Front Office Manager (172939)

Shangri-La Barr Al Jissah Muscat, Sultanate of Oman

Nestled in between the dramatic backdrop of rugged mountains and the pristine waters of the Sea of Oman, Shangri-La’s Barr Al Jissah Resort and Spa is set on 124 acres of stunning scenery and home to three spectacular hotels: the family orientated Al Waha comprises 262 rooms, the diverse Al Bandar comprises 198 deluxe rooms and the luxurious and most exclusive Al Husn has 180 elegantly appointed guestrooms and suites. The resort also features 22 Food and Beverage outlets, 1,056 sqm ballroom with 8 breakout rooms, wide variety of recreational facilities, and a spa with 12 treatment villas.

Job Purpose:
To oversee and manage the day-to-day operations of the Front Office, ensuring exceptional guest service, operational efficiency, and a welcoming environment. The Front Office Manager leads and develops the front office team to deliver memorable guest experiences while maintaining cost control, compliance, and brand standards.

As Front Office Manager we expect you to:
Supervise all front office functions including reception, concierge, guest services, and night audit.
Ensure seamless check-in/check-out procedures and consistently high levels of service.
Monitor daily occupancy, room availability, and VIP arrivals to optimize room allocation and guest satisfaction.
Liaise closely with Housekeeping, Reservations, and other departments to ensure smooth operations.
Recruit, train, mentor, and evaluate front office staff performance.
Foster a positive and guest-focused team culture through leadership, coaching, and recognition.
Conduct regular departmental briefings, training sessions, and appraisals to maintain service excellence.
Maintain a visible presence in the lobby, welcoming VIPs and engaging with guests to enhance satisfaction.
Address guest concerns or complaints promptly and professionally, ensuring effective resolution.
Ensure team members are well-informed and empowered to deliver personalized service.
Monitor department budgets, payroll, and operational costs to ensure financial efficiency.
Analyze revenue reports, upselling performance, and cost control measures to improve profitability.
Manage front office supplies, systems, and inventories efficiently.
Identify opportunities for service improvement and innovation in guest experience.
Lead initiatives to enhance loyalty program enrollment and guest retention.
Assist in developing front office SOPs and policies in line with brand standards and guest expectations.
Ensure full compliance with hotel policies, local laws, safety regulations, and data protection requirements.
Maintain cleanliness, security, and presentation of the front desk and lobby area.
Ensure all team members adhere to grooming standards and service protocols.

Qualifications:
Minimum 5 years of experience in a front office leadership role within the hotel industry.
Strong knowledge of front office operations, guest service standards, and hotel systems (e.g., PMS, POS).
Excellent leadership, communication, and problem-solving skills.
Proficiency in Microsoft Office and hotel property management systems (e.g., Opera, Fidelio).
Fluency in English; additional languages are a plus.