Front Office Manager (Saudis only)

About the Role

Kempinski Hotel is seeking a Front Office Manager (Saudis only) to oversee the operations of the Reception, Concierge, PABX, and Business Center. This full-time role requires ensuring the highest standards of service are maintained in accordance with established operating procedures and Kempinski standards. The ideal candidate will have 5-10 years of relevant experience.

Key Responsibilities

• Contribute to budget preparations and manage the Front Office Department within budgetary guidelines, with responsibility for profit and loss.
• Maximise hotel revenue through effective control of room inventory, group blocking, packages, and up-selling, while adhering to late charge and double occupancy policies to maximise REVPAR.
• Prepare the annual budget and manning guide for the department.
• Control duty rosters for sub-departments to ensure quality and personnel cost efficiency.
• Oversee all labour cost controls within budget limits and occupancy variances to maximise productivity.
• Conduct interviews for prospective employees and identify training needs.
• Develop and manage performance, and approve training plans for all Front Office sub-departments, ensuring compliance and efficiency.
• Manage all operational tasks, including delegation and follow-up.
• Implement disciplinary actions in line with company procedures.
• Re-evaluate workflows to improve and optimise organisation, and implement and evaluate procedures and policies.
• Ensure clear communication within departments and verify adherence to local police authority information requests.
• Organise regular departmental meetings.
• Maintain detailed hotel product knowledge and stay updated on VIP arrivals and events within the hotel and destination.
• Conduct daily walk-throughs to ensure quality standards.
• Maintain high visibility with guests and employees, handle customer complaints, and take corrective action.
• Set short-term and long-term measurable objectives to continually improve service levels.
• Responsible for maintaining an 85% score for LQA inspections.
• Greet and escort VIP guests upon arrival and bid farewell upon departure.
• Serve as Manager on Duty on weekdays and weekends.
• Assume Rooms Division responsibilities in the absence of the Rooms Division Manager.
• Undertake pre-opening tasks and responsibilities where applicable.

Qualifications and Experience

• A minimum of 5-10 years of experience in a similar role within the hospitality industry.
• Demonstrated ability to manage front office operations and lead a team effectively.
• Strong understanding of budget preparation, profit and loss management, and revenue maximisation strategies.
• Proficiency in managing room inventory, group blocking, and up-selling techniques.
• Experience in staff training, performance management, and disciplinary actions.
• Excellent communication and interpersonal skills for guest and employee interaction.
• Ability to handle customer complaints and implement corrective actions efficiently.
• Knowledge of local police authority requirements and hotel product knowledge.

Work Environment

This is a full-time position at Kempinski Hotel, requiring a commitment to maintaining high service standards in a dynamic hospitality environment. The role involves direct interaction with guests and employees, and requires flexibility to serve as Manager on Duty during weekdays and weekends.