Additional Information: This hotel is owned and operated by an independent franchisee, Real Hotels & Resorts. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Front Office Manager is responsible for leading all Front Office operations and ensuring an exceptional and seamless guest experience from arrival to departure. This role oversees key areas including Front Desk, Concierge, Bell Services, Guest Services, and other related functions, driving operational excellence in alignment with JW Marriott brand standards.
As a department leader, the Front Office Manager directs and develops a high-performing team, fosters a culture of luxury service, and ensures the highest levels of guest and employee satisfaction while maximizing the department’s financial performance.
Core Responsibilities:
Leading the Front Office Team
Lead, inspire, and develop the Front Office team through strong leadership, coaching, and example
Foster a culture of trust, collaboration, and excellence aligned with JW Marriott values
Ensure clear communication of expectations, performance goals, and service standards
Recognize and celebrate team achievements and contributions
Maintain an engaged and motivated workforce through active leadership and presence
Driving Operational Excellence
Oversee all daily Front Office operations, ensuring quality standards and service excellence
Manage guest arrival and departure processes to deliver a seamless luxury experience
Monitor staffing levels, scheduling, and productivity to meet operational and financial goals
Ensure compliance with all Marriott policies, procedures, and brand standards
Maintain effective coordination with Housekeeping, Reservations, and other departments
Ensuring Exceptional Guest Experience
Act as a “Service Champion,” delivering personalized, anticipatory service
Handle VIP guests, special requests, and service recovery with professionalism and urgency
Continuously review guest feedback, satisfaction scores, and service metrics to drive improvement
Empower team members to create memorable guest experiences
Financial & Performance Management
Achieve departmental goals including budget, revenue, and guest satisfaction targets
Manage controllable expenses and optimize operational efficiency
Understand and drive the impact of Front Office operations on overall Rooms performance
People & Talent Development
Coach, mentor, and develop team members and direct reports
Lead recruitment, onboarding, and performance management processes
Promote a culture of fairness, inclusion, and continuous development
Ensure proper application of disciplinary procedures in line with company standards
-Bachelor’s degree in Hospitality Management, Tourism, or related field
-Minimum 3 years of experience in a Front Office leadership role within a luxury hotel environment
-Strong knowledge of PMS systems (Opera preferred)
-Advanced English (required); additional languages are a plus
-Strong leadership, communication, and problem-solving skills
-High level of attention to detail and commitment to service excellence
-Ability to work flexible schedules, including weekends and holidays
-Availability to reside in Guanacaste, Costa Rica
2700-3200 USD Month
This company is an equal opportunity employer.
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Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
