Head of Front of House

Há 5 dias

Lisboa, Portugal Amorim Luxury Group Tempo inteiro

The Head of Front of House (FOH) ensures that every guest interaction is seamless, personalized, and unforgettable. This role leads, mentors, and supports all front-facing staff—including receptionists, hosts, butlers, concierges, and service personnel—while collaborating closely with Guest Relations, Kitchen, F&B, Maintenance, Housekeeping, Doorman teams, and the Rooms Division Manager to uphold ultra-luxury service standards. The FOH Manager is the key ambassador of the guest experience, ensuring discretion, anticipation of needs, and impeccable attention to detail across 16 exclusive suites. Key Responsibilities Leadership & Team Management• Lead, inspire, and mentor the FOH team to deliver flawless, anticipatory, and intuitive service. • Oversee onboarding, ongoing training, and performance reviews. • Create and manage staff schedules to ensure optimal coverage and operational efficiency. • Conduct daily briefings to communicate service standards, VIP arrivals, and bespoke requests. • Lead by example, maintaining professionalism and composure during high-demand periods. Guest Experience & Service Excellence • Personally oversee guest arrivals and departures, ensuring warm, discreet, and personalized welcomes. • Anticipate guest preferences and coordinate bespoke requests, experiences, and amenities. • Handle guest inquiries, feedback, or concerns with diplomacy, discretion, and prompt resolution. • Foster a guest-centric culture that prioritizes satisfaction, repeat visits, and positive reputation. Operations & Coordination• Supervise reservation systems, suite allocations, seating plans, and flow management. • Work closely with the Rooms Division Manager to ensure cohesive guest experiences across suites. • Coordinate with kitchen, bar, and all other teams to guarantee timely, seamless, and bespoke service. • Maintain presentation, ambiance, and cleanliness standards in all public areas. • Monitor FOH inventory, including uniforms, menus, and service equipment. • Assist the RDM with budgeting, cost control, and performance reporting. Health, Safety & Compliance• Ensure compliance with health, safety, and licensing regulations. • Conduct inspections to maintain rigorous cleanliness and safety standards. • Train staff on emergency procedures, safe work practices, and confidentiality protocols. Skills & Qualifications **Essential •**Proven experience in a supervisory or management role in ultra-luxury hospitality, boutique hotels, or private residences. • Exceptional leadership, communication, and interpersonal skills. • Strong organizational, problem-solving, and multitasking abilities. • Deep understanding of POS systems, reservation platforms, and cash-handling procedures. • Ability to work flexible hours, including evenings, weekends, and holidays. • Impeccable presentation and discretion with UHNW clientele. Preferred• Formal hospitality or business management qualification. • Experience in staff training, performance management, and conflict resolution. • Knowledge of financial reporting, including labor costs and revenue analysis. • Multilingual skills, especially English, Portuguese, and Spanish • Continuous innovation and enhancement of the guest journey.

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