Front Office Manager- Four Seasons Hotel Madrid
2 days ago
Centro, Madrid
About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: A historic landmark with modern energy. History comes to life with modern energy at Four Seasons Hotel Madrid. In the very heart of the capital – within walking distance of all the key attractions – seven historic buildings have been transformed into one dynamic destination. With rooftop dining by Spanish celebrity chef Dani García, Asian-Mediterranean cuisine at our award-winning modern cocktail bar and restaurant Isa, and a four-level Wellness Centre with a sun-splashed pool terrace, Four Seasons is bringing a new level of luxury and service to locals and guests alike. About the role Four Seasons Hotel Madrid is currently seeking a Front Office Manager to join our team. Reporting to the Director of Rooms, the Front Office Manager provides strategic and operational leadership for Front Office, Guest Services, and Guest Experience. The role ensures service excellence, team development, and operational efficiency, consistently embodying Four Seasons culture and standards. What you will do Strategic Leadership Set the strategic and operational direction for Front Office, Guest Services, and Guest Experience in alignment with the Rooms Director, ensuring consistent execution of Four Seasons standards. Talent & Team Development Provide strong, inspirational leadership through coaching, feedback, development plans, succession planning and the creation of a robust internal talent pipeline. Recruitment & Performance Management Oversee hiring, onboarding, training, and performance evaluations for the Front Desk, Concierge, Guest Services, and Guest Experience teams. Quality & Performance Optimization Establish KPIs, service benchmarks, and quality standards, continuously identifying opportunities to elevate the guest experience and operational results. Guest Journey Excellence Ensure flawless check-in and check-out experiences and drive proactive service recovery to maintain the highest levels of guest satisfaction. Operational Presence Maintain strong visibility on the floor, especially during peak periods, personally engaging with VIPs, repeat guests, long-stay guests, and first-time visitors. Cross‑Departmental Collaboration Build strong relationships with all Rooms Division teams and hotel departments to ensure seamless and consistent service delivery. Cost & Labour Management Manage labour and operating costs through effective scheduling, budgeting, inventory control, and purchasing, ensuring optimal productivity and financial discipline. Innovation & Continuous Improvement Lead or participate in departmental or hotel-wide projects and initiatives that support innovation, efficiency, and ongoing improvement. What you bring Proven leadership experience in a luxury 5-star hotel environment, overseeing Front Desk, Guest Relations, and Guest Experience operations. Authentic and strategic leadership style with the ability to coach, inspire, and develop high‑performing teams. Deep understanding of luxury service principles with exceptional attention to detail and a guest‑centric mindset. Positive, resilient, and solutions-driven character, able to thrive in a dynamic and demanding environment. Excellent communication and interpersonal skills, with confidence engaging guests, colleagues, and senior leadership. Strong organizational, problem‑solving, and delegation skills. Solid business acumen with experience in labour management, cost control, budgeting, and P&L awareness. Fluency in written and spoken English and Spanish. What we offer: Competitive Salary, wages, and a comprehensive benefits package. Excellent Training and Development opportunities. Complimentary Accommodation at other Four Seasons Hotels and Resort (Employee Travel Program). Complimentary Dry Cleaning for Employee Uniforms. 50 natural days of vacation, and the day of the birthday free. Complimentary Private Health insurance. Complimentary Employee Meals. Schedule & Hours: This is a full-time position. This role might operate on a rotating shift basis, covering morning and evening shifts throughout the week, including weekends.
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