Front of the House Manager

POSITION OVERVIEW

At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, homes, experiences and products which transform our guests’ and owners’ perspectives and daily lives. To achieve our ambitions, we capitalise on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ‘Aman way of life’ – a mindset shared by our guests, homeowners and employees which creates a lifelong sense of belonging driven by our values of:

 

Invest in individuality – fostering an environment where each person can push boundaries, take risks and challenge norms.

 

Nurture pathfinder spirit – exploring experiences, opportunities and locations which transform into new exciting ventures.

 

Act like owners – taking charge, leading by example and an immense sense of pride in our work.

 

Celebrate communities – ensuring that every member of our community is looked after and nurtured in a compassionate, respectful and collaborative manner.

 

Oversee the entire guest services operations of the resort and ensure that all aspects of the operations are monitored and supervised, ensure that guests receive utmost care as Aman seva and brand promises in every aspect of their journey, from guest arrival to departure. Assume a pivotal role in managing various guest services activities and make sure that the Butlers and guest services team maintains consistency in the level of service provided.

 

RESPONSIBILITIES

• Provide leadership and direction in all aspects of Guest Services·
• Ensure that the guest services team works in collaboration with all other departments to deliver memorable and exemplary guest experiences as per Aman Seva and Brand promises.
• Coordinate various front of the house operations and team activities of the guest services department, liaise with other departments.
• Responsible for setting goals and targets for guest services department, monitoring guest reviews and feedback and implementing actions to meet these goals.
• Serve as point of contact regarding guest complaints, take ownership and resolve them in a timely manner. Assist the team in finding creative solutions to operations and experiential challenges and consistently improve on service recovery and delivery.
• Measure, analyze and report guest service satisfaction from direct guest feedback to online comments and other similar experiential performance metrics.
• Facilitate training, ensure all brand and service standards are met and the resort achieves outstanding audit scores on all guest service-related functions.
• Works with Assistant Manager / supervisees to put processes in place.
• Measures results (challenges, successes, etc.) and communicates on a weekly basis to GM.
• Oversee and implement Front Office initiatives and ideas.
• Review the arrivals during the morning meeting and highlighting VIP arrivals/ Aman Junkie guests etc.

QUALIFICATIONS

• Proven working experience in luxury set up as Front Office Manager or, Manager Operations
• Guest oriented with focus on personalized service.
• Flexibility to respond to a range of different work situations
• Ability to work under pressure in a diverse multi-cultural team
• The role is open for Sri Lankan Nationals