Front Desk Manager

Role overview

Rosewood Red Sea is hiring a Front Desk Manager to lead the front desk function and deliver a smooth, tailored, and efficient guest journey from arrival through departure. The role is responsible for guiding the front desk team, which includes supervisors, agents, and the night team, and for making sure brand, Forbes, and LQA service expectations are met consistently.

This position has a strong focus on room control, guest recognition, recovery of service issues, cashiering, billing accuracy, and coordination across resort departments. The front desk manager works closely with Guest Relations, Concierge, Butler Services, Housekeeping, Engineering, Transportation, Spa, and Food & Beverage to create a polished front office experience.

What you'll do

• Direct the day-to-day front desk operation to keep arrivals, in-stay service, and departures running smoothly.
• Supervise the performance of front desk supervisors, agents, and the night team to maintain consistent service and strong operational control.
• Stay actively present during busy arrival and departure periods to support guest handling and service flow.
• Check daily arrivals, departures, stayovers, VIP movements, room assignments, guest preferences, and any special requests.
• Make sure guest profiles, preferences, traces, and notes are kept current in the PMS so future stays can be more personal.
• Manage check-ins, check-outs, in-room check-ins, group arrivals, and special welcome experiences when needed.
• Take charge of escalated guest issues and complaints, ensuring quick recovery, proper follow-up, and case closure.
• Work with Guest Relations, Concierge, Butler Services, Housekeeping, Engineering, Transportation, Spa, and Food & Beverage to deliver a seamless guest experience.
• Ensure clean handovers, accurate pass-on logs, daily communication, and structured shift briefings.
• Audit front desk procedures, registration records, guest communication, and service standards on a regular basis.
• Oversee cashiering activities, cash float control, billing accuracy, postings, routing, rebates, adjustments, and end-of-shift closing.
• Monitor rate application, billing instructions, package inclusions, and folio accuracy to reduce mistakes and revenue loss.
• Support upselling of rooms, package promotion, and additional revenue opportunities while keeping the guest experience central.
• Review no-shows, cancellations, open folios, routing issues, and billing variances, and assist Night Audit and Finance as needed.
• Build and manage front desk schedules according to occupancy, business demand, arrival/departure patterns, and productivity goals.
• Lead daily briefings, coaching, feedback discussions, and on-the-job training to strengthen service quality.
• Take part in recruitment, onboarding, training, and development of front desk associates.
• Step in as Duty Manager or Night Manager when required.

Requirements

• At least 3 to 5 years of front office experience, with a minimum of 2 years in a supervisory or management position.
• Experience in a luxury or ultra-luxury hotel or resort is preferred.
• Pre-opening exposure is considered an advantage.
• Strong command of front desk operations, room control, guest recognition, service recovery, cashiering, and billing accuracy.
• Hands-on expertise with PMS platforms, including check-in, check-out, guest profiles, room inventory, billing, cashiering, traces, and front office controls.
• Familiarity with guest request systems, workforce management tools, keycard systems, and guest feedback platforms is preferred.
• Good understanding of night audit, reservations, room allocation, and guest profile handling.
• Ability to cover Duty Manager duties and support Night Manager responsibilities when needed.
• Proven leadership, coaching, and team management capability.
• Excellent communication skills and strong guest engagement ability.
• Strong problem-solving, service recovery, attention to detail, organization, and follow-through.
• Ability to stay calm, professional, and decisive in high-pressure situations.
• Fluency in English is required; additional languages are an advantage.

Additional information

This is a full-time, onsite role based in Saudi Arabia. No salary, stipend, duration, start date, or application deadline was specified in the source.

Employment details

Number of openings was not provided.