Front Office Manager

Role summary

Guest services and front desk

• Manage day-to-day operations and ensure service quality and customer expectations are met.
• Handle complaints, disputes, grievances and conflicts; gather guest feedback and address service issues.
• Supervise staffing levels, daily shifts and front-desk operations; perform front-desk duties when necessary.
• Promote guest satisfaction, coach employees and empower staff to provide excellent service.

Team and business management

• Set work priorities and goals, communicate expectations, recognize performance and maintain collaboration among employees.
• Supervise and manage staff, provide coaching and mentoring, and oversee operations in the absence of front-office leaders.
• Manage service and financial objectives, same-day selling procedures, room revenue and property occupancy.
• Implement customer-recognition programs, train staff on credit policies and ensure compliance with operating procedures.
• Support employee feedback, hiring, orientation, development and progressive discipline processes.

Education and experience

• High school diploma or GED and 2 years of experience in guest services, front desk or a related professional area; alternatively, a relevant two-year degree with no work experience required.
• Relevant degree fields include Hotel and Restaurant Management, Hospitality, Business Administration or a related major.

Capabilities

• Leadership, interpersonal communication, sound business decision-making and conflict resolution.
• Ability to analyze information, evaluate results and solve problems.
• Ability to coach, mentor and guide staff while maintaining guest-service standards.

Location and schedule

• Full-time position at the Sheraton property on Al Muntazah Street in Sharjah; the posting states the role is not remote.