Front Office Manager

Red Sea Global Hospitality; Saudi Arabia; On-site; SAR 80,000 - 120,000; Full time

Job summary

Join a leading hospitality company as a Front Office Manager, overseeing operations and ensuring exceptional guest experiences. You will lead a dedicated team, manage budgets, and collaborate across departments to maintain high service standards. This role offers opportunities for professional growth and a competitive compensation package.

Benefits

Health Insurance

Competitive compensation package

Employee Recognition Programs

Daily meals on duty

Uniform dry-cleaning services

Qualifications

• Minimum of 5 years of experience in Front Office management.
• Proven ability to lead and motivate a diverse team.

Responsibilities

• Oversee daily operations of the Front Office department.
• Ensure exceptional guest service and satisfaction.
• Manage team performance and development.

Skills

Leadership Skills

Guest Service Excellence

Problem-Solving Skills

Communication Skills

Education

Bachelor's degree in Hospitality Management

Tools

Property Management Systems (PMS)

Job description

Join Red Sea Global Hospitality and become part of a team leading the change in responsible development and regenerative tourism.

Job Title: Front Office Manager

Department: Rooms Division

Reporting to: Rooms Division Manager

About Us

Welcome to the next generation of hospitality excellence. At Red Sea Global Hospitality, we are committed to providing unparalleled guest experiences and creating a work environment that fosters growth, collaboration, and success for our team members. Our values of Respect, Responsibility, Passion, and Collaboration are at the heart of everything we do, shaping the way we interact with our guests and each other. Join us and be a part of a forward-thinking team dedicated to redefining luxury hospitality.

The Role

As a Front Office Manager, you will be responsible for overseeing the day-to-day operations of the Front Office department, ensuring seamless guest check-in/check-out processes and exceptional service throughout each guest's stay. You will manage a team of front office team members, ensuring operational efficiency, maintaining service excellence, and collaborating with other departments to deliver a memorable guest experience. Reporting to the Rooms Division Manager, you will also drive operational standards, handle guest inquiries, and oversee the overall performance of the Front Office team.

Key Areas of Responsibilities

Please note that the responsibilities outlined below are not exhaustive. Red Sea Global Hospitality team members continuously innovate in caring for the needs of the business, their guests, and their colleagues. As Front Office Manager, you will need to:

Operational Management & Leadership:

Supervise the daily operations of the Front Office, ensuring smooth and efficient service for all guests from check-in to check-out. Oversee team member scheduling, guest room assignments, and room availability to ensure maximum occupancy and revenue generation. Lead and manage the front office team to deliver excellent service with a focus on efficiency, attention to detail, and guest satisfaction.

Guest Experience & Satisfaction:

Ensure that all guests receive exceptional service and have their needs met throughout their stay. Monitor guest feedback through reviews and direct interactions, addressing any concerns promptly and professionally. Act as a point of contact for VIP guests and ensure that special requests are handled with personalized care.

Team Management & Development:

Lead, motivate, and develop a team of front office team members, providing guidance, training, and support to ensure the highest levels of performance and guest service. Conduct regular performance evaluations and provide feedback, coaching, and opportunities for career growth. Foster a positive work environment that promotes teamwork, high morale, and staff retention.

Reservations & Room Allocation:

Oversee the reservation process to ensure room availability, optimize occupancy, and align with revenue goals. Collaborate with the Reservations team to manage overbooking, room assignments, and special requests, ensuring all guest expectations are met. Monitor room availability and manage the guest room inventory in alignment with the hotel's overall revenue management strategy.

Financial & Revenue Management:

Collaborate with the Rooms Division Manager to manage the Front Office budget, ensuring operational costs are controlled while maintaining service excellence. Support the development and implementation of pricing strategies to optimize room rates and maximize occupancy. Monitor departmental financial performance, including room revenue, and implement strategies to improve performance and profitability.

Guest Services & Problem Resolution:

Actively monitor guest interactions at the Front Office to ensure smooth service delivery. Handle any guest complaints or issues related to front desk operations with professionalism, empathy, and efficiency. Ensure that the team is empowered to address concerns promptly and effectively, enhancing overall guest satisfaction.

Cross-Department Collaboration:

Work closely with the Housekeeping, Engineering, and Food & Beverage teams to ensure smooth communication and collaboration across departments. Address room maintenance issues, ensure cleanliness standards are met, and coordinate with other departments to meet guest expectations. Collaborate with the Sales and Marketing team to enhance guest offerings and promotions.

Health & Safety Compliance:

Ensure that all Front Office operations comply with health, safety, and security standards, and that the hotel's internal policies are consistently followed. Oversee the safety and security of guest and team member information, including checking systems and maintaining accurate records for all guest transactions.

Technology & Systems Management:

Oversee the use of front desk technology systems and ensure the team is proficient in utilizing property management systems (PMS), reservations, and check-in/check-out software. Identify opportunities for process improvement and system upgrades to increase operational efficiency and enhance the guest experience.

Reporting & Documentation:

Prepare daily, weekly, and monthly reports on front office operations, including occupancy, room revenue, and guest satisfaction metrics. Submit these reports to the Rooms Division Manager and provide analysis of trends and areas for improvement. Maintain accurate records of guest check-ins, check-outs, and billing information.

Qualifications and Standards

To succeed in this role, candidates should possess the following qualifications and experience:

• Education: A Bachelor's degree in Hospitality Management, Business Administration, or a related field. Additional certifications in hospitality or front office management are a plus.
• Experience: Minimum of 5 years of experience in Front Office management, preferably in a luxury hotel or resort environment. Previous experience managing a large team in a dynamic, high-volume setting is essential.
• Leadership Skills: Proven ability to lead, motivate, and develop a diverse team, fostering a positive, guest-centric work environment. Strong interpersonal and communication skills to effectively engage with guests, team members, and senior management.
• Guest Service Excellence: A passion for providing exceptional guest service and the ability to handle complex guest issues with professionalism and empathy.
• Operational Knowledge: Strong knowledge of front office operations, including check-in/check-out processes, guest service, reservations, and the use of property management systems (PMS).
• Financial Acumen: Experience managing budgets, optimizing revenue, and driving profitability within the Front Office department.
• Problem-Solving Skills: Ability to address operational challenges, guest complaints, and staffing issues quickly and efficiently while maintaining high service standards.
• Attention to Detail: Strong attention to detail and commitment to maintaining high standards of service delivery, cleanliness, and guest satisfaction.
• Communication Skills: Excellent written and verbal communication skills, with the ability to engage and influence both guests and team members.

In Return, What We Offer

• Exciting opportunities for personal and professional development at all levels, featuring targeted development programs aimed at equipping you for your next career move.
• Competitive compensation package.
• Access to exclusive perks, complimentary nights, and benefits within Red Sea Global Hospitality.
• Health Insurance coverage whilst in service.
• A supportive and inclusive work environment that values diversity and collaboration.
• Employee Recognition Programs.
• Daily meals on duty and uniform dry-cleaning services.
• Year-round events of social, wellness programs, charity drives, and sports activities.

Accessibility and Adjustments

We welcome all applicants and are keen to ensure our employees reflect the diversity of the Kingdom of Saudi Arabia and the communities we serve. We are committed to providing reasonable adjustments throughout our recruitment process, and we'll always endeavor to be as accommodating as possible. If you would like to discuss any specific requirements, please get in touch with us.

Red Sea Global Hospitality is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply.