Job Description

Roles & Responsibilities

KEY RESPONSIBILITIES

• Oversee all front office operations, including reception, reservations, concierge, and guest relations, ensuring smooth and efficient daily operations.
• Lead, train, and motivate the front office team to deliver consistently high service standards and memorable guest experiences.
• Ensure seamless check-in and check-out processes, accurate billing, and proper handling of guest accounts.
• Handle guest concerns and complaints promptly and professionally, maintaining high levels of guest satisfaction.
• Maintain accurate occupancy data, forecasts, reporting, and front office documentation.
• Collaborate closely with Housekeeping, Food & Beverage, Maintenance, and other departments to ensure a seamless end-to-end guest journey.
• Implement, monitor, and continuously improve front office policies, procedures, and service standards in line with brand and company values.
• Monitor front office costs, staffing levels, and resource utilization to ensure operational efficiency.
• Use guest feedback, data, and digital tools to enhance service delivery, streamline operations, and improve team productivity.
• Foster a guest-focused, approachable, and service-driven front office culture, while mentoring and developing future hospitality leaders.

Desired Candidate Profile

EXPERIENCE & SKILLS

• Bachelor's degree in hospitality management or a related field.
• 4 6 years of front office experience, with at least 2 years in a supervisory or managerial role.
• Strong knowledge of PMS and front office systems (Opera, Fidelio, or similar).
• Strong problem-solving skills and ability to handle guest complaints with diplomacy.
• A passion for service and ability to inspire a team to deliver excellence.
• Fluent in English and Arabic.