Front Office Manager📣 Job Ad

About the Role

W Hotels is seeking a Front Office Manager to oversee daily operations and staff supervision within the front office departments. This full-time position is based in Riyadh and involves ensuring efficient guest services and maximizing departmental financial performance.

Key Responsibilities

The Front Office Manager will be responsible for administering front office functions, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. This role directs and works with managers and employees to implement procedures that ensure a smooth check-in and check-out process, while also focusing on guest and employee satisfaction and achieving financial objectives for the department.

• Manage day-to-day operations to ensure quality standards and meet customer expectations.
• Develop and implement specific goals and plans to prioritize, organize, and accomplish work.
• Handle guest complaints, resolve disputes, and manage conflicts effectively.
• Supervise staffing levels to meet guest service, operational needs, and financial targets.
• Ensure ongoing communication with employees regarding business objectives, expectations, and performance recognition.
• Understand and manage the department's impact on overall property financial goals.
• Implement and oversee the customer recognition and service program.
• Train staff and monitor adherence to credit policies and procedures to minimize bad debts.
• Supervise same-day selling procedures to maximize room revenue and control occupancy.
• Ensure daily Front Desk shift operations comply with all policies, standards, and procedures.
• Administer property policies fairly and consistently, including disciplinary procedures.

Leadership and Team Management

This role requires strong leadership to influence and encourage others, advocating for sound financial and business decisions while demonstrating integrity. The manager will foster mutual trust, respect, and cooperation among team members, serving as a role model and supervising all front office areas in the absence of senior management. Establishing and maintaining open, collaborative relationships with employees is essential.

• Utilize interpersonal and communication skills to lead and influence team members.
• Encourage and build mutual trust, respect, and cooperation within the team.
• Supervise and manage employees, understanding their roles to cover duties when necessary.
• Establish and maintain open, collaborative relationships with employees.

Guest Experience and Service Excellence

A key focus of this position is ensuring exceptional customer service by providing services that exceed guest expectations. The manager will improve service delivery through coaching, feedback, and individual guidance to employees, and will directly respond to and handle guest problems and complaints. Setting a positive example for guest relations and empowering employees to deliver excellent service are critical components of this role.

• Provide services that go above and beyond for customer satisfaction and retention.
• Improve service by communicating guest needs and providing guidance and coaching to employees.
• Respond to and handle guest problems and complaints effectively.
• Set a positive example for guest relations and empower employees to provide excellent customer service.
• Interact with guests to obtain feedback on product quality and service levels.
• Emphasize guest satisfaction and continuous improvement in all departmental meetings.

Qualifications and Experience

Candidates should possess a high school diploma or GED along with 2 years of experience in guest services, front desk, or a related professional area. Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is acceptable with no prior work experience required.

Additional Responsibilities

This role involves supporting the developmental needs of others through coaching and mentoring. The manager will solicit employee feedback, maintain an open door policy, and address employee concerns. Assisting with interviewing and hiring, supporting departmental orientation programs, and participating in employee progressive discipline procedures are also part of the responsibilities. The position requires informing supervisors, co-workers, and subordinates of relevant information, analyzing information to solve problems, and performing all duties at the Front Desk as necessary, including running shifts when required.