Front Desk Manager

We are accepting applications for the following position:

Palm Heights is seeking an exceptional and service-driven Front Desk Manager to lead our Front Office operations with precision, warmth, and a commitment to excellence. This role is responsible for overseeing all front‑of‑house functions, including Front Desk, Reservations, and Concierge services, ensuring a seamless and elevated guest experience at every touchpoint.

• Lead and manage the Front Office team, ensuring service standards consistently reflect the Palm Heights experience.
• Collaborate closely with Rooms Division leadership to uphold operational procedures, service excellence, and PMS compliance.
• Maintain a highly visible presence within the Front Office, fostering strong team engagement and cross‑department collaboration.
• Oversee the full guest journey, with particular attention to VIP arrivals, ensuring a seamless, personalized, and memorable stay.
• Proactively address and resolve guest concerns with professionalism, discretion, and a solutions‑oriented approach.
• Ensure all departmental policies, procedures, and service standards are consistently executed and updated.
• Deliver ongoing coaching and training to Front Office associates, ensuring team readiness and excellence in service delivery.
• Take ownership of all matters related to guest safety, security, and well‑being, including effective response to emergency situations.
• Oversee arrivals and departures, room allocations, and billing accuracy, ensuring all guest preferences and requirements are met.
• Review daily arrivals and departures to ensure flawless execution of guest services.
• Ensure all financial and credit procedures are adhered to, including audits of cash handling, billing, and reconciliations.
• Monitor and review paid‑outs, rebates, petty cash, and direct billing processes for accuracy and compliance.
• Promote a culture of teamwork, professionalism, and a positive working environment across the department.
• Continually elevate the guest experience through attention to detail and a service‑first mindset.

• Bachelor’s degree in hospitality preferred.
• Minimum of 4 years’ proven experience in a supervisory or managerial Front Office role within a luxury or upscale environment.
• Strong proficiency in Property Management Systems (PMS).
• Exceptional guest service skills and attention to detail.
• Ability to troubleshoot effectively.
• A collaborative leadership style with the ability to inspire and develop teams.
• Must be able to work a flexible schedule including evenings, weekends and public holidays, as needed.

Salary Range: US $70,000 - US $90,000 per annum

Benefits: In accordance with CI Labour Act

Location: Palm Heights, Grand Cayman, Cayman Islands