Front Office Manager

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

The Ritz-Carlton, Vienna is looking for a Lady or Gentlemen for the position of:

Front Office Manager

As the Front Office Manager, you will play a crucial role in providing exceptional customer service and ensuring the smooth operation of the Front of House departments, as well as our Club Lounge. You will lead our Front of House and Club Lounge Team, monitor guest interactions and be responsible for ensuring the highest level of guest satisfaction. Your leadership and attention to detail will contribute to creating a memorable and luxurious experience for all hotel guests. In this role you will directly report to our Director of Rooms.

Key Responsibilities:

• Team Leadership & Development: Lead, mentor, and develop Front of House Ladies and Gentlemen, including Front Desk, Concierge, Guest Services, Guest Relations, Call Center and Club Lounge. Promote a positive work environment focused on delivering exceptional guest service
• Guest Service Excellence: Oversee guest check-in and check-out processes to ensure they are efficient, accurate, and meet The Ritz-Carlton standards. Address any guest concerns or opportunities promptly and professionally, ensuring a seamless experience from arrival to departure
• Operational Oversight: Manage day-to-day operations together with our Assistant Front Office Manager and Front Desk Manager. Ensure smooth transitions between shifts and that all departments are aligned with guest service goals.
• Guest Satisfaction Monitoring: Monitor guest feedback through surveys, online reviews, and direct interaction to identify areas for improvement and implement service enhancements. Ensure consistent communication with Housekeeping, Engineering and other hotel departments to meet guest needs
• Problem Resolution: manage any operational issues, guest complaints, or emergencies that arise, demonstrating leadership and problem-solving skills to ensure guest satisfaction
• Compliance & Procedures: Ensure all Front of House and Club Lounge operations are in compliance with policies, procedures, and regulatory requirements

Qualifications:

• A minimum of 3-5 years of experience in a front office role, with at least 2 years in a supervisory or management position, preferably in a luxury hotel environment
• Strong leadership, organizational, and communication skills
• In-depth knowledge of Front of House procedures and guest services.
• Proven ability to lead and inspire a team while maintaining high levels of guest satisfaction
• Exceptional problem-solving skills and the ability to remain calm and composed under pressure
• Experience with Opera and proficiency in Microsoft Office Suite
• A passion for delivering luxury service and exceeding guest expectations
• Ability to work flexible hours, including weekends, holidays, and nights
• Fluency in English and German, additional languages are advantageous

Benefits:

• Strengthen your CV among other professionals and in the industry
• Expand your knowledge for free with ongoing Training and possibilities to grow
• Work in a 5-Star environment with the latest equipment
• Future career opportunities in 5-Star Properties worldwide
• Encouraging management & team-spirited co-workers
• Unique employee benefits: worldwide discounts on hotel rooms, restaurants, gift shop items, wellbeing & recognition programs and many more!
• Competitive salary and yearly performance review together with a guaranteed yearly salary raise

“We are Ladies and Gentlemen, serving Ladies and Gentlemen”

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.

We are already looking forward to receiving your application:

bewerbung.vienna@ritzcarlton.com

Please be advised that German and English language Skills and a valid working permission for Austria are required for this position.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.