Front Office Manager

Overview

Canyon Ranch Austin is seeking a passionate and service-oriented Front Office Manager to join our pre-opening leadership team. The role will build, lead, and inspire the Front Office operation while creating exceptional arrival, departure, and in-stay experiences that reflect Canyon Ranch's commitment to luxury hospitality and transformational wellness. The Front Office Manager will oversee Front Desk, Guest Services, Experience Planners, PBX, Transportation Coordination, and resort communications functions, ensuring every guest interaction is personalized, seamless, and aligned with Forbes Travel Guide Five-Star standards.

During pre-opening, the leader will play a critical role in recruiting talent, developing operating procedures, training colleagues, and preparing the Front Office team for a successful launch. The ideal candidate is a hands-on luxury hospitality leader who thrives in a guest-facing environment and believes genuine connections and attention to detail create unforgettable experiences.

This position is anticipated to start September 14, 2026.

Pre-Opening Leadership

• Assist with all Front Office pre-opening activities including departmental planning, operational readiness, recruitment, onboarding, and training.
• Develop and implement Front Office Standard Operating Procedures (SOPs), service standards, and departmental workflows.
• Participate in the selection, hiring, and onboarding of Front Office colleagues and supervisors.
• Collaborate with Learning & Development to create and deliver Front Office training programs, service culture workshops, and systems training.
• Support the implementation and testing of property management systems, guest communication platforms, PBX systems, transportation scheduling tools, and operational technology.
• Participate in opening simulations, service rehearsals, and guest journey mapping exercises.

Front Office Operations

• Lead daily operations of the Front Desk, Guest Services, PBX, Transportation Coordination, and related guest-facing functions.
• Ensure smooth and efficient guest arrivals, departures, room assignments, billing accuracy, and guest requests.
• Monitor room inventory, room status, arrivals, departures, VIP guests, and special accommodations.
• Maintain a highly visible presence in guest areas and serve as a primary point of contact for guest interactions.
• Actively manage service recovery efforts and resolve guest concerns promptly and professionally.
• Partner closely with Housekeeping, Engineering, Wellness, Spa, Food & Beverage, and Security to ensure seamless guest experiences.

Forbes Travel Guide Standards

• Champion Canyon Ranch service culture and Forbes Travel Guide Five-Star standards in every guest interaction.
• Ensure all colleagues consistently deliver personalized, anticipatory, and engaging service.
• Conduct daily service observations, coaching sessions, and quality assurance audits.
• Lead guest experience initiatives designed to elevate satisfaction, loyalty, and emotional connection.
• Participate in Forbes readiness programs, mystery shopper evaluations, and quality assurance assessments.
• Review guest feedback, surveys, online reviews, and operational reports to identify improvement opportunities.

Guest Experience & Resort Communications

• Ensure accurate communication of resort programming, wellness experiences, dining offerings, transportation services, and property amenities.
• Oversee guest requests and special arrangements including celebrations, VIP arrivals, accessibility needs, and personalized experiences.
• Manage PBX and resort communications functions to ensure timely and professional response standards.
• Collaborate with Wellness Guides, Spa, and Programming teams to deliver a cohesive guest journey.
• Maintain detailed guest profiles and preferences to support personalized service delivery.

Financial & Administrative Management

• Support departmental budgeting, forecasting, labor management, and expense control initiatives.
• Monitor payroll, scheduling, productivity, and staffing levels to ensure efficient operations.
• Ensure compliance with cash handling procedures, billing policies, audit requirements, and company standards.
• Analyze operational performance metrics and develop action plans to improve efficiency and guest satisfaction.
• Assist with inventory management, office supplies, uniforms, and departmental purchasing processes.

Leadership & Colleague Development

• Recruit, coach, mentor, and develop Front Office colleagues and supervisors.
• Conduct regular performance discussions, training sessions, and career development conversations.
• Foster a culture of accountability, teamwork, recognition, and service excellence.
• Lead daily stand-up meetings, shift briefings, and communication sessions.
• Promote colleague engagement and support Canyon Ranch's culture of wellness and hospitality.

Required

• 3-5 years of progressive Front Office leadership experience in luxury hotels, resorts, or destination properties.
• Minimum 2 years of supervisory or…