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Luxury Hotel Operations Manager

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We are seeking a seasoned Front Office Manager to spearhead the launch of Andaz Lisbon, a premium lifestyle hotel in the heart of Lisbon. This is an exciting opportunity for a results-driven professional to set up and lead front office operations from scratch.

About the Role:

The Front Office Manager plays a critical role in establishing the foundation for smooth hotel operations in a pre-opening environment. Key responsibilities include recruiting and training front office colleagues, implementing standard operating procedures (SOPs), and configuring front office systems such as reservations and check-in/check-out processes in line with the standards of Andaz Lisbon. This hands-on role requires a strategic thinker who can drive clear strategies and goals to enhance the guest experience, maximize revenues, and control costs.

Main Responsibilities Include:

Ensuring seamless guest experiences from check-in to check-out by overseeing the front office team and making adjustments as needed.

Implementing company minimum brand standards and optional brand standards where applicable.

Developing and delivering brand-led experiences that contribute to exceeding hotel Net Promoter Score (NPS) and customer service scores.

Qualifications and Skills:

Ideal candidate has a degree and relevant experience in a similar role in a luxury 5-star hotel.

Fluency in Portuguese and English is essential.

Strong leadership skills to manage and motivate a diverse team across various departments.

Exceptional customer service skills with a focus on creating memorable guest experiences.

Experience in implementing service standards and training colleagues to uphold them consistently.

Excellent verbal and written communication skills to interact effectively with guests, colleagues, and management.

A competitive salary range of €45,000 - €60,000 per annum reflects the scope and complexity of this role, commensurate with market rates for a senior front office manager in a luxury hotel in Lisbon.