Ella Hotels and Resorts

Greek luxury eco-chic resort operator

Front Office Manager - Front Office

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeMochlos, GreeceNo salary listed

About the Job

Requirements

A bachelor's degree in Hotel Management, Hospitality Management, Business Administration, or a related field is required.
A minimum of 3–5 years of relevant experience in front office management at five-star hotels or similar establishments, including supervisory roles and expertise in front office operations, is required.
Previous leadership experience overseeing and supervising front office staff, including recruitment, training, scheduling, and ensuring exceptional service delivery, is required.
Computer skills, including Microsoft 365 (Word, Excel, and PowerPoint), are required; knowledge of relevant property management system software is required, preferably PROTEL.
Commitment to delivering exceptional customer service and ensuring a positive experience for guests, visitors, or clients is required.
Strong leadership and team management skills to oversee and supervise front office staff effectively are required.
Emotional maturity and sensitivity in dealing with others are required.
Integrity and objectivity are required.
A creative and innovative style and approach are required.
Ability to work in a fast-paced environment and effective interpersonal skills are required.
Effective communication skills for interacting with guests, staff, and other departments and ensuring an organized and welcoming front office are required, including the ability to communicate in a multinational and multicultural environment.
Proficiency in managing front office operations, including access control, security procedures, visitor management systems, and check-in and check-out procedures, is required.
Experience with budgetary processes, cost control, and revenue maximization is required.
Knowledge of local, regional, provincial, and federal laws and regulations is required.
Strong administrative and organizational skills for maintaining guest records, preparing reports, handling financial transactions, and managing billing systems are required.
Ability to deliver results in a driven environment with multiple deadlines is required.
Ability to create work schedules and manage staffing levels efficiently to meet occupancy demands is required.
Proficiency in handling VIP and special requests to enhance the guest experience is required.
Strong problem-solving skills for addressing operational issues and guest concerns, including minimizing front desk wait times, are required.
Ability to deal effectively with internal and external customers, including exercising patience, tact, and diplomacy to diffuse anger, collect accurate information, and resolve conflicts, is required.
Must be able to speak, read, write, and understand English.

Responsibilities

Lead the Front Office team and develop and implement departmental objectives aligned with hotel business objectives.
Select, train, and develop the Front Office team.
Manage and evaluate the performance of direct reports to ensure the efficient operation of the department.
Design and implement on-the-job training plans for all staff, ensuring compliance and effectiveness in liaison with the Human Resources Manager.
Maintain harmonious relationships and good communication within the team and with guests.
Maintain a clean and professional appearance for the Front Office team, including adherence to Ella Grooming Standards.
Oversee daily activities of front office staff, including front desk agents, bellboys, and concierge personnel where applicable.
Create work schedules and manage staffing levels to meet occupancy demands.
Direct guest experience operations, including check-in, check-out, and guest assistance, ensuring compliance with departmental procedures and standards and meeting or exceeding guest expectations.
Review and develop departmental standard operating procedures to reflect best practices and industry trends in collaboration with Human Resources; train staff on Ella Signature Front Office procedures and ensure they are followed.
Maximize hotel revenue by controlling room inventory, group blockings, and packages; upsell higher-category rooms; adhere to late-charge policy; and optimize hotel occupancy and revenue per available room.
Ensure guests receive friendly and caring service from arrival through departure, in accordance with company standards and in a safe and secure environment.
Maintain familiarity with hotel emergency procedures and provide calm, reassuring assistance to guests and staff during emergencies.
Ensure the front office area is clean, organized, and aesthetically appealing.
Oversee access control, security procedures, and visitor management systems.
Manage the operation and maintenance of office equipment, including phones, computers, and printers.
Oversee check-in and check-out procedures, manage guest information and key cards, and assist with VIP and special requests.
Lead and attend meetings and write reports, memos, and other job-related administrative materials.
Work varying schedules to reflect guest needs and attend scheduled training sessions and meetings as required.
Respond to guest needs and requests in a timely and professional manner.
Ensure health and safety standards are implemented and promptly report suspicious occurrences and hazardous conditions to the General Manager and relevant stakeholders.
Maintain accurate guest records and accounts.
Prepare daily, weekly, and monthly reports on occupancy rates, revenue, and guest satisfaction; analyze data to identify trends and support data-driven decisions.
Prepare annual departmental budgets in collaboration with the Hotel General Manager.
Handle financial transactions, including balancing cash drawers and petty cash, and maintain the billing system.

