Front Office Manager at Mama Shelter

Job Description

THE MISSION

• You are the face of Mama from the very first “hello” to the last “see you soon” 
• As our Front Office Manager, you lead the welcome, set the tone, and create unforgettable first impressions
• You run the show at the heart of the hotel—where energy, service, and personality meet.
• You ensure every guest feels at home (but better ), while leading your team with passion, energy, and Mama spirit 

Here’s what you’ll be responsible for:

Guest Experience Rockstar

• Deliver bold, warm, and unforgettable guest experiences from arrival to departure
• Handle VIPs, special requests, and guest feedback with care and personality

Front Office Leader 

• Lead, coach, and inspire the Front Office team—reception, concierge, and guest relations
• Create a positive, energetic, and collaborative team environment

Operations Maestro 

• Oversee daily Front Office operations—check-ins, check-outs, room allocations, and cash control
• Ensure smooth coordination with Housekeeping, Reservations, and other departments

Service Standards Guardian 

• Maintain Mama’s service standards at all times—playful, professional, and personal
• Ensure procedures are followed while keeping the human touch alive

Revenue & Upselling Driver 

• Maximize room revenue through upselling, room optimization, and effective inventory management

Problem Solver Extraordinaire 

• Handle guest concerns quickly and effectively, turning challenges into memorable moments

Collaboration Champion 

• Work closely with all departments to ensure seamless guest journeys across the hotel

Performance Tracker 

• Monitor KPIs—guest satisfaction, reviews, upselling, and team performance—and take action where needed

Qualifications

MADE FOR YOU… ONLY IF 

• You have strong Front Office experience in hospitality, ideally in lifestyle or luxury hotels 
• You are a natural leader who inspires, motivates, and develops teams 
• You are guest-focused and passionate about creating memorable experiences 
• You thrive in fast-paced, high-energy environments 
• You are organized, solution-oriented, and hands-on 
• You have strong communication skills and a confident presence 
• You’re comfortable with PMS systems and operational reporting 
• You bring personality, energy, and a sense of fun to everything you do 

YOUR LITTLE EXTRAS 

• Pre-opening experience? Big plus 
• Multi-lingual? Even better 
• You know your city and love sharing it with guests 
• You bring Mama energy—bold, playful, and authentic