Front Desk Manager - Front of House

Mandarin Oriental, Costa Navarino is looking for a Front Desk Manager to join our Front of House team, for season 2027.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Costa Navarino is located on the southwest coast of the Peloponnese, one of the most unspoiled and breath-taking landscapes in the Mediterranean, and 45 minutes’ drive from Kalamata International Airport. The beachfront resort comprises of 99 suites and villas, all with outdoor terraces and sea views, along with seven restaurants and bars.

About the job

Based at Mandarin Oriental, Costa Navarino, within the Front of House Department, the Front Desk Manager is responsible for overseeing the daily operations of the Front Desk. The role ensures exceptional guest service from arrival to departure in accordance with Mandarin Oriental’s Legendary Quality Experiences and Forbes Travel Guide standards. Responsibilities include leading and developing the Front Desk Team, ensuring operational efficiency, managing guest relations and financial procedures, and fostering effective communication and collaboration across departments to deliver seamless, personalized guest experiences. The Front Desk Manager reports to the Front of House Manager.

As Front Desk Manager, you will be responsible for the following duties:

• Ensure that daily Front Desk operations and all guest interactions consistently reflect the highest standards of Exceptional Service, in full compliance with LQE, Forbes.
• Lead, coordinate, and supervise the Team, ensuring effective task allocation, adequate operational coverage, and optimal productivity, while maintaining a hands-on approach and actively overseeing the smooth execution of daily operations.
• Coordinate the hotel’s room allocation strategy, ensuring optimal room assignments based on occupancy levels, VIP profiles, guest preferences, special requests, and operational requirements in collaboration with Reservations & Revenue Management and Housekeeping.
• Oversee guest billing and payment procedures in accordance with Greek legislation and hotel policies, ensuring accurate credit limit, effective cashier control, and close monitoring of outstanding guest balances.
• Drive upselling initiatives and revenue-generating opportunities while ensuring that all guest interactions reflect the standards of Mandarin Oriental.
• Attend and lead daily and weekly operational meetings with the Executive Team, as well as departmental handovers, ensuring effective communication of operational information, guest feedbacks, challenges and key priorities.
• Participate to credit meetings, collaborating with the Finance Department to review outstanding accounts, pending invoices and payment issues.
• Oversee and handle guest correspondence and phone communications, ensuring timely and professional follow-up.
• Act as Manager On Duty when required, handle complex guest situations, concerns, and service recovery processes, ensuring timely resolution and guest satisfaction.
• Conduct colleagues training, performance reviews, and regular follow-ups, promoting accountability, professional development, and continuous improvement.
• Foster a positive and collaborative working environment by promoting teamwork, open communication, conflict resolution, and colleague engagement.
• Maintain comprehensive knowledge of hotel facilities, services, and promotions, ensuring the team is consistently informed to assist guests.
• Perform other reasonable duties and responsibilities assigned by management.

As Front Desk Manager, we expect from you:

• Valid EU Passport or Hellenic Residence Permit.

• Minimum of 2-year experience in a similar managerial position within a luxury hotel, or equivalent 1-year experience as Front Office/ Desk Manager with demonstrated leadership capabilities.

• Excellent command of English; additional languages are strongly preferred.

• Good computer skills; knowledge of HMS, Alliants, or Alice by Actabl is preferred.

• Driving license is required.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Task force opportunities across the Group of Mandarin Oriental. Depending on your role, you may have the opportunities to be selected as a Cultural Exchange Ambassador. CEAs help to spread our unique Oriental heritage and act as role models, demonstrating how Colleagues will work together to deliver on our vision, mission and philosophies.
• Accommodation and laundry of linen.
• Three complimentary meals per day at our Colleague restaurant.
• Uniform and laundry of uniform.
• Private Medical Insurance.

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