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JOB OBJECTIVE:

The Inn of the Five Graces is a family-built, artisan-crafted sanctuary where hospitality is practiced as an art and leadership is exercised as stewardship. The Front Office Manager is a senior member of the Inn's leadership team, holding direct accountability for the guest experience across four interconnected disciplines: Guest Services, Valet, Grounds, and Spa.

As an award-winning Relais & Chateaux property, the Inn holds its team to the highest standards of luxury hospitality. This role translates those standards into daily action — leading a multi-department team, anticipating every guest's needs with precision and warmth, and ensuring that every moment at the Inn reflects its Core Values from the moment a reservation is made all the way through the farewell.

Essential Job Functions

Guest Experience & Service Excellence

- Serve as a visible, gracious presence across all areas of the property — greeting arriving guests, personally escorting them to accommodations, and ensuring every touchpoint reflects the Inn's luxury standards.
- Anticipate and respond to all guest needs, VIP arrivals, special requests, and in-house arrangements (romance packages, spa bookings, curated amenities, etc.) with promptness and discretion.
- Respond to all guest communications — email, phone, and in-person — in a timely, warm, and professional manner.
- Manage the fulfillment of all in-house requests and amenity arrangements, ensuring promises made at booking are delivered exactly as expected.
- Respond to guest concerns and feedback with empathy and urgency; resolve issues in ways that reinforce trust and loyalty.

Guest Services & Front Office Operations

- Directly supervise Guest Services Agents, Valet Attendants, and Night Auditors; maintain consistent staffing, scheduling, and performance standards.
- Ensure the lobby and all guest-facing areas are impeccably maintained — clean, well-appointed, and welcoming at all times.
- Oversee daily Front Office operations including arrival and departure coordination, daily sheets, guest folios, payment processing, and deposit management.
- Represent Guest Services ensuring all teams are briefed on arrivals, VIPs, special requests, and returning guests.
- Serve as Manager on Duty (MOD) on a rotating basis, assuming broader operational responsibility during assigned shifts.




- Support reservations via phone and email; maintain thorough knowledge of credit policies, reservation coding, and advance deposit requirements.

Valet Operations

- Oversee the valet team, ensuring vehicles are handled with care, professionalism, and strict adherence to safety protocols.
- Ensure valet arrivals and departures are executed efficiently and without delay, creating a seamless first and last impression for every guest.
- Maintain valet logs, key management procedures, and vehicle tracking in alignment with property standards.
- Ensure all valet staff hold valid driver's licenses and receive appropriate training and ongoing coaching.

Grounds Oversight

- Oversee the Grounds team to ensure all exterior areas — gardens, pathways, courtyards, and entry approaches — are immaculately maintained and reflect the Inn's artisan character.
- Coordinate seasonal landscaping, routine maintenance schedules, and any special setups required for events or VIP arrivals.
- Serve as the liaison between Grounds and other departments for property presentation, event preparation, and infrastructure concerns.

Spa Oversight

- Provide supervisory leadership to the Spa team, ensuring service standards, scheduling, and guest interactions meet Relais & Chateaux expectations.
- Coordinate spa reservations, package fulfillment, and in-room spa amenity delivery in alignment with Front Office and Housekeeping operations.
- Monitor spa cleanliness, ambiance, supply levels, and overall guest readiness at all times.
- Support Spa staff development, training consistency, and integration with the Inn's broader guest experience philosophy.

Cross-Departmental Coordination

- Communicate daily with Housekeeping and Facilities to coordinate arrivals, departures, room readiness, and special setups; inspect accommodations to verify all requests have been fulfilled.
- Assist with special events and property activations; ensure all departments involved are aligned and prepared.
- Cover shifts and support other departments — including Food & Beverage — as operational needs require.





Team Leadership, Training & Compliance

- Recruit, onboard, coach, and evaluate team members across all four areas of oversight; cultivate a culture of excellence, accountability, and genuine hospitality.
- Enforce all safety and emergency procedures; ensure teams across Guest Services, Valet, Grounds, and Spa are fully trained and current on emergency protocols.
- Ensure compliance with all applicable labor regulations, including required break periods, FLSA guidelines, and proper recordkeeping.
- Stay current on brand standards, property updates, and training requirements; communicate changes clearly and promptly.

Skills & Professional Competencies

Guest Service & Leadership

- Exceptional hospitality instincts with the ability to anticipate needs, de-escalate challenges, and set the tone for an entire team.
- Demonstrated experience leading multi-function or multi-department teams in a luxury hospitality environment.
- Polished, professional presence consistent with a Relais & Chateaux property.
- Bilingual in English and Spanish is a strong plus, reflecting the Inn's Santa Fe heritage and diverse guest community.

Operational & Technical Skills

- Proficiency with Opera PMS and the Microsoft Office Suite; comfortable learning new hospitality technology systems.
- Strong organizational and multitasking ability; composed and decisive in a dynamic, guest-facing environment.
- Excellent written and verbal communication skills across all channels.
- Willingness to work versátil hours including weekends, holidays, and evenings — recognizing Santa Fe's character as a primary weekend and holiday destination.

Additional Requirements

- Valid New Mexico Driver's License required.
- Ability to pass a general background and reference check.
- Consistent ability to follow and enforce directives, protocols, and standards across a diverse team.
- High school diploma or equivalent required; Bachelor's degree in Hospitality Management, Business, or a related field preferred.
- Minimum three to five years of progressive guest services or front office experience in a luxury or boutique hotel setting.
- Minimum two years of supervisory or management experience, ideally overseeing multiple departments or functions.
- Experience with spa, valet, or grounds operations a significant advantage.

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📌 Front Office Manager (Rosario)
🏢 The Inn of the Five Graces
📍 Rosario