Front Office Manager

About Clinique La Prairie

Founded in 1931 in Montreux, Switzerland, Clinique La Prairie has earned a global reputation as a premier destination distinguished by its innovative health and wellness programs combined with exquisite Swiss luxury hospitality.

Role Overview

The Front Office Manager will lead and coordinate all front office operations at Clinique La Prairie's Amaala Health Resort, ensuring superior guest experiences aligned with the brand's high standards. This includes managing Front Desk, Guest Relations, Concierge, Airport Services, Guest Communications, and Butler services to maintain exceptional service delivery, maximize guest satisfaction, and enhance operational effectiveness.

Responsibilities

• Direct all front office activities, guaranteeing exceptional luxury guest services and smooth handling of arrivals, departures, and room allocation.
• Oversee Front Desk, Guest Relations, Concierge, Communications, Airport Services, and Butler teams to ensure seamless guest journey management.
• Effectively manage relationships with VIP guests, address feedback, resolve complaints, and execute service recovery procedures.
• Collaborate with departments including Housekeeping, Reservations, Wellness, Engineering, and Security to optimize guest experience.
• Recruit, train, mentor, and develop front office staff while maintaining high performance and managing departmental scheduling and staffing needs.
• Monitor room inventory, occupancy status, and upselling opportunities to support revenue targets.
• Maintain accurate guest profiles, preferences, and operational records using Opera PMS and related systems.
• Assist with budgeting, controlling departmental costs, tracking KPIs, guest satisfaction metrics, and driving continuous improvements.
• Ensure compliance with company policies, health and safety standards, and quality assurance protocols.
• Contribute to pre-opening activities and perform additional tasks as assigned by management.

Qualifications & Education

• Bachelor’s degree in Business Administration or equivalent required; Hospitality Management, Hotel Management, or related field diplomas or degrees preferred.
• A minimum of 5 years of front office experience within luxury hospitality settings, with at least 2 to 3 years in managerial or supervisory roles.
• Experience in pre-opening luxury hotels, integrated or wellness resorts, or ultra-luxury hospitality environments is an advantage.
• Fluent English communication skills are essential; proficiency in additional languages is beneficial.

Core Competencies

• Expertise in front office operations and guest experience leadership in luxury settings.
• Strong command of luxury service standards and revenue optimization techniques.
• Proficient in Opera PMS software and related systems.
• Effective team leadership, communication, problem-solving, and decision-making abilities.
• Financial acumen including budgeting and cost management.
• Organizational skills with emphasis on planning, training, development, and quality assurance.
• Experience with service recovery, conflict resolution, and cross-departmental collaboration.