Front Office Manager I

Job Overview

The Front Office Manager I supports the Front Office Manager by overseeing daily operations of the front office, including bell/door staff, switchboard, and guest services/front desk teams. This role involves directing staff and managing procedures to ensure smooth guest check-in and check-out experiences while maximizing department financial performance and guest satisfaction.

Key Responsibilities

• Oversee daily front office activities ensuring service quality and customer expectations are consistently met.
• Develop and implement goals and plans to efficiently organize work priorities.
• Address and resolve complaints, disputes, and grievances through negotiation and conflict resolution techniques.
• Manage staffing to meet operational needs, service levels, and financial targets.
• Maintain continuous communication with staff to convey business objectives, set expectations, recognize achievements, and drive results.
• Lead and influence the front desk team through effective interpersonal skills and integrity, promoting teamwork, trust, and mutual respect across all members.
• Act as a role model by demonstrating exemplary behavior and uphold a collaborative work environment.
• Supervise staff and operations, stepping in to perform duties as needed during employee absences.
• Ensure exceptional customer service by empowering employees, coaching for improvement, handling guest complaints, and gathering feedback to enhance service quality.
• Implement and monitor customer recognition programs and credit policies to minimize financial losses.
• Oversee daily front desk shifts ensuring strict adherence to policies, standards, and procedures.
• Support human resource functions including staff development, mentoring, recruitment assistance, and participation in employee discipline processes.
• Communicate updates and key information effectively within the team and to management.
• Perform front desk operational duties and lead shifts when necessary.
• Continuously promote the department's goals and maintain standards aligned with The Ritz-Carlton's service excellence.

Candidate Profile

• High school diploma or equivalent with at least 2 years of experience in guest services, front desk, or a related area.
• OR a 2-year degree from an accredited institution in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field with no prior work experience required.

Additional Information

This position is located at The Ritz-Carlton in Doha, Qatar, on Ras Abu Abboud Street. This is a full-time onsite management role under Job Number 26104412 in the Rooms & Guest Services Operations category. The company embraces diversity and equal opportunity employment, valuing multicultural backgrounds and experiences of its associates. This role involves upholding the "Gold Standards" of The Ritz-Carlton brand which focus on exceptional service, employee promise and fundamental values. Associated benefits include being part of a global hospitality leader offering opportunities for personal and professional growth.