Front Office Manager

Four Seasons Hotels and Resorts; Medina; Hybrid; SAR 50,000 - 70,000; Full time

Job summary

A luxury hotel brand seeks an experienced Front Office Manager in Madinah. This role involves overseeing daily operations, ensuring guest satisfaction, and managing a team. Candidates should possess a Bachelor's degree in Hospitality Management and have proven experience in guest services within luxury settings. The position offers competitive salary and benefits, including housing allowances and opportunities for professional growth.

Benefits

Competitive salary

Housing and transportation allowances

30 days of vacation plus public holidays

Complimentary meals and uniform cleaning

Medical and life insurance

Employee Assistance Program

Worldwide complimentary room nights

Opportunities for growth and development

Qualifications

• Proven experience in Front Office or guest services management is essential.
• Strong leadership and management capabilities are required.
• Excellent organizational, communication, and problem-solving skills needed.

Responsibilities

• Oversee and manage daily Front Office operations.
• Handle guest complaints and concerns promptly.
• Prepare and present operational reports to senior management.

Skills

Leadership skills

Problem-solving skills

Communication skills

Organizational skills

Education

Bachelor's degree in Hospitality Management

High school diploma or equivalent

Tools

Hotel management software

Microsoft Office Suite

Job description

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Steps from the Prophet's Mosque, our Hotel will offer luxury accommodation for the city's 1.5 million annual visitors. The new-build hotel will be located at the heart of Madinah and steps from one of the most historic and significant sites in the region: Al-Masjid an-Nabawi, also known as the Prophet's Mosque. Madinah is also home to the Quba Mosque, which is regarded as the oldest mosque in the world.

About the Role

We are seeking an experienced and dynamic Front Office Manager to oversee the daily operations of the Front Office and ensure the highest standards of guest service. Reporting directly to the Assistant Director of Rooms, you will be responsible for managing the team, ensuring smooth check-in/check-out processes, handling guest concerns, and maintaining operational efficiency. You will play a key role in delivering exceptional guest experiences while maintaining the operational standards of the Front Office.

What You Will Do

• Oversee and manage daily Front Office operations, ensuring smooth check-in/check-out processes and exceptional guest satisfaction.
• Supervise, train, and mentor Front Office team members, ensuring high performance, service consistency, and adherence to Four Seasons standards.
• Handle guest complaints and concerns promptly and professionally, ensuring effective service recovery and corrective actions.
• Develop and implement strategies to enhance guest satisfaction, improve operational efficiency, and drive incremental revenue through effective upselling and personalized offerings.
• Collaborate with other hotel departments, including Housekeeping, Engineering, and F&B, to ensure seamless guest service and operational coordination.
• Manage the Front Office budget, including forecasting, labor costs, operational expenses, and monitoring upselling performance against revenue targets.
• Monitor key performance indicators (KPIs) and operational metrics, including guest satisfaction scores, productivity, and upselling conversion rates, to identify areas for improvement.
• Ensure compliance with hotel policies and procedures, as well as health, safety, security, and hygiene standards.
• Prepare and present regular operational and performance reports to senior management, including guest feedback, revenue insights, and service trends.
• Assist in the recruitment, training, and development of Front Office staff, with a strong focus on service excellence, upselling techniques, and guest engagement.

What You Bring

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred; high school diploma or equivalent required
• Proven experience in Front Office or guest services management, ideally within a luxury hotel or large-scale hospitality environment.
• Strong leadership and management skills with the ability to motivate and guide a team.
• In-depth knowledge of Front Office operations, including check-in/check-out procedures, guest services, and hotel systems.
• Excellent organizational, communication, and problem-solving skills.
• Financial acumen, with experience in managing budgets and controlling costs.
• Ability to work under pressure while maintaining a high standard of guest service.
• Proficiency in hotel management software and Microsoft Office Suite (Excel, Word, PowerPoint).

What We Offer

• Competitive salary.
• Housing and transportation allowances.
• 30 days of vacation plus public holidays.
• Complimentary meals and uniform cleaning.
• Medical and life insurance.
• Employee Assistance Program and worldwide complimentary room nights.
• Opportunities for growth and development.

Schedule & Hours

This is a full-time role.

Localization

As part of our commitment to Saudization, we actively welcome applications from Saudi nationals. Join us in shaping the future of luxury hospitality in Madinah.