Manager - Front Office I

Overview

This role assists the Front Office Manager in overseeing daily front office activities and supervising team members including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The position involves guiding managers and staff to ensure smooth check-in and check-out processes, ensuring guest satisfaction, employee engagement, and maximizing departmental financial outcomes.

Key Responsibilities

• Manage daily front office operations, maintaining high-quality standards and fulfilling customer expectations consistently.
• Develop and implement priorities, goals, and organized plans to accomplish tasks efficiently.
• Address complaints, resolve disputes, and handle grievances diplomatically and effectively.
• Monitor staffing to meet operational demands, guest service needs, and financial targets.
• Maintain ongoing communication with employees to convey business objectives, set expectations, recognize performance, and achieve desired results.
• Understand the department's impact on overall property financial goals and work towards exceeding them.
• Lead and motivate the front desk team using strong interpersonal and communication skills, promote trust and teamwork, and serve as a role model for behavior standards.
• Supervise employees daily operations, and perform employees' functions if necessary during absences.
• Maintain collaborative relationships within the team and cover all front office areas when senior managers are unavailable.
• Deliver exceptional customer service, including exceeding expectations for customer satisfaction and retention.
• Coach, guide, and provide feedback to staff to enhance guest service quality.
• Respond to and resolve guest complaints professionally, setting a positive example for guest relations.
• Empower employees to maintain excellent service standards and regularly observe and improve their service behaviors.
• Gather guest feedback on product and service quality, emphasizing continuous improvement during team meetings.
• Implement customer recognition and service programs, ensuring adherence to policies to minimize financial losses.
• Manage front desk shift operations in compliance with procedures and control room revenue and occupancy through daily selling techniques.
• Administer property policies consistently and fairly, follow disciplinary processes according to standard operating procedures.
• Support human resources with coaching, mentoring, employee feedback solicitation, hiring assistance, orientation programs, and participation in progressive discipline.
• Maintain clear communication via phone, email, or written form with supervisors and team members on pertinent information and updates.
• Analyze issues to implement effective solutions and participate fully in departmental meetings focusing on front desk goals.

Candidate Profile

• Education: High school diploma or GED with at least 2 years of experience in guest services, front desk, or a related hospitality role, or a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related fields with no required prior work experience.

Diversity and Inclusion

The company is committed to equal opportunity employment, valuing diverse cultures and backgrounds, and fostering an inclusive workplace free from discrimination.

Additional Information

Location: Ras Abu Abboud Street, Doha, Qatar. Position Category: Rooms & Guest Services Operations. Schedule: Full-time, onsite. Job Number: 26104412.