Mgr Front Office I📣 Job Ad

About the Role

Sheraton Hotels & Resorts is seeking a Front Office Manager I to assist in the administration of front office functions and supervise staff. This full-time position is based in Medina, within the Eastern Province of Saudi Arabia. The role involves directing and working with managers and employees to ensure efficient guest check-in and check-out processes, guest satisfaction, and maximizing the financial performance of the department.

Key Responsibilities

The Front Office Manager I is responsible for overseeing the day-to-day operations of front office areas, including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. This includes managing staff levels to meet service, operational, and financial objectives, developing and implementing departmental goals, and ensuring quality standards meet customer expectations. The role also involves handling guest complaints, settling disputes, and resolving conflicts. Regular communication with employees regarding business objectives, performance recognition, and expectations is crucial. The position requires an understanding of how front office operations impact overall property financial goals and the ability to manage towards exceeding these goals.

Team Leadership and Guest Service Excellence

This role requires strong interpersonal and communication skills to lead, influence, and encourage team members, fostering mutual trust, respect, and cooperation. The manager will serve as a role model, demonstrating appropriate behaviors and supervising employees to ensure all duties are performed effectively, including covering for absent staff. Establishing and maintaining open, collaborative relationships with employees is essential. The manager will also be responsible for supervising all front office areas in the absence of the Front Office Manager or Assistant Front Office Manager. A key focus is on providing exceptional customer service, empowering employees to deliver outstanding guest experiences, and actively seeking guest feedback to drive continuous improvement.

Operational Management and Policy Adherence

The Front Office Manager I will implement customer recognition programs and ensure staff adherence to credit policies and procedures to minimize bad debts. Responsibilities include supervising same-day selling procedures to maximize room revenue and control occupancy, as well as overseeing daily Front Desk shift operations to ensure compliance with all policies, standards, and procedures. The manager must ensure property policies are administered fairly and consistently, and that disciplinary procedures and documentation align with Standard and Local Operating Procedures (SOPs and LSOPs).

Human Resources Support

Support for employee development is a key aspect of this role, including coaching and mentoring to improve knowledge and skills. The manager will solicit employee feedback, maintain an open-door policy, and review employee satisfaction results to address concerns. Employee satisfaction issues will be brought to the attention of the department manager and Human Resources. Assistance with interviewing and hiring team members with appropriate skills, and supporting departmental orientation and new hire training programs are also required. Participation in employee progressive discipline procedures is expected.

Qualifications and Experience

Candidates should possess a high school diploma or GED and at least 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.