Cluster Manager - Operations

Position Overview
The Front of House Operations Manager is responsible for orchestrating all guest-facing and member-facing services within the Yacht Club, ensuring every interaction reflects the highest standards of luxury, discretion, and seamless coordination. This role acts as the operational heartbeat between Front Office, F&B, Events, Marina Operations, and Member Relations, delivering a refined, world-class experience that aligns with Amaala Yacht Club’s values and vision of regenerative luxury.

Key Responsibilities:

• Oversee all guest and member arrivals, greetings, and daily interactions, ensuring service excellence at every touchpoint.
• Lead and inspire the reception, concierge, valet, and member relations teams to provide anticipatory, personalized service.
• Partner closely with the F&B operations team to synchronize guest dining experiences, event logistics, and VIP reservations.
• Ensure members’ and guests’ personal preferences are tracked and remembered, delivering a sense of belonging and exclusivity.
• Handle service recovery and guest relations with tact, professionalism, and follow-through.
• Manage all front-of-house operations to ensure a polished, efficient, and welcoming atmosphere across entrances, lounges, and common areas.
• Serve as the coordination hub between Front Office, F&B, Housekeeping, Events, and Marina Operations for smooth day-to-day functioning.
• Oversee valet, doorman, and driver services, ensuring seamless arrival and departure experiences.
• Implement and maintain operational SOPs, checklists, and service standards in line with the club’s brand positioning.
• Work hand-in-hand with the F&B Manager and outlet leaders to deliver synchronized service across dining, bar, and lounge areas.
• Attend daily briefings to align on VIP arrivals, private functions, and member preferences.
• Support special dining events, tastings, and club functions by ensuring the flow of guests, logistics, and communication between teams.
• Anticipate and resolve cross-departmental service bottlenecks, maintaining a sense of calm precision.
• Capture member feedback on F&B experiences and share insights with management to drive ongoing improvement.
• Act as the operational liaison for all club events, private functions, regatta receptions, and member gatherings.
• Collaborate with the Events Manager and F&B team to ensure flawless execution of social, cultural, and sporting events.
• Oversee front-of-house setup, guest registration, seating plans, and service flow during events.
• Coordinate guest logistics, valet parking, and arrival experience for VIP and large-scale events.
• Support the marketing and membership teams in delivering high-impact experiences that strengthen member engagement and loyalty.
• Ensure all post-event feedback is gathered and integrated into service improvement plans.
• Recruit, train, and develop an elite front-of-house team that embodies the values of the Yacht Club.
• Foster collaboration between Front Office, F&B, and Events departments for a seamless guest experience.
• Conduct ongoing service training, performance evaluations, and coaching sessions.
• Build a strong culture of accountability, communication, and pride in service excellence.
• Assist the Operations Director with forecasting and managing front-of-house and event-related budgets.
• Monitor labor, supplies, and service costs while upholding the highest standards of luxury.
• Track and report departmental KPIs, including guest satisfaction, event service efficiency, and operational productivity.
• Ensure billing accuracy for member events, private bookings, and related services.
• Maintain strict adherence to health, safety, and hygiene regulations across all public and F&B areas.
• Coordinate with security and facilities teams during high-profile events and VIP visits.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management, Business Management, or related field.
• Minimum 10–12 years of experience in luxury hospitality operations, including leadership roles in FOH, F&B, concierge, and/or maritime/luxury cruise environments.
• Strong background managing multiple outlets or operational clusters (e.g., yacht cruises, resorts, luxury hotels, island operations).
• Proven experience handling VIP guests, high-net-worth individuals, and exclusive private clientele.
• Demonstrated expertise in USPH standards, health & safety requirements, and operational compliance.
• Experience in team recruitment, development, coaching, and performance management.

Skills:

• Exemplary personal presentation and polished communication.
• Emotionally intelligent, discreet, and guest-focused.
• Highly organized and calm under pressure.
• Naturally collaborative, proactive, and solutions-oriented.
• Reflects the Amaala values of Trust & Integrity, Passion & Commitment, Respect & Consideration.
• Performance Indicators (KPIs)
• Member and guest satisfaction and event feedback scores.
• Service delivery consistency across Front of House, F&B, and Events.
• Operational efficiency and communication metrics.
• Event execution quality and on-time performance.
• Staff engagement and training completion.
• Achievement of financial and operational targets.