Front Office Manager I

Role overview

This position supports the Front Office Manager in running the front office on a day-to-day basis and supervising the team. The front office area covers bell staff/doormen, switchboard, and guest services/front desk. The role works closely with management and colleagues to ensure smooth check-in and check-out operations, strong guest and employee satisfaction, and solid financial results for the department.

Job details

Job number: 26082289

Job category: Rooms & Guest Services Operations

Location: Building No. 153 Street No. 347, Lusail, Qatar

Schedule: Full time

Remote: No

Position type: Management

Education and experience

Applicants should have either a high school diploma or GED with at least 2 years of experience in guest services, front office, or a related professional area. Alternatively, candidates with a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major may apply without prior work experience.

What you will do

• Oversee daily front office activity so service quality, standards, and guest expectations are consistently met.
• Set clear priorities and work plans to organize tasks and complete them efficiently.
• Handle guest complaints, resolve disagreements, and manage conflict or negotiations where needed.
• Monitor staffing levels so guest service, operational needs, and financial targets are all supported.
• Maintain ongoing communication with staff to reinforce business goals, clarify expectations, recognize performance, and drive results.
• Understand how front office operations affect overall hotel financial objectives and work toward meeting or exceeding those goals.
• Use strong interpersonal and communication skills to guide and motivate others while demonstrating sound business judgment and personal integrity.
• Build trust, respect, and cooperation across the team and lead by example.
• Supervise and manage employees, including covering duties when team members are absent.
• Maintain open, collaborative working relationships with staff and ensure the same across the team.
• Take charge of all front office areas when the Front Office Manager or Assistant Front Office Manager is unavailable.
• Deliver service that goes beyond expectations to improve guest satisfaction and retention.
• Coach team members, provide feedback, and help improve service quality through guidance and support.
• Respond to guest concerns and complaints professionally and promptly.
• Lead by example in guest relations and encourage exceptional customer service from the team.
• Observe service behaviors and share feedback with individual employees.
• Gather guest input on product quality, service levels, and overall satisfaction.
• Make sure staff understand the standards and factors that shape great customer service.
• Emphasize guest satisfaction in meetings and focus on continuous improvement.
• Implement customer recognition and service programs and ensure the process is communicated effectively.
• Train staff on credit policies and procedures to reduce bad debt and rebates.
• Oversee same-day sales procedures to maximize room revenue and control occupancy.
• Run front desk shift operations while ensuring compliance with all policies, standards, and procedures.
• Apply hotel policies fairly and consistently, complete disciplinary documentation according to SOP and LSOP, and support the colleague review process.
• Support team development through coaching, mentoring, and knowledge-building.
• Use an open-door approach, review employee satisfaction feedback, and address concerns raised by staff.
• Escalate employee satisfaction issues to the department manager and Human Resources when needed.
• Help interview and hire team members with the right skill set as needed.
• Support onboarding and new hire training so employees can perform successfully in their roles.
• Participate in progressive disciplinary procedures when required.
• Share information clearly with supervisors, peers, and direct reports by phone, in writing, by email, or in person.
• Analyze information and results to choose the best solution to problems.
• Provide timely updates to executives, colleagues, and subordinates.
• Perform all front desk duties whenever necessary.
• Cover front desk shifts whenever required.
• Conduct department meetings and communicate front office goals clearly and consistently to drive performance.

Equal opportunity

The employer is committed to equal opportunity and welcomes applicants from all backgrounds. Employment decisions are made without discrimination based on protected characteristics, including disability, veteran status, or any other status protected by applicable law.

About the brand

The brand draws inspiration from the era of glamorous travel and combines classic European flair with a love of culture and meaningful experiences. Guests are curious, creative, and cosmopolitan, and they look for connection, local flavor, and memorable service. Team members who enjoy working with like-minded guests and creating unexpected experiences are encouraged to join.

Additional notes

This is a management-level front office role within a hotel environment in Lusail, Qatar. The role is on-site and follows a full-time schedule.