Job title:	Front Office Manager
Job type:	Permanent
Emp type:	Full-time
Location:	Kuwait City, KW
Job published:	2025-04-29
Job ID:	36638
Contact name:	Laura Preston
Contact email:	laura@pinkcamel.ae

Job Description

We are looking for a Front Office Manager for a Luxury Hospitality company based in Kuwait.

Location – Kuwait

Salary – 900 -950 KWD / month + benefits

Key Responsibilities:

Administration

To ensure that all Departmental Operations Manuals are prepared and updated weekly.
In absence of the Director of Rooms, conduct Front Office Meeting.
To ensure that all meetings are well planned, efficient and results oriented.
To attend daily operations briefing with the Assistant Managers in Front Office.
To attend weekly meetings with General Manager and Leadership Committee in absence of Director of Rooms.
To ensure that deadlines on all projects are met.
To ensure the smooth operation of the Front Office Department.
To supervise departmental orientation programs for new employees to make sure that they understand the policy and procedure of the hotel.
To ensure proper completion of all local government requirements concerning hotel guests.
To establish an efficient method of communication for coordination of all Departments with particular emphasis on GSO, credit, sales, housekeeping, maintenance, communication center and security.
To implement consistent guest recognition programs and maintain a relevant guest database.
In absence of the Director of Rooms to participate weekly Room Yield / Management meeting conducted together with Sales / Marketing.
To continuously seek ways to assist the Rooms Management maximize their revenues and profits.
To monitor and analyze the activities and trends of competitive other hotel rooms.
To ensure that all Front Office staff are fully aware of market needs and trends and that their products meet these requirements.
To supervise the room rates offered to a walk in guest in order to exceed forecast average rate.

Customer Service

To establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Front Offices service.
To personally and frequently verify that guests check-in / out are receiving the best possible service.
To spend time in the Front Office (during peak periods) to ensure that the area is managed well by the respective team and functions to the fullest expectations.
To be demanding and critical when it comes to service standards.
To ensure that the Front Office team projects a warm, professional, and welcoming image.
To constantly strive to please all guests that she/he may come in contact with during her/his work hours.
To ensure through effective supervision that all services in the front office are always available and are carried out with utmost efficiency and courtesy as per the Departmental Operations Manual.
To ensure that guest history records are accurately maintained and all recurring guests are pre-registered.

Financial

To co-ordinate an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and Multi-Tasking.
To assist in ensuring that front office department is managed successfully as independent profit center.
To assist in ensuring that each place of work in the front office department is managed by a Management Team (Assistant Manager) who are totally accountable for their profitability.
To set, in close conjunction with each Assistant Manager, annual operating budgets, which will form part of the Hotel’s Annual Business Plan.
To monitor all costs and recommend measures to control them. To establish an integrated cost management plan through product lining, minimal inventories, and joint procurement with sister hotels and Delivery on Demand where possible and cost effective.
To ensure that the Department Operational Budget is strictly adhered to.
To monitor all cost and recommend / institute measures to control them.
To prepare monthly forecasts and schedule resources accordingly.
To assist in the preparation of the Departmental Budget.
To analyze and report on a monthly basis the Profit and Loss statements.

Operational

To ensure that all the front office departments are managed efficiently according to the established concept statements and adhere to Company and Hotel Policies & Procedures and Brand Standards.
To assist in the implementation of a flexible employee base, with the right mix of Full Time and Part Time employees. To allocate employees over the Division based on established business levels for that day.
To assign responsibilities to subordinates and to check their performance daily.
In absence of the EAM - Rooms, represent the Rooms Division on the hotel's Leadership Committee.
To support staff needs in other Divisions based on the hotel priorities and anticipated business levels.
To be available and on duty during peak periods (frequently opening and closing the operation).
To conduct frequent and thorough inspections together with the Director of Housekeeping and other Assistant Managers - Front Office Department.
To handle guest and employee inquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
To assist subordinates during Peak Hours.
To supervise the employees within the department and train all front office employees on the correct standards.
To ensure the strict control of printing and stationary and operating supplies stocks
To assist in securing external guest accommodation whenever an overbooking occurs.
To ensure that public areas are clean and up to standards.
To ensure that all daily V.I.P. rooms, special request rooms, Long Stay guest rooms for arrivals are blocked in advance and accordingly welcome amenities are appropriately ordered.
In absence of the EAM - Rooms to meet all V.I.P and long stay guests.
To ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed.
To work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance.

Personnel

To ensure that every staff maintains a high standard of personal appearance and hygiene at all times.
To conduct staff yearly performance appraisal with Front Office colleagues, supports them in their professional development goals.
Oversees the punctuality and appearance of all Front Office colleagues, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
To ensure that every staff provides a courteous and professional service at all times.
To assist in the building of an efficient team by taking an active interest in each member’s welfare, safety and development.
To supervise the staff within the department, ensuring that the correct standards and methods of service are maintained as stated in the Department’ Operations Manual.
To ensure that every member has a complete understanding of and adhere to the Hotel’s Staff Rules and Regulations.
To identify training needs and plan training programs for the staff.
To liaise and inform Department Head and Human Resources Department of all training sessions.
To personally conduct appropriate trainings in accordance with team and each individual needs.
To attend regular on-the-job and classroom training in new Front Office techniques and systems.
To be updated with the latest trends and service concepts world-wide.
Assists in the recruitment and selection of all Front Office colleagues; follows hotel guidelines when recruiting and uses a competency-based approach to selecting colleagues.
Supports Departmental Trainers through ongoing feedback and assistance at monthly meetings.
Develops the skills and effectiveness of all Front Office colleagues through the appropriate training, coaching, and/or mentoring.
Encourages colleagues to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
Ensures that colleagues follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
Assists to feedback the results of the Colleague Experience Survey and ensure that the relevant changes are implemented.

General:

To report for duty punctually and well groomed.
To provide a courteous and professional service at all times.
To maintain good working relationships with own colleagues, and all other departments.
To have a complete understanding of and adhere to the Hotel’s policy relating to Fire, Hygiene, Health and Safety.
To maintain a high standard of personal appearance and hygiene at all times.
To have a complete understanding of the Hotel’s rules and regulations and adhere to them.
To understand and strictly adhere to the Rules & Regulations established in the
Associate Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
To report for duty punctually wearing the attire all times.
To maintain a high standard of personal appearance and hygiene at all times.
To maintain a good rapport and working relationship with your colleagues and all other departments.
To attend and contribute to all staff meetings Departmental and Hotel trainings scheduled and other related activities.
To assist in planning and organizing special events, large group and festive promotions within the department.
To respond to changes in the Rooms function as dictated by the industry, company and hotel.
You may be required to in accordance with the occupational health and safety requirements of the hotel, evaluate working environments, develop and encourage measures that prevent injuries and illnesses. Ensuring that occupational health and safety information is shared with your associates

Occasional Duties:

To carry out quarterly, bi-yearly, yearly inventory of operating equipment.
To carry out any other reasonable duties and responsibilities as assigned.