Front Office Manager – Bay La Sun Hotel & Marina Makkah, KSA

The Front Office Manager is responsible for overseeing all front office operations to ensure exceptional guest service, smooth daily operations, and the highest standards of hospitality. This role leads the front desk, concierge, guest relations, and night audit teams while working closely with other departments to create a seamless guest experience.

Key Responsibilities:

Guest Experience Management

• Ensure all guests receive a warm, professional welcome and efficient check-in/check-out services.

• Handle VIP arrivals, guest complaints, and special requests promptly and professionally.

• Maintain high guest satisfaction scores and resolve service issues effectively.

Team Leadership & Training

• Supervise, train, and motivate the front office team, including Reception, Guest Relations, Bell Desk, and Night Audit.

• Conduct regular coaching, performance evaluations, and shift briefings.

• Create staff schedules ensuring department coverage and productivity.

Operational Management

• Oversee daily front office operations, ensuring adherence to hotel policies and brand standards.

• Monitor room status, availability, and ensure close coordination with Housekeeping and Reservations.

• Review financial transactions, billing, and night audit reports for accuracy.

Revenue & Financial Responsibilities

• Maximize upselling opportunities at the front desk.

• Manage budget planning, expenses, and payroll for the department.

• Monitor daily revenue reports and maintain strong control over cash handling procedures.

Administrative & Reporting

• Prepare daily/weekly reports, forecasts, and operational updates for senior management.

• Ensure proper implementation of SOPs and maintain compliance with corporate and local regulations.

• Handle recruitment, onboarding, and disciplinary procedures for the team.

Skills & Competencies

• Strong leadership and people management skills

• Excellent communication and guest service abilities

• Problem-solving and decision-making skills

• Knowledge of hotel PMS systems (Opera, OnQ, Protel, etc.)

• Strong organizational and multitasking abilities

• Revenue-focused mindset with attention to detail

Qualifications

• Bachelor’s degree in Hospitality Management or a related field (preferred)

• Minimum 4–6 years of front office experience, including 2+ years in a supervisory or management role

• Experience in a 4- or 5-star hotel environment

• Additional language skills (Arabic, Russian, German, Italian) considered an advantage