Front Office Manager

Overview

The Front Office Manager supports the administration of daily front office operations, overseeing staff across multiple departments such as Bell/Door services, switchboard, and guest services/front desk. This role focuses on ensuring an efficient guest check-in and check-out experience while aiming to maximize guest satisfaction and departmental financial performance.

Key Responsibilities

• Oversee daily front office operations, guaranteeing high quality standards and fulfilling customer expectations consistently.
• Set and organize priorities and goals to ensure efficient task completion.
• Address and resolve complaints, conflicts, and disputes effectively.
• Manage staffing to meet operational demands and financial targets.
• Maintain continuous communication with employees to align with business goals, acknowledge performance, and drive desired outcomes.
• Understand and contribute to achieving departmental financial objectives in line with overall property goals.
• Lead and inspire the front desk team through strong interpersonal skills, promoting integrity, sound decision-making, and exemplary behavior.
• Build trust, respect, and cooperation among team members to foster a positive environment.
• Supervise employees and manage day-to-day tasks, including stepping in during employees' absences.
• Maintain open, collaborative relationships within the team to enhance performance.
• Take charge of all front office areas in the absence of senior managers.
• Provide exceptional customer service that exceeds expectations to maintain and enhance guest satisfaction and loyalty.
• Coach employees and offer feedback to improve service quality and meet guest needs.
• Handle guest problems and complaints promptly and effectively.
• Set standards for guest interactions and empower the team to deliver outstanding experiences.
• Monitor employee service behavior and provide constructive feedback.
• Collect guest feedback on service quality to drive continuous improvement.
• Implement customer recognition programs and enforce credit policies to minimize financial risks.
• Oversee room revenue maximization practices and ensure property occupancy control.
• Ensure that front desk operations comply with all company policies and local standards.
• Apply disciplinary actions when necessary in accordance with company procedures and support peer reviews.
• Support employee development through coaching, mentoring, and training initiatives.
• Foster an open-door policy to gather employee feedback and address workplace concerns.
• Assist in recruiting and onboarding new team members suited to the department's needs.
• Participate in progressive discipline processes and support organizational human resources initiatives.
• Communicate effectively with supervisors and team members through various channels to ensure smooth information flow.
• Analyze information to make informed decisions and resolve problems appropriately.
• Provide front desk support and manage shifts as necessary to ensure operational continuity.
• Actively participate in departmental meetings to communicate clear goals and encourage team alignment.

Candidate Profile

• Minimum education of high school diploma or GED with at least 2 years of experience in guest services, front desk, or related professional roles.
• Or an associate degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field with no required prior experience.

About Autograph Collection

The Autograph Collection consists of unique four and five-star independent hotels, selected for their distinctive character and ability to offer personalized experiences. These hotels appeal to "The Individualist" — travelers seeking meaningful narratives and memorable stays beyond a typical lodging experience. Affiliated with Marriott International, the collection promotes inclusiveness and values diverse backgrounds, emphasizing equal opportunity and non-discrimination.

Additional Information

• Job Number: 26119605
• Job Category: Rooms & Guest Services Operations
• Work Location: Diplomatic Street, West Bay Area, Doha, Qatar
• Employment: Full Time
• Position Type: Management
• On-site Role (Not Remote)