Front of House Manager, Bashundhara SuperGolf

Job Description

Title: Front of House Manager, Bashundhara SuperGolf

Company Name: Sanvir Bashundhara Group

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 5 years
• The applicants should have experience in the following business area(s): Hotel, Convention center, Golf Club, Sports Complex

• At least 5 years
• The applicants should have experience in the following business area(s): Hotel, Convention center, Golf Club, Sports Complex

·         Ability to lead teams along with minimum 2-3 years in supervisory/management role, make decisions under pressure, and manage conflict

·         Excellent verbal and written communication in English and Bengali

·         Proficiency in Microsoft Office, booking systems, inventory management software (preferred)

·         Poise under pressure, problem-solving, empathy, attention to detail, multitasking

Context:

The Front of House Manager is responsible for overseeing the entire arrival and departure experience at Super Golf, ensuring every guest receives a warm, seamless, and memorable welcome. This role manages all guest-facing operations at the main entrance, driveway, valet, lobby, and public areas.

Critical Distinction: This position serves as the second-in-command for guest operations. In the absence of the Head of Operations, the Front of House Manager assumes Acting Head of Operations responsibilities, making operational decisions, managing incidents, and ensuring business continuity. This role requires strong leadership, crisis management, and decision-making capabilities.

Key Responsibilities

Front of House Operations Management

·         Ensure a seamless guest flow from vehicle arrival to bay or restaurant check-in.

·         Manage peak-hour traffic and queuing to minimize guest wait times.

·         Monitor lobby and public area conditions, including cleanliness, ambiance, temperature, and music.

·         Oversee VIP arrival protocols, including personal greetings, expedited check-in, and special amenities.

Acting Head of Operations Responsibilities

·         Make real-time operational decisions during emergencies or unusual situations.

·         Coordinate cross-departmental responses during incidents (medical, security, facilities).

·         Ensure operational continuity during evening and weekend shifts when senior management is off duty.

Team Leadership & Staff Management

·         Recruit, train, and schedule the Front of House team (Guest Greeters, Valet Staff, Door Hosts, Lobby Ambassadors).

·         Conduct performance evaluations and provide ongoing coaching.

·         Manage staff schedules in alignment with occupancy forecasts and peak hours.

Guest Experience & Service Excellence

·         Personally greet VIP guests and members during peak hours.

·         Resolve escalated guest issues promptly (e.g., wait times, valet delays, lost items).

·         Implement service recovery protocols when guest expectations are not met.

·         Recognize and celebrate guest special occasions (birthdays, anniversaries) upon arrival.

Operational Coordination & Safety

·         Ensure all safety protocols are followed at the entrance, driveway, and valet areas.

·         Coordinate with Security on emergency response drills (evacuation, medical, fire).

Financial & Performance Management

·         Manage the Front of House operating budget (supplies, uniforms, equipment).

·         Track and report key performance metrics (wait times, guest satisfaction, arrival volume).

·         Identify cost-saving opportunities without compromising the guest experience.