Front Office Manager

About the Company

Working as a Pullman Heartist means living the brand philosophy through dedication, flexibility, and imagination. The hotel is part of the Accor family, which includes more than 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations worldwide. The organization values your contribution and offers room to grow, learn, and move forward in your career. Every interaction, smile, and action helps create a positive and lasting experience for guests, colleagues, and the planet. This reflects a commitment to responsible hospitality.

Join a workplace where individuality is welcomed and where you can build a career that matches your personality. The company encourages continuous learning and development so that work feels meaningful and supports your journey.

Role Overview

The Front Office Manager will oversee all front office activities and guide the team to deliver excellent guest service, smooth operations, and strong commercial results. This position requires a hands-on leader who can manage daily reception functions, maintain service quality, and coordinate effectively with other departments.

Key Responsibilities

• Direct and support the front office team, covering reception, concierge, and reservations functions.
• Create and put into practice initiatives that improve guest satisfaction and make operations more efficient.
• Supervise day-to-day front desk activities such as arrivals, departures, and guest assistance.
• Coach, encourage, and develop front office employees so they consistently deliver strong service.
• Address guest concerns and complaints quickly, courteously, and effectively.
• Work closely with other departments to provide a smooth and connected guest journey.
• Track front office KPIs and guest feedback scores, and take action to improve performance.
• Oversee the department budget and keep expenses under control.
• Ensure all procedures align with brand expectations and local legal requirements.
• Maintain efficient front office systems, processes, and operating standards.
• Apply revenue-focused strategies to improve occupancy and overall income.
• Handle VIP arrivals and special requests with careful attention to detail.

Requirements

• A bachelor’s degree in Hospitality Management or a closely related discipline.
• At least 5 years of experience in hotel front office operations, with a minimum of 2 years in a management position.
• Strong leadership ability with experience training, guiding, and mentoring team members.
• Excellent guest service orientation and a genuine focus on memorable hospitality.
• Solid financial understanding, including budgeting and revenue management.
• Comfort using property management systems and Microsoft Office tools.
• Good knowledge of front office workflows, revenue management concepts, and current industry standards.
• Strong analytical and decision-making abilities, including conflict resolution and problem solving.
• Well-developed organizational and time-management skills.
• Willingness to work flexible schedules, including nights, weekends, and holidays.
• English and Arabic language fluency is preferred; multilingual capability is an advantage.
• Ability to adapt to shifting priorities and perform effectively under pressure.
• Clear communication and interpersonal skills for dealing with guests, colleagues, and leadership.

Additional Information

The organization is committed to diversity and inclusion and aims to attract, recruit, and advance people from varied backgrounds. It is an inclusive employer that welcomes different perspectives and talents.

As part of the group, you can expect support for personal growth, learning, and career development, along with the opportunity to contribute to a hospitality vision centered on purpose and responsible service.

Brand Promise

Do what you love, care for the world, and be bold enough to challenge the status quo. The brand encourages an ambitious, limitless mindset.