At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.
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Summary
At Montage Palmetto Bluff, we are committed to delivering an exceptional guest experience rooted in our values of heartfelt service, elevated hospitality, and attention to detail. The Front Office Manager plays a critical leadership role in orchestrating the arrival, stay, and departure experience, ensuring every guest interaction reflects the warmth and personalization synonymous with the Montage brand.
This position oversees Front Desk, Guest Services, and Concierge operations, fostering a culture of genuine care, accountability, and service excellence while driving operational performance and financial success.
Key Responsibilities
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Lead and inspire the Front Office team to deliver intuitive, personalized service that exceeds guest expectations and aligns with Forbes Five-Star standards.
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Cultivate a service culture grounded in Montage values, emphasizing sincerity, respect, and attention to detail in every guest interaction.
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Partner with the Director of Front Office to recruit, onboard, train, and develop team members, ensuring a highly engaged and service-oriented team.
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Maintain a strong presence in the lobby, building meaningful connections with guests and anticipating their needs.
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Oversee the seamless coordination of guest arrivals, departures, and in-house experiences, ensuring effortless transitions throughout the guest journey.
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Champion guest feedback by actively reviewing, responding to, and leveraging insights to elevate service delivery and drive continuous improvement.
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Empower team members to resolve guest concerns with grace, urgency, and ownership, creating memorable recovery experiences.
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Drive revenue opportunities through thoughtful upselling and inventory management, always enhancing and not compromising the guest experience.
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Collaborate closely with Housekeeping, Engineering, and other departments to deliver a cohesive and exceptional resort experience.
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Monitor daily operations, ensuring adherence to brand standards in presentation, cleanliness, and service execution.
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Manage departmental expenses, payroll, and operational efficiencies while supporting overall Rooms Division financial goals.
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Participate in forecasting, budgeting, and monthly financial reviews in partnership with the Rooms leadership team.
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Ensure compliance with all company policies, labor laws, and safety standards, maintaining readiness for emergency procedures.
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Utilize hotel systems effectively, including OPERA Cloud, Alice, Workday, and BirchStreet to support operational excellence.
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Serve as a role model for professionalism, integrity, and Montage’s commitment to excellence.
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Perform additional duties as needed to support the operation and guest experience.
Qualifications
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Bachelor’s degree preferred.
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Minimum of 3–5 years of progressive leadership experience in a luxury or ultra-luxury hospitality environment.
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Demonstrated passion for delivering exceptional, personalized guest experiences.
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Strong understanding of Front Office operations and Rooms Division coordination.
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Experience with OPERA or similar property management systems preferred.
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Exceptional interpersonal and communication skills, with the ability to connect authentically with guests and colleagues.
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Proven ability to lead with poise and professionalism in a fast-paced, high-touch environment.
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Strong organizational, analytical, and problem-solving abilities.
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Proficiency in Microsoft Office and hospitality systems.
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Flexible schedule, including evenings, weekends, and holidays, in support of business needs.
Physical Requirements
This role requires extended periods of standing and walking in a dynamic, guest-focused environment. The ability to move throughout the property, engage with guests and associates, and occasionally lift or move items in support of operations is required.
In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