Desired Qualifications

A second language—French, German, Russian, or Italian—is considered a plus.

Front Office Manager (EllaRocrita - S27)

Ella Hotels and Resorts · Mochlos, Greece · Other · Posted 2026-11-02

Workplace: on_site

Department: Front Office

Description

"Ella” means ‘come’ in Greek. A heartfelt invitation to explore, connect, and feel inspired. At Ella Resorts, we open our doors to a world where every moment becomes a cherished memory. We reimagine the art of resort living for the modern lifestyle traveler. Those who seek not just a destination, but a meaningful journey. Our curated collection of beachfront retreats, set across some of the Mediterranean’s most iconic shores, invites you to embrace adventure, unwind in style, and discover the true essence of summer living.

In order to support our rapid growth we are seeking to hire an experienced and visionary Front Office Manager.

Position Summary

Our new Front Office Manager will be the ambassador of our FO Service Excellence Culture at our fully renovated Resort in Crete, Ella Rocrita. She/he will be responsible for supervising and developing the FO Team, and providing high quality services and memorable experiences to our guests.

The Front Office Manager is responsible for the efficient operation of the reception area, ensuring a welcoming and professional experience for guests, visitors, or clients. This role includes staff management, guest relations, administrative tasks, and maintaining a well-organized front office. She/he ensures a stable and profitable work environment, whilst training and assisting the team with the implementation of Group’s policies, rules and guidelines.

This is a great opportunity for someone who aspires to develop her/himself and become part of an innovative and vibrant team of hospitality professionals who aim high!

Main Responsibilities & Accountabilities

Leadership Development

Leads the FO team, develop and implement departmental objectives in line with the hotel business objectives
Select, train, and develop the FO team
Manages and evaluates the performance of direct reports to ensure the efficient running of the department
Designs and implements the on-the-job training plan for all staff members, ensuring compliance and effectiveness of training activities in liaison with Human Resources Manager
Maintains harmonious relationships and good communication within the entire team and all guests
Maintains a clean and pleasant appearance for the FO Team (including adherence to the Ella Grooming Standards that are of paramount important in our brand), and giving the impression of reputable and organized service providers
Oversees the daily activities of the front office staff, including front desk agents, bellboys, and concierge personnel (if applicable)
Creates work schedules and manages staffing levels to meet occupancy demands

Front Office Operations

Directs the guest experience operations such as checking in, checking out and providing guest assistance, whilst ensuring compliance with department’s procedures and standards and maintaining or exceeding guests’ expectations
Reviews and develops department’s SOPs to reflect best practices and adapt to industry trends in collaboration with the HR department – trains staff on the Ella Signature FO SOPs and makes sure all are followed and implemented
Maximizes hotel revenue by controlling room inventory, group blockings, packages, up selling to higher category Rooms, adhering to late charge policy and double hotel occupancy rates to maximize REVPAR.
Ensures that all guests are given friendly and caring service from their arrival until their departure according to Company standards in a safe and secure environment.
Completely familiarizing with hotel emergency procedures, and provide calm reassuring assistance to guests and staff in the event of an emergency
Ensures the front office area is clean, organized, and aesthetically appealing
Oversees access control, security procedures, and visitor management systems
Manages the operation and maintenance of office equipment (e.g., phones, computers, printers)
Oversees check-in and check-out procedures
Manages guest information and key cards
Assists with VIP and special requests

