Front Desk Manager

SupportFinity™; Dammam; On-site; SAR 60,000 - 80,000; Full time

Job summary

A leading hospitality company is seeking a Front Office Manager to supervise daily operations at the Residence Inn by Marriott in Dammam. This role involves managing staff, ensuring exceptional guest service, and resolving complaints. Candidates must have at least two years of experience in guest services or related fields, along with strong leadership and communication skills. Join a dynamic team that values customer satisfaction and employee engagement, with opportunities for growth in a vibrant environment.

Benefits

Career growth opportunities

Dynamic work environment

Qualifications

• 2 years experience in guest services or front desk roles.
• Strong leadership and communication skills.
• Knowledge of customer service standards.

Responsibilities

• Oversee front desk operations to ensure efficiency.
• Manage day-to-day operations and staff performance.
• Resolve guest complaints and enhance customer satisfaction.
• Facilitate the training of new employees.

Skills

Guest service management

Staff supervision

Conflict resolution

Communication

Education

High school diploma or GED

2-year degree in Hotel Management or similar

Job description

Job Number: 25197008
Job Category: Rooms & Guest Services Operations
Location: Residence Inn by Marriott Dammam, Prince Muhammed Bin Fahd Rd, Dammam, Saudi Arabia, 32415
Schedule: Full Time
Located Remotely: N
Position Type: Management

Job Summary

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. The position directs and works with managers and employees to carry out procedures ensuring an efficient check‑in and check‑out process, ensuring guest and employee satisfaction and maximizing the financial performance of the department.

CANDIDATE PROFILE

Education And Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2‑year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day‑to‑day operations, ensuring the quality, standards and meeting the expectations of the customers.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, resolves grievances and conflicts, or negotiates with others.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Ensures regular ongoing communication with employees to create awareness of business objectives, communicate expectations, recognize performance and produce desired results.
• Understands the impact of the department’s operations on the overall property financial goals and manages to achieve or exceed them.

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages building mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees; manages all day‑to‑day operations; understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback.
• Interacts with customers to obtain feedback on quality of product and service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same‑day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.
• Ensures property policies are administered fairly and consistently; disciplinary procedures and documentation are completed according to SOPs and LSOPs and support the Peer Review Process.

Supporting Human Resource Activities

• Supports the developmental needs of others and coaches, mentors, or otherwise helps others improve their knowledge or skills.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues regarding employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Supports a departmental orientation program for employees to receive the appropriate new‑hire training to perform their job successfully.
• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Provides information to supervisors, co‑workers, and subordinates by telephone, in written form, e‑mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates the executives, peers and subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Residence Inn by Marriott helps guests thrive while on long stays so they can perform at their best. Spacious suites with full kitchens offer the comforts of the modern home, while associates provide service with a human touch to business and leisure travelers alike. Working at Residence Inn, you will build relationships grounded in teamwork and experience the legendary Residence Inn service culture which focuses on delivering against the unique needs of long‑stay guests. In joining Residence Inn, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

About the company