Hotel Front Office Manager

Job Title: Hotel Front Office Manager

Company: BAAN Holding | بان القابضة

Job Type: Full-time

Location: Riyadh

BAAN Holding Group, formerly known as Al Hokair Group, was established in 1978 and boasts a legacy spanning over five decades. As one of the pioneers in the hospitality and entertainment sectors across Saudi Arabia and the Arab world, BAAN Holding continues to expand its investments, starting with its notable ventures into catering.

At BAAN Holding, we are committed to delivering innovative and diverse solutions in entertainment, hospitality, catering, and investment sectors. We prioritize quality and sustainability in every project we undertake, aiming to provide exceptional experiences for our customers while driving sustainable growth through innovative service models.
 

Job Overview:
 

The Hotel Front Office Manager is responsible for overseeing the front office operations, ensuring exceptional guest service and satisfaction. This role includes managing the front desk team, coordinating guest services, and implementing procedures to enhance operational efficiency and guest experience.

Key Responsibilities:
 

Front Office Operations:

• Manage daily front office operations, including check-in/check-out processes, reservations, and guest inquiries.
• Ensure smooth and efficient front desk operations while maintaining high standards of guest service.
• Develop and implement standard operating procedures (SOPs) for front office operations.

Guest Services:

• Foster a welcoming atmosphere and ensure that guests receive prompt and courteous service.
• Address guest complaints and feedback effectively, ensuring resolution and satisfaction.
• Organize and oversee concierge services, providing guests with information on local attractions and services.

Staff Management:

• Train, and supervise front office staff, ensuring high performance and professional development.
• Conduct regular performance evaluations and provide ongoing coaching and support.
• Schedule staff shifts and ensure adequate coverage during peak times.

Reservations Management:

• Manage reservations and room inventory to optimize occupancy rates.
• Collaborate with sales and marketing teams to develop pricing strategies and promotional offers.
• Analyze booking patterns to forecast demand and adjust strategies accordingly.

Reporting and Analysis:

• Prepare reports on front office performance, guest satisfaction, and occupancy trends.
• Analyze data to identify areas for improvement and implement necessary changes.
• Maintain accurate records of guest feedback and implement action plans for improvement.

Collaboration:

• Work closely with other departments, such as housekeeping and maintenance, to ensure seamless guest experiences.
• Coordinate special events and group bookings, ensuring all guest needs are met.

Training and Development:

• Develop training programs for new front office staff to enhance service quality.
• Conduct ongoing training sessions on customer service, software usage, and hotel policies.

Technology Management:

• Oversee the operation of front office technology systems, including property management systems (PMS).
• Ensure staff are trained on new technology and assist with troubleshooting as needed.

Budget Management:

• Analyze labor and supply costs to maximize efficiency without compromising quality.

Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 7 years of experience in front office operations within the hospitality industry, with at least 5 years in a supervisory or management role.
• Knowledge of hospitality industry trends and best practices.
• Excellent leadership, interpersonal and communication skills
• Commitment to delivering a high level of customer service
• Ability to find creative solutions with proven problem-solving capabilities offering support where required
• Personal integrity, with the ability to work in an environment that demands excellence, time and energy

Thank you for your interest in joining BAAN Holding family. We look forward to reviewing your application.