Front Office Manager (2025)

Little Gem Resorts is a family-owned collection of boutique resorts located on the iconic islands of Martha’s Vineyard, Nantucket, and St John USVI. Guests connect to each enchanting destination with a rare and glorious mix of relaxation and adventure. Our Front Office Manager role is a key figure in creating a memorable guest experience. Therefore, The Nantucket Hotel + Resort seeks individuals who are not only skilled in operations but also possess a genuine passion for hospitality and a commitment to excellence.

General Roles and Responsibilities

• Reports to the General Manager and Assistant GM on all aspects of the guest experience.
• The Front Office Manager (FOM) plays a vital role in the resort's ability to achieve the highest possible levels of guest satisfaction with free range to make decisions concerning our guests on behalf of the entire staff & management, thus ensuring a world-class experience.
• The FOM supports the housekeeping manager through constant clear and concise communication of all guests' status and movement.
• The FOM is the manager in charge of the front of house staff and the lobby and hotel entrance conditions.
• Participates in the hiring/evaluating/disciplining/termination of the front desk staff.
• Trains new team members provide ongoing training, mentoring, and education for all front desk staff and bell team.
• Is the leading guest advocate and communicator of guest feedback to the team, promoting our hotel and services, as well as food & beverage services of the resort.
• Works as manager on duty on regular rotation with other department heads.
• Train and supervise front desk staff in front desk operations procedures is a critical role of this position.
• Takes the lead in proactively paying particular attention to VIP guests.
• Actively sells Breeze to the guests as the preferred dining option and works with the F&B manager on festivals and special events.
• FOM is a visible person on the property to receive and address guest concerns and communicate the issues to other managers, engaging guests throughout the resort, and is the frontline of defense on any guest issues.
• Consistently exhibits a professional demeanor, maintains a position of customer advocacy, and conducts themselves professionally with resort staff and guests.

 Specific Responsibilities:

• Responsible for operating, training the staff, and supervising all aspects of RDP, Alice, and Saflok, as well as the property management key machine system.
• Review all guest reservations at least one week before arrival to identify missing information, room choices, special guest requests, or other important information. Coordinate with the concierge to fill in missing information.
• Coordinate with GM/AGM on suggested room moves and alert other department heads about special guest requests and VIP guest arrivals.
• Review all amenity/activity order reports from our property management system Alice and RDP, comp amenities from GM, and all other info in guest folios each day to be sure that all amenities/special requests are placed in rooms/addressed before rooming the guests.
• Coordinate with F&B, housekeeping, retail, and concierge teams on the appropriate timing of all amenity deliveries.
• Order FOH & bell stand supplies. (e.g., luggage tags)
• Verbally alert FOH, concierge, and bell team each day of any upcoming operational changes, special events, arriving VIP’s, or any other issues that are not standard operating procedure - attend/run daily stand-up meetings at FOH at shift changes to help clarify operational changes/communicate new information.
• Oversee setting up coat racks and umbrellas in the lobby for events during cold and/or inclement weather.
• Manage all transit needs, including alerting staff when needed as drivers (giving ample notice to those assisting with driving). Work with the bell team to be sure the transit schedule is updated as ferry schedules change.
• Responsible for preparing/overseeing the daily Flash Report - be sure it is accurate and is sent out each night.
• Assist the F&B and bell team with monitoring the front porch, including fuel for fire pit blankets, bussing items, sweeping steps, lights on, and moving pillows in the rain. Request assistance from other FOH managers/supervisors/staff to ensure these areas are clean, stocked, and ready for guests. Alert the engineering team if outside repairs are needed.
• Monitor beach chair and beach umbrella supply - ensure we have an adequate supply for guests.
• Manage petty cash box.
• Assist the retail shop with sales and mail-order fulfillment.
• Send out arrival reports to all departments.
• Prepare bi-weekly staffing schedule for FOH and ensure we are properly staffed each shift.
• Assist staff with Hyline and Steamship tickets.
• When there is a need and time allows, the FOM will be asked to assist the concierge with guest service duties, including but not limited to restaurant reservations, golf tee times, recreational boating, fishing, site-seeing tours, lighthouse tours, and planning and knowing a list of other island activities that guests will typically want to experience.
  

General Management Responsibilities

• Attend and actively participate in Head of Department Meetings.
• You may be offered the opportunity to work at our sister property on Martha's Vineyard and Lovango, Saint John, USVI.
• Understanding that we are a small, seasonal business, the management team is often called upon to assist in areas that may not fall within the customarily defined areas of their specific position. We expect the management team to understand this concept and work together to achieve company goals.
• As a leader in this organization, it is expected that you will always model courteous and respectful behavior to all team members within the Little Gem Resort/Stanmar organization.
• As managers, you are expected to propose solutions (not solely points) when encountering operational challenges within and across departments - including Wayland.
• You are expected to foster a positive work environment for your staff and colleagues.

In a high-end boutique resort, the Front Office Manager plays a crucial role in setting the tone for the entire guest experience. Therefore, the qualifications emphasize both operational expertise and exceptional interpersonal skills.

Essential Qualifications:

• Extensive Hospitality Experience:
  • A proven track record in the hospitality industry, with significant experience in front office operations.
  • Previous experience in a luxury hotel or boutique resort setting is highly preferred.
  • A minimum of three years in a supervisory or management role.
• Leadership and Management Skills:
  • Demonstrated ability to lead, motivate, and train a team.
  • Strong organizational and time-management skills.
  • Ability to delegate tasks effectively and ensure high standards of performance.
• Exceptional Customer Service Skills:
  • A genuine passion for providing personalized and attentive service.
  • Ability to anticipate guest needs and exceed expectations.
  • Excellent communication and interpersonal skills, with a polished and professional demeanor.
  • Strong problem-solving and conflict-resolution abilities.
• Operational Expertise:
  • Proficiency in hotel management software (PMS) and other relevant technologies.
  • Knowledge of reservation systems, revenue management, and front office procedures.
  • Understanding of financial transactions, including cash handling and credit card processing.
• Communication Skills:
  • Excellent verbal and written communication skills are a must.
  • The ability to communicate clearly and professionally with guests, staff, and other departments is vital.
• Professionalism:
  • A very high level of professional appearance and behavior.
  • The ability to maintain composure under pressure.

Preferred Qualifications:

• Education:
  • A degree in hospitality management, business administration, or a related field.
• Language Skills:
  • Fluency in multiple languages is preferred, but not required.
• Revenue Management:
  • Experience with maximizing room revenue through strategic pricing and inventory control.

Key Attributes:

• Attention to detail.
• Flexibility and adaptability.
• A proactive and positive attitude.
• A strong sense of discretion and confidentiality.

Other:

• Must be able to meet the physical requirements for this role.
• Must fulfill the required I-9 Form requirements.
• Must pass background and CORI screening.