Front Office Shift Manager – Hotel & Restaurant

About the role

The Bahamas‑based upper‑midscale hotel is looking for a poised Front Office Shift Manager to lead the guest experience during assigned shifts. This hands‑on position supervises front desk operations, supports arrivals and departures, and ensures smooth coordination with other hotel departments.

Key responsibilities

• Lead front office operations during assigned shifts, delivering accurate and welcoming check‑in and check‑out experiences.
• Assign duties, conduct shift briefings, monitor staffing and attendance, and provide real‑time coaching and feedback.
• Review arrivals, departures, room status, special requests, VIPs, groups and operational notes throughout each shift.
• Coordinate closely with Housekeeping, Engineering, Security and Food & Beverage to ensure room readiness and prompt guest service.
• Resolve guest concerns with empathy and appropriate service recovery, escalating serious matters when needed.
• Monitor reservations, room assignments, rate accuracy, payment authorizations, deposits, folios and credit procedures.
• Complete opening, closing, shift reconciliation and handover tasks accurately, including cash and key controls.
• Promote room‑revenue opportunities such as upgrades and hotel services.
• Respond calmly to emergencies, incidents, security concerns and system interruptions following procedures.
• Maintain accurate shift logs, incident reports, guest profiles and management updates while protecting sensitive information.

Required profile

• Minimum three years of front office, reservations or guest‑services experience in a hotel, including supervisory or lead‑shift responsibility.
• Diploma or degree in hospitality management, tourism or a related field preferred.
• Strong communication, conflict‑resolution, organization and decision‑making abilities.
• Ability to manage multiple priorities, stay calm under pressure and exercise discretion with guest and company information.

Required skills

• Working knowledge of hotel property‑management systems (PMS) and reservations software.
• Experience with payment processing and front office financial controls.
• Proficient computer literacy for logging, reporting and guest correspondence.