Role Overview
As Front Office Manager at Basiqat Resort by Mantis, you will lead the front office operation, ensuring seamless guest journeys from arrival through departure. You will be responsible for creating warm, personalised and memorable experiences that reflect the Mantis philosophy, while maintaining the highest standards of service excellence.
This role requires a guest-focused leader who is passionate about luxury hospitality, thrives in a unique resort environment, and can inspire a team to deliver exceptional service while supporting operational readiness during the pre-opening phase.
What You'll Do
Front Office Operations Management
- Oversee all daily Front Office operations including reception, guest services, concierge, and arrival/departure experiences
- Ensure smooth and efficient guest journeys aligned with luxury hospitality standards
- Maintain consistent service delivery across all guest touchpoints
- Support pre-opening planning, systems setup, SOP development, and operational readiness
Guest Experience & Service Excellence
- Create personalised and memorable guest experiences that reflect the Mantis brand ethos
- Act as a visible ambassador of the resort, building strong guest relationships
- Manage guest feedback, service recovery, and ensure timely resolution of concerns
- Continuously identify opportunities to enhance the overall guest journey
Team Leadership & Development
- Recruit, train, and develop a high-performing Front Office team
- Lead daily briefings, coaching sessions, and performance discussions
- Build a culture of ownership, teamwork, and genuine hospitality
- Support team engagement, succession planning, and talent development
Operational & Commercial Performance
- Monitor Front Office performance against key operational KPIs
- Drive upselling opportunities, room revenue optimisation, and guest engagement initiatives
- Work closely with Reservations, Sales, Revenue Management, and Finance teams
- Support effective workforce planning, scheduling, and productivity management
Systems, Standards & Compliance
- Ensure accurate use of PMS and Front Office systems
- Maintain brand standards, policies, and operating procedures
- Ensure compliance with local regulations, Accor standards, and guest safety requirements
- Support audit readiness and continuous improvement initiatives
Collaboration & Resort Experience
- Partner closely with Housekeeping, F&B, Engineering, and Guest Experience teams to deliver a seamless resort operation
- Support VIP arrivals, special occasions, and bespoke guest experiences
- Contribute to creating a distinctive resort culture and sense of place