Front Office Lead – Luxury Wellness & Vip Guest Experience
14 hours ago
Burjassot
SHA Wellness Clinic is a global leader in integrative health, prevention and longevity, and has been named “World’s Best Wellness Clinic” at the World Spa Awards for multiple consecutive years. Through the SHA Method, we combine cutting-edge medical innovation, proven natural therapies and healthy nutrition to help people achieve and maintain an optimal state of physical, mental and spiritual wellbeing. Since opening in 2008, SHA has transformed the lives of more than 65,000 guests worldwide and continues to expand its impact, with our flagship in Spain, a new destination in Mexico and future openings in Dubai and the Emirates. SHA is a Green Globe-certified brand with a truly multicultural team, united by a mission to create transformative and memorable experiences for every guest. We are looking for a Front Office Manager to lead the Front Office operation at SHA Wellness Clinic Spain and ensure a seamless, highly personalised and exceptional guest experience throughout every stage of the stay. This is not a traditional hotel Front Office role. At SHA, each guest follows a tailored health, wellness and longevity journey, combining accommodation with consultations, treatments, nutrition, movement, wellbeing and personalised experiences. As Front Office Manager, you will connect these touchpoints into one effortless, discreet and memorable experience—from pre-arrival through departure and post-stay follow-up. You will be a visible, hands‑on leader and a central operational point of reference for guests, team members and internal departments. You will lead a high‑performing Front Office team, maintain exceptional luxury‑service standards and take full ownership of guest requests, VIP arrangements, service‑recovery matters, financial queries and cross‑functional commitments through to resolution. Beyond technical experience, we are looking for someone with mature operational judgement, genuine warmth and a strong ownership mindset. You will thrive in a multicultural, high-performance environment where excellence, care, discretion and attention to detail are essential in every interaction. Responsibilities Lead, organise, coach and develop the Front Office team, creating an engaged, accountable and high-performing operation aligned with SHA’s luxury-service standards and values. Maintain a visible and hands‑on presence across the operation, particularly during key arrivals and departures, VIP stays, peak periods, complex guest situations and operational escalations. Take ownership of guest requests, incidents, complaints, service failures, financial matters and interdepartmental commitments, ensuring clear follow-up and confirmed resolution. Establish rigorous shift handover procedures, ensuring that outstanding requests, special arrangements, VIP matters, account queries and operational priorities are accurately documented, communicated and followed through to closure. Deliver an exceptional, discreet and highly personalised Front Office experience across pre‑arrival, arrival, stay, departure and post‑stay follow‑up. Oversee arrival preparation, room allocation, guest preferences, special requests, programmes and bespoke experiences, with particular attention to VIP, repeat and high‑profile guests. Use guest profiles, stay history, preferences and operational information to create meaningful personalisation and anticipate guest needs. Lead the professional, prompt and empathetic management of complaints and service‑recovery situations, protecting the guest relationship and identifying opportunities for improvement. Work closely with Clinic, Wellness, Hospitality, Guest Experience Management, Reservations, Housekeeping, Food & Beverage, Chauffeurs, Engineering, Security and other operational teams to deliver one integrated guest journey. Ensure guest itineraries, consultations, treatments, transfers, dining arrangements, special requirements and schedule changes are communicated accurately and managed proactively. Anticipate and resolve operational conflicts between accommodation, programmes, appointments, transfers, treatments, dining and other guest commitments. Oversee Front Office cashiering and guest‑account management, including deposits, payment guarantees, credit limits, postings, invoices, refunds, discrepancies and billing queries. Ensure financial procedures, cash‑handling controls and company policies are followed accurately, consistently and with appropriate discretion. Collaborate with Reservations and Commercial teams to identify appropriate opportunities for upselling, personalisation and revenue optimisation, always protecting the guest experience. Manage daily Front Office activity, including reception, check‑in, check‑out, room allocation, guest‑request follow‑up and internal communication. Maintain accurate and effective use of PMS, CRM and internal guest‑experience systems, ensuring guest information and operational records are complete and up to date. Monitor departmental performance, including guest satisfaction, feedback trends, response times, service recovery, productivity, upselling, financial accuracy, service quality and operational incidents. Support budget planning and departmental resource management, including staffing, training and operational expenditure. Identify recurring issues, service gaps and operational risks, implementing practical improvements that strengthen consistency, efficiency and guest satisfaction. Participate actively in daily operational meetings, arrival reviews, occupancy forecasts, VIP preparation and cross-functional service‑planning discussions. Lead recruitment, onboarding and probation follow‑up for Front Office colleagues, ensuring new team members understand SHA’s standards, services, guest profiles and operational procedures. Provide structured feedback, one‑to‑one coaching, performance support and development plans, identifying high-potential team members and contributing to succession planning. Address underperformance promptly, fairly and constructively, in partnership with the Hospitality Director and People team where appropriate. Act as a senior operational escalation point during significant guest incidents, service failures, emergencies and complex cross‑departmental situations. Respond calmly and decisively under pressure, ensuring clear communication, guest safety, appropriate documentation and effective follow‑up after incidents. Requirements Solid experience as a Front Office Manager, Assistant Front Office Manager or in an equivalent operational leadership role within a luxury five-star hotel, resort, luxury wellness destination or high‑end hospitality environment. Demonstrated experience leading, developing, motivating and performance‑managing operational teams. Strong knowledge of Front Office operations, luxury-service standards, VIP guest management, complaint handling, service recovery, cashiering and guest-account management. Proven ability to manage demanding guest situations and make sound, calm and effective decisions under pressure. A strong ownership mindset, with clear evidence of disciplined follow‑up, accountability and resolution through to closure. Excellent guest‑experience orientation, with a natural ability to anticipate needs and maintain exceptional attention to detail. Experience working across multiple operational departments and influencing stakeholders in a fast‑paced, complex hospitality environment. Strong organisational skills, prioritisation ability and operational discipline. Experience using PMS, CRM and hotel‑management systems, with confidence working with reporting, operational KPIs, guest intelligence and performance data. Professional fluency in Spanish and English, written and spoken. Excellent interpersonal and communication skills, professional presence, discretion and the ability to build trust with guests, colleagues and internal stakeholders. Flexibility to work in an operational hospitality environment, including weekends and public holidays when required. Highly Valued Experience within luxury resorts, wellness destinations, medical wellness, clinics, destination hospitality or international guest environments. A holistic understanding of the luxury wellness guest journey, including the coordination of accommodation, clinic consultations, wellness treatments, nutrition, guest experiences and personalised schedules. Experience leading Front Office operations serving VIP, repeat or high‑profile international guests. Demonstrated success identifying talent, developing future leaders and contributing to team succession planning. Experience implementing Front Office procedures, service standards, handover processes or operational‑improvement initiatives. Knowledge of financial controls, billing processes and guest-account management in a luxury hospitality environment. Additional international language skills. Availability to travel occasionally to SHA destinations or other properties within the group.
