Front of House Manager

Position summary

This position is responsible for overseeing daily front office activity and making sure members, guests, and visitors receive a polished, high-quality experience from the moment they arrive. The role blends hospitality, customer service, sales, administration, and people leadership so that every interaction aligns with the premium image of Doha Golf Club.

It is also an important part of the Club’s commercial shift, with a focus on growing membership, promoting club facilities, improving conversion from enquiries to visits and memberships, supporting events, and positioning the front desk as a Member Experience & Sales Centre rather than a conventional reception area.

Member and guest experience

• Create a strong and welcoming first impression for all members, guests, and visitors.
• Ensure every arrival is acknowledged professionally and without delay.
• Handle front desk duties, phone enquiries, and visitor check-ins.
• Address concerns raised by members and guests in a calm, efficient, and professional manner.
• Maintain a consistently premium standard of presentation and hospitality.
• Keep service delivery aligned with the Club’s expected standards at all times.

Membership and sales

• Present all membership options and support prospective members through the full sales process.
• Conduct guided tours for potential members and corporate visitors.
• Work to turn walk-ins and enquiries into memberships whenever possible.
• Recommend and promote club offerings such as golf, academy programmes, restaurant deals, retail, and events.
• Assist with membership retention activity and referral efforts.
• Ensure all membership leads and enquiries are followed up promptly.

Customer relationship management

• Record member, visitor, and prospect details accurately and consistently.
• Keep the CRM system current and well maintained.
• Support marketing activity by ensuring high-quality data capture.
• Track enquiry progress and follow-up actions.

Front office operations

• Lead and supervise the front office team.
• Build staff rosters and ensure the desk is adequately covered.
• Maintain front desk procedures and service standards.
• Work closely with Golf Operations, Food & Beverage, Events, Academy, and Membership teams.
• Prepare operational reports as required.

Events and commercial support

• Support club events, tournaments, and activations.
• Help promote restaurant offers, academy programmes, and seasonal campaigns.
• Assist with corporate hospitality initiatives.
• Contribute to increasing overall club usage and engagement.

Leadership

• Train, coach, and develop the front office team.
• Encourage a strong customer-first mindset across the team.
• Review performance and support ongoing service improvements.

Key performance indicators

• Membership enquiry volume and conversion rate.
• Customer satisfaction and complaint handling outcomes.
• CRM growth and data accuracy.
• Event attendance generated through the front office.
• Restaurant and retail referral activity.
• Speed of phone response and compliance with visitor greeting standards.

Qualifications and experience

A bachelor’s degree or diploma in Hospitality, Business Administration, Tourism, or a related field is preferred. The role calls for 3 to 5 years of experience in hospitality, luxury hotels, golf clubs, or premium customer service environments. Prior supervision or management exposure is preferred, and experience with membership sales or CRM systems is highly desirable.

Skills and competencies

The position requires excellent service orientation, strong sales ability, confidence in negotiation and upselling, team leadership, clear communication, strong interpersonal skills, professional presentation, administrative accuracy, reporting capability, and competence with Microsoft Office and CRM platforms.

Language requirements

Fluency in English is mandatory. Arabic is preferred, and any additional language skills would be an advantage.

Service standards

• Answer calls quickly and in a professional manner.
• Welcome every visitor warmly.
• Offer club tours to interested prospective members.
• Follow up on enquiries within 24 hours.
• Log every visitor interaction in the CRM.
• Consistently deliver an exceptional member experience.