Front Office Manager

Additional Information: This hotel is owned and operated by an independent franchisee, Real Hotels & Resorts. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

The Front Office Manager is responsible for leading all Front Office operations and ensuring an exceptional and seamless guest experience from arrival to departure. This role oversees key areas including Front Desk, Concierge, Bell Services, Guest Services, and other related functions, driving operational excellence in alignment with JW Marriott brand standards.   As a department leader, the Front Office Manager directs and develops a high-performing team, fosters a culture of luxury service, and ensures the highest levels of guest and employee satisfaction while maximizing the department’s financial performance.   Core Responsibilities:   Leading the Front Office Team   Lead, inspire, and develop the Front Office team through strong leadership, coaching, and example Foster a culture of trust, collaboration, and excellence aligned with JW Marriott values Ensure clear communication of expectations, performance goals, and service standards Recognize and celebrate team achievements and contributions Maintain an engaged and motivated workforce through active leadership and presence   Driving Operational Excellence   Oversee all daily Front Office operations, ensuring quality standards and service excellence Manage guest arrival and departure processes to deliver a seamless luxury experience Monitor staffing levels, scheduling, and productivity to meet operational and financial goals Ensure compliance with all Marriott policies, procedures, and brand standards Maintain effective coordination with Housekeeping, Reservations, and other departments   Ensuring Exceptional Guest Experience   Act as a “Service Champion,” delivering personalized, anticipatory service Handle VIP guests, special requests, and service recovery with professionalism and urgency Continuously review guest feedback, satisfaction scores, and service metrics to drive improvement Empower team members to create memorable guest experiences   Financial & Performance Management   Achieve departmental goals including budget, revenue, and guest satisfaction targets Manage controllable expenses and optimize operational efficiency Understand and drive the impact of Front Office operations on overall Rooms performance   People & Talent Development   Coach, mentor, and develop team members and direct reports Lead recruitment, onboarding, and performance management processes Promote a culture of fairness, inclusion, and continuous development Ensure proper application of disciplinary procedures in line with company standards   -Bachelor’s degree in Hospitality Management, Tourism, or related field -Minimum 3 years of experience in a Front Office leadership role within a luxury hotel environment -Strong knowledge of PMS systems (Opera preferred) -Advanced English (required); additional languages are a plus -Strong leadership, communication, and problem-solving skills -High level of attention to detail and commitment to service excellence -Ability to work flexible schedules, including weekends and holidays -Availability to reside in Guanacaste, Costa Rica   2700-3200 USD Month

This company is an equal opportunity employer.

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