Front Office Manager - Gerente de Recepción

About the role

The Front Office Manager leads the front‑desk, communications, concierge, bell and driveway teams at Four Seasons Cartagena. Acting as manager on duty when senior managers are unavailable, you will ensure seamless guest service and uphold Four Seasons standards.

Key responsibilities

• Direct and control daily activities of Front Desk, Communications, Concierge, Bell and Driveway staff.
• Manage Front Desk shifts and act as manager on duty during senior‑manager absences.
• Interview, train, schedule and supervise Front Office staff, including Assistant Front Office Managers and Night Manager.
• Monitor staff schedules across related departments to ensure coverage and standards.
• Resolve guest complaints and handle all guest interactions with the highest level of hospitality and professionalism.
• Assist guests with inquiries about hotel services, hours, personnel, events, directions and billing.
• Respond to guest requests accurately and promptly, both in person and by phone.
• Coordinate arrivals, departures and billing processes.

Required profile

• Proven experience managing front‑office operations in a luxury hotel environment.
• Ability to act as manager on duty and make decisive decisions.
• Strong hospitality mindset with a focus on guest satisfaction.
• Excellent communication skills for interacting with guests and staff.
• Experience in interviewing, training and scheduling staff.
• Capability to resolve complaints and handle special guest requests.

Required skills