Administration

Accomplishes a set of administrative duties such as leading and attending meetings, writing reports and memos and other specific duties related to the job function
Works varying schedules to reflect the guests’ needs due to the cyclical nature of the hospitality industry
Attends all schedule training sessions and meetings as and when required
Understands and responds to all guest needs and requests in a timely and professional manner
Ensures that all health and safety standards are implemented, and immediately reports all suspicious occurrences and hazardous conditions to the GM and other related stakeholders
Maintains accurate guest records and accounts
Prepares daily, weekly, and monthly reports on occupancy rates, revenue, and guest satisfaction
Analyzes data to identify trends and make data-driven decisions
Prepares annual departmental budgets in collaboration with the Hotel General Manager
Handles financial transactions, including balancing cash drawers and handling petty cash
Maintains the billing system

Requirements

A bachelor's degree in Hotel Management, Hospitality Management, Business Administration, or a related field
A minimum of 3-5 years of relevant experience in front office management at 5* hotels or similar establishments. This experience should include supervisory roles and expertise in front office operations
Previous experience in leadership roles, including overseeing and supervising front office staff, recruitment, training, scheduling, and ensuring exceptional service delivery
Must be tech savvy and posses computer skills, including, but not limited to use of Microsoft 365 (Word, Excel, PowerPoint). Knowledge of relevant PMS software is required, preferably PROTEL.
A commitment to delivering exceptional customer service and ensuring a positive experience for guests, visitors, or clients
Strong leadership and team management skills to oversee and supervise front office staff effectively
Displays emotional maturity and sensitivity in dealing with others.
Operates with integrity and objectivity at all times
Creative and innovative style and approach
Ability to work in a fast-paced work environment and be a team player with first class people skills
Effective communication skills for interacting with guests, staff, and other departments, and for ensuring a well-organized and welcoming front office. Having the ability to communicate effectively across a multi-national and multi-cultural environment
Proficiency in managing front office operations, including access control, security procedures, and visitor management systems, as well as overseeing check-in and check-out procedures
Experience with budgetary processes; cost control/revenue maximization
Knowledge of local, regional, provincial and federal laws and regulations
Strong administrative and organizational skills for maintaining guest records, preparing reports, handling financial transactions, and managing billing systems
Having the ability to deliver results within a driven environment with multiple deadlines
The ability to create work schedules and manage staffing levels to meet occupancy demands efficiently
Proficiency in handling VIP and special requests to enhance the guest experience
Strong problem-solving skills for addressing operational issues and guest concerns, including minimizing wait times at the front desk
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts
Effective communication, both verbal and written. Must be able to speak, read, write, and understand English. A second language (French, German, Russian, or Italian) will be considered as a plus

Benefits

Competitive remuneration package & benefits
Career advancement in a fast growing organization
Continuous learning & development within a transparent & inclusive working environment
Collaborative working environment
Accommodation & meals

Ella Resorts are dedicated to providing exceptional guest experiences across its brand and our amazing Team members are at the heart of it.

Join us today to build our future together. We are committed to fair and equal employment. We hire based on individual merit and job requirements, ensuring no discrimination based on personal status, identity, or background.

All applications will be acknowledged and treated as strictly confidential.

In line with Ella Resorts' commitment to equal pay, fairness, and transparency, the salary range applicable to this position will be communicated to candidates during the recruitment process and prior to any salary discussions.

Apply

Apply at Ella Hotels and Resorts

About the Company

Ella Hotels and Resorts

Greek luxury eco-chic resort operator

Ella Resorts operates sustainable, luxury lifestyle resorts mainly in Greece, as the hotel arm of H.I.G. Capital. Its properties combine beachfront locations with local culture, offering adults-only retreats and family-friendly all-inclusive options, with amenities like spas, multiple pools, fine dining, and menus sometimes curated with Michelin-starred chefs. Revenue comes from room bookings, food and beverage, and other hospitality services, with a phased development plan to refresh properties over time. The brand differentiates itself through its eco-chic, sustainability focus, authentic Mediterranean experiences, and a growth plan to reach about 6,000 rooms in Greece and up to 10,000 rooms across the Mediterranean, supported by financing from Piraeus Bank.

Company size: 201-500
Company stage: Debt Financing
Total funding: $781M
Headquarters: Municipality of Marousi, Greece
Founded: 2021

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