Front Office Manager

Grand Mercure Phuket Patong Resort & Villas is located within walking distance of Patong’s nightlife and the Andaman Sea, a hidden and serene hideaway founded upon the grand tradition of Thai hospitality. The stories told within these walls engage the mind, captivate the senses and enhance each guest’s experience.

The property features 314 rooms including 252 Superior Rooms, 38 Deluxe Pool Access Rooms, 8 Superior Suites, 2 Deluxe Suites, 10 One Bedroom Pool Villas, and 4 Two Bedroom Pool Villas. The resort is ideally suited to young travellers, families and friends looking to spend quality time together in the heart and soul of Patong.

Lead and inspire the Front Office team to deliver warm, personalized, and seamless guest experiences. You will oversee daily front office operations, ensure service excellence, and drive guest satisfaction while maintaining operational standards and hotel performance.

Key Responsibilities

• Lead and motivate the Front Office team to achieve service excellence
• Oversee daily Front Office operations, including Reception, Concierge and Guest Services
• Ensure smooth guest arrivals, departures and stay experiences
• Handle guest feedback and service recovery professionally
• Monitor guest satisfaction and operational performance
• Ensure compliance with hotel standards, policies and SOPs
• Coach and develop team members to build a strong service culture
• Collaborate closely with other departments to ensure seamless operations

• Minimum 3–5 years of Front Office experience, with supervisory or management experience
• Strong leadership, communication and interpersonal skills
• Excellent guest service mindset with a passion for hospitality
• Strong problem-solving and decision-making abilities
• Ability to lead, motivate and develop a diverse team
• Good knowledge of Front Office operations and hotel systems
• Fluent in English; additional languages are an advantage
• Strong organizational skills and ability to work under pressure
• Professional, confident and guest-focused personality