the FO team
Manages and evaluates the performance of direct reports to ensure the efficient running of the department
Designs and implements the on-the-job training plan for all staff members, ensuring compliance and effectiveness of training activities in liaison with Human Resources Manager
Maintains harmonious relationships and good communication within the entire team and all guests
Maintains a clean and pleasant appearance for the FO Team (including adherence to the Ella Grooming Standards that are of paramount important in our brand), and giving the impression of reputable and organized service providers
Oversees the daily activities of the front office staff, including front desk agents, bellboys, and concierge personnel (if applicable)
Creates work schedules and manages staffing levels to meet occupancy demands
Front Office Operations
Directs the guest experience operations such as checking in, checking out and providing guest assistance, whilst ensuring compliance with department’s procedures and standards and maintaining or exceeding guests’ expectations
Reviews and develops department’s SOPs to reflect best practices and adapt to industry trends in collaboration with the HR department – trains staff on the Ella Signature FO SOPs and makes sure all are followed and implemented
Maximizes hotel revenue by controlling room inventory, group blockings, packages, up selling to higher category Rooms, adhering to late charge policy and double hotel occupancy rates to maximize REVPAR.
Ensures that all guests are given friendly and caring service from their arrival until their departure according to Company standards in a safe and secure environment.
Completely familiarizing with hotel emergency procedures, and provide calm reassuring assistance to guests and staff in the event of an emergency
Ensures the front office area is clean, organized, and aesthetically appealing
Oversees access control, security procedures, and visitor management systems
Manages the operation and maintenance of office equipment (e.g., phones, computers, printers)
Oversees check-in and check-out procedures
Manages guest information and key cards
Assists with VIP and special requests
Administration
Accomplishes a set of administrative duties such as leading and attending meetings, writing reports and memos and other specific duties related to the job function
Works varying schedules to reflect the guests’ needs due to the cyclical nature of the hospitality industry
Attends all schedule training sessions and meetings as and when required
Understands and responds to all guest needs and requests in a timely and professional manner
Ensures that all health and safety standards are implemented, and immediately reports all suspicious occurrences and hazardous conditions to the GM and other related stakeholders
Maintains accurate guest records and accounts
Prepares daily, weekly, and monthly reports on occupancy rates, revenue, and guest satisfaction
Analyzes data to identify trends and make data-driven decisions
Prepares annual departmental budgets in collaboration with the Hotel General Manager
Handles financial transactions, including balancing cash drawers and handling petty cash
Maintains the billing system
Requirements
A bachelor's degree in Hotel Management, Hospitality Management, Business Administration, or a related field
A minimum of 3-5 years of relevant experience in front office management at 5* hotels or similar establishments. This experience should include supervisory roles and expertise in front office operations
Previous experience in leadership roles, including overseeing and supervising front office staff, recruitment, training, scheduling, and ensuring exceptional service delivery
Must be tech savvy and posses computer skills, including, but not limited to use of Microsoft 365 (Word, Excel, PowerPoint). Knowledge of relevant PMS software is required, preferably PROTEL.
A commitment to delivering exceptional customer service and ensuring a positive experience for guests, visitors, or clients
Strong leadership and team management skills to oversee and supervise front office staff effectively
Displays emotional maturity and…