Front Desk Manager

Role overview

Key responsibilities

• Oversee Front Desk teams across assigned branches through regular site visits and structured reviews.
• Translate business priorities into branch sales, renewal, and service objectives; review results and agree corrective actions.
• Coach teams in enquiry conversion, package recommendations, renewals, product sales, and complaint handling.
• Audit scheduling, booking accuracy, customer records, payment processes, handovers, and reception presentation; resolve gaps and follow up.
• Work with academy managers on scheduling constraints, missed lessons, and customer concerns affecting retention.
• Manage escalated complaints, ensuring timely resolution and learning from recurring issues.
• Plan staffing and shift coverage; support recruitment, onboarding, and performance development.
• Enforce service, grooming, and operating standards; identify improvements and report branch performance and risks.

Experience and qualifications

• Experience managing front desk or customer-service teams; hospitality or a comparable service-led business is preferred.
• Experience overseeing multiple locations or supervising teams across a branch network.
• Evidence of improving sales or renewals alongside customer-service standards and operational accuracy.
• Valid UAE driving licence and willingness to travel regularly between assigned branches.