Front Of House Manager

Description
WHY WORK WITH US?
If you think that you are the perfect fit for our team and you are passionate about Hospitality, this is your opportunity
Lisbon Marriott Hotel believes in the power of our associates to shape our future. And now, part of that exciting future could be yours too
We are the biggest hotel in Portugal, located in our country's beautiful capital, with a total of 577 rooms, a swimming pool and garden, a bar and restaurant for clients to enjoy.
THE JOB
Responsible for the strategic leadership and daily management of the hotel's Front of House operation, including Front Desk, Guest Relations, Concierge, Bell and Door Services, At Your Service and related support functions. Co-manages the Executive Lounge in partnership with Food and Beverage.
Reporting to the Director of Operations, this role leads the full guest journey, with a strong focus on premium service, VIP and Elite recognition, team performance, operational excellence and cross-departmental coordination. The position requires a visible, people-focused leader capable of developing high-performing teams, driving accountability and delivering consistent guest and financial results.
CANDIDATE PROFILE
Previous experience in Front Office, Guest Services, or a similar leadership role within the hospitality industry.
Degree in Hospitality Management, Tourism, Business Administration, or a related field (preferred).
Excellent leadership, interpersonal, and communication skills.
Strong problem-solving and decision-making abilities.
Outstanding customer service orientation and passion for creating memorable guest experiences.
Ability to thrive in a fast-paced and dynamic environment.
Strong organizational and time management skills.
Fluent in English and Portuguese.
Proactive, adaptable, and results-driven mindset.
Ability to build strong relationships with guests, colleagues and stakeholders.
CORE WORK ACTIVITIES
Maintaining Front of House Goals
Leads the strategic and day-to-day performance of the Front of House operation, ensuring consistent delivery of brand standards, guest expectations and hotel objectives.
Translates hotel priorities into clear departmental goals, action plans, responsibilities, and measurable outcomes.
Maintains a strategic overview of the department while ensuring a strong and visible leadership presence during key operational periods.
Keeps the Front of House leadership team focused on the critical components of the guest journey, operational performance, employee engagement and financial results.
Analyses guest satisfaction, productivity, payroll, upselling, service recovery, billing, and operational data to identify trends, risks and opportunities.
Develops sustainable solutions to recurring operational and service challenges and ensures corrective actions are implemented and followed through.
Anticipates operational pressure points by reviewing occupancy, arrivals, departures, groups, VIPs, Elite members, room availability and expected business levels.
Ensures staffing levels, schedules and leadership coverage are aligned with business demand, service requirements and financial objectives.
Handles complex guest, employee and operational situations with sound judgement, confidence and appropriate escalation.
Ensures regular and structured communication with the team to create awareness of business objectives, clarify expectations, recognize performance and drive results.
Understands the impact of Front of House operations on the hotel's overall financial goals and actively manages payroll, productivity, upselling, rebates, compensation and departmental costs.
Maintains strong knowledge of room availability, rates, packages, and promotions and ensures the team actively identifies appropriate selling and upgrade opportunities.
Reviews no-shows, cancellations, room moves, rebates, billing exceptions and outstanding accounts, ensuring accuracy and appropriate follow-up.
Ensures arrival reports, guest profiles, registration details, room allocations, special requests, and payment information are accurate and complete.
Maintains comprehensive knowledge of property facilities, services, room categories, restaurants, rate programs, packages, daily events and key repeat guests.
Managing Front of House Team
Provides strategic, consistent and visible leadership across all areas of the Front of House operation.
Builds a strong leadership structure and ensures managers and supervisors clearly understand their responsibilities, decision-making authority and performance expectations.
Uses strong interpersonal, communication and influencing skills to lead others, build credibility and drive sound operational and commercial decision-making.
Creates a high-performance culture based on accountability, trust, respect, collaboration and consistent follow-through.