The Cove Hotel Manager

Main Duties and Responsibilities:

• Lead daily Front Office operations to ensure seamless guest arrivals, departures, and overall stay experiences.

• Drive guest satisfaction, loyalty, and service recovery efforts to achieve established service excellence goals.

• Serve as the primary point of escalation for complex guest concerns, emergencies, and operational challenges.

• Partner with resort departments to ensure coordinated and efficient guest service delivery.

• Support group arrivals, VIP experiences, and special events to ensure operational readiness.

• Monitor operational performance, staffing levels, and guest service metrics.

• Maintain accurate operational communications and shift handovers.

• Ensure compliance with company standards, safety protocols, and emergency response procedures.

• Support the achievement of departmental and resort business objectives through effective operational leadership.

• Perform other reasonable duties that may be requested from time to time.

• The Company operates a twenty-four (24) hour business. Therefore, you will be rostered to work shifts, which may change from time to time.

Leadership, Training & People Responsibilities

• Lead, coach, and develop Front Office colleagues to deliver Forbes-level service standards.

• Conduct daily briefings, operational training sessions, and ongoing service reinforcement activities.

• Support onboarding and orientation of new team members to ensure successful integration into the department.

• Identify skill gaps and collaborate with Learning & Development to implement targeted development plans.

• Conduct performance evaluations, provide regular coaching, and create individual development plans.

• Foster a culture of accountability, guest focus, engagement, and continuous improvement.

• Recognize and celebrate team achievements while promoting a positive and inclusive work environment.

• Support succession planning initiatives and prepare high-potential employees for future leadership opportunities.

• Promote compliance with operational procedures, service standards, and safety requirements through ongoing training and coaching.

Required Qualifications

• Bachelor's Degree in Hospitality Management, Business Administration, or a related field preferred.

• Minimum 2-3 years of management experience in hospitality, hotel operations, or guest services.

• Experience leading teams in a luxury resort or hotel environment preferred.

• Proficiency with Microsoft Office applications and hotel property management systems.

• CPR and AED certification preferred.