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Front Office Manager


Tulum, ROO, MX

Property Name:  Esplendor by Wyndham Tulum Nook
Req Id:  11655

Wyndham Hotels & Resorts is now seeking a Front Office Manager to join our team at Esplendor by Wyndham Tulum Nook in TulumQuintana Roo.

Job Summary

This position is responsible for managing the operation of the hotel’s front desk and the administration of the front office in accordance with Company standards for quality, cleanliness, guest satisfaction, and safety and security while managing costs within budgetary guidelines; responding to and resolving customer complaints and concerns and occasionally performing the tasks of a Front Desk Sales Representative (FDSR), to include operating systems for PBX, reservations and guest check-in/out.

It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility.


Key Responsibilities

Department Administration

  • Manage departmental expenses within budged guidelines.  Explain causes for any budget variance, and take corrective action to avoid future variance occurrences.
  • Train front desk staff in technical duties (including front office operation and central reservation systems) and proper guest service skills.
  • Assist the General Manager with training FDSRs on proper revenue management procedures, including successful selling techniques, current specials and/or promotions, and rate structure and yield management policies.
  • Assist the General Manager with competitive analysis and rate surveys.
  • Perform assigned administrative and financial duties such as daily reports, credit card reversals, bank deposits, city ledger, accounts receivables, travel agent research, lost and found, rooming lists and office supply inventory while protecting the safety of employees and guests.
  • Supervise and perform FDSR and Night Auditor duties.

Guest Satisfaction

  • Respond, as needed, to any upset guests or difficult situations.  Ensure all guest service issues are resolved prior to guests leaving the property.
  • Ensure that the front desk staff receives satisfactory guest satisfaction, product quality, and/or mystery shopper scores.  Take corrective action to improve any deficiencies.


  • Be available to work a flexible schedule.
  • Assist other employees in various assignments, to include operating the courtesy van and assisting with breakfast, laundry, or housekeeping duties.
  • Serve as Manager-on-Duty in the absence of the General Manager.

Employee Satisfaction

  • Recruit, hire, train, and retain Front Office employees to deliver exceptional guest service and a quality product that will lead to achieving EBITDA goals. Maintain an acceptable level of turnover.
  • Train and empower FDSRs to successfully handle guest needs, special requests, and complaints. 
  • Advise and consult with General Manager and Human Resources regarding poor employee behaviour and violation of performance standards; provide counselling and/or discipline as needed.

Safety and Security

  • Perform work duties in accordance with Company safety and security policies and procedures, and other applicable state and local regulations.
  • Report and store lost-and-found items in accordance with hotel procedures.
Education & Experience


  • High school diploma or equivalent.


  • Previous hotel and supervisory experience is required.


  • Must be proficient in the use of common Microsoft Office applications, including Word, Excel, and Outlook. 
  • Must be able to operate basic office machines, i.e., copier, fax, printer, etc.
  • Must display very good organization and time management skills.
  • Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
  • Must have sound judgment and discretional skills and be able to work with little supervision.
  • Must be able to consistently work under pressure and simultaneously prioritize multiple projects.
  • Must be able to work with sensitive and confidential material.
  • Must be able to speak, read, write, and understand English.
  • Must have a clean driving record and a valid, current, and non-probationary driver’s license.
  • Obtain any locally required certifications.
  • Demonstrate the fundamentals of the company’s Count on Me! service culture to be responsive, respectful and deliver a great experience.

Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Job Location: Esplendor by Wyndham Tulum Nook, Región 008, SM 000, MZ 675, Lote 001, Lote 002 Y Lote 003, Tulum, Quintana Roo  77760
Employment Status: Full-time

Employment Disclaimer

In some locations around the world, Wyndham Hotels & Resorts manages hotel properties on behalf of a third party owner. At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotels & Resorts performs recruiting and hiring functions on behalf of the owner. I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotels & Resorts where Wyndham Hotels & Resorts is serving only as the recruiter and will not be my actual employer.

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.