Job Description

Job Summary: The Front Office Manager oversees all front desk operations, ensuring exceptional guest/customer service, smooth check-in/check-out processes, and efficient administrative coordination. This role requires strong leadership, organizational skills, and a customer-centric approach to maintain high service standards. Key Responsibilities: 1. Guest Services & Operations Management:

• Supervise daily front desk operations, including check-ins, check-outs, reservations, and billing.
• Ensure VIP guests, corporate clients, or high-priority visitors receive personalized attention.
• Resolve guest complaints promptly and escalate issues when necessary.
• Maintain brand/service standards (e.g., Forbes 5-Star, AAA Diamond, or corporate protocols).

2. Team Leadership & Training:

• Train, schedule, and evaluate front office staff (receptionists, concierge, bell staff).
• Conduct regular meetings to communicate updates, policies, and service expectations.
• Foster a positive work environment and motivate staff to deliver outstanding service.

3. Administrative & Financial Duties:

• Monitor room inventory, occupancy rates, and upselling opportunities (e.g., upgrades, packages).
• Oversee cash handling, invoicing, and night audit reports for accuracy.
• Collaborate with Housekeeping, Maintenance, and Sales teams to optimize operations.

4. Technology & Systems:

• Proficiency in Property Management Systems (PMS) (e.g., Opera, Fidelio, Amadeus).
• Manage online booking channels (OTA), CRM tools, and POS systems.
• Ensure data security and compliance with PCI-DSS standards for payment processing.

5. Compliance & Safety:

• Enforce health, safety, and security protocols (e.g., emergency procedures, GDPR/data privacy).
• Liaise with security teams for guest safety and access control.

Qualifications & Skills:

• Education: Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Experience:
• 3+ years in front office operations, with at least 1 year in a supervisory/managerial role.
• Hospitality background (hotels, resorts) or corporate office management experience.
• Technical Skills:
• PMS software, Microsoft Office (Excel, Outlook), and basic accounting knowledge.
• Soft Skills:
• Exceptional communication, multitasking, and problem-solving abilities.
• Fluency in English (additional languages like Arabic, French, etc., are a plus).

Preferred Qualifications:

• Certification in Hospitality Management (e.g., CHA, AHLEI).
• Experience in luxury hotels, corporate HQ, or high-volume establishments.