Front Desk Manager

OVERVIEW

At Rosewood Red Sea, the Front Desk Manager is responsible for leading the Front Desk operation and ensuring a seamless, personalized, and efficient guest experience from arrival to departure. This role oversees the Front Desk team, including supervisors, agents, and the night team, while ensuring that Rosewood brand standards, Forbes standards, and LQA standards are consistently delivered.

The Front Desk Manager plays a key role in room control, guest recognition, service recovery, cashiering, billing accuracy, and operational coordination across the resort. Working closely with Guest Relations, Concierge, Butler Services, Housekeeping, Engineering, Transportation, Spa, and Food & Beverage, this role ensures a refined and well-coordinated Front Office experience.

KEY RESPONSIBILITIES

· Lead the daily Front Desk operation to ensure smooth arrivals, in-stay service, and departures.

· Oversee Front Desk supervisors, agents, and night team performance to ensure service consistency and operational discipline.

· Maintain a visible presence during peak arrival and departure periods to support guest flow and service delivery.

· Review daily arrivals, departures, stayovers, VIPs, room assignments, guest preferences, and special requests.

· Ensure guest profiles, preferences, traces, and notes are accurately updated in the PMS to support personalization and future stays.

· Oversee check-in, check-out, in-room check-in, group check-in, and special arrival experiences when required.

· Handle escalated guest concerns and complaints, ensuring timely service recovery, follow-up, and closure.

· Coordinate with Guest Relations, Concierge, Butler Services, Housekeeping, Engineering, Transportation, Spa, and Food & Beverage to ensure a seamless guest journey.

· Ensure accurate handovers, pass-on logs, daily communication, and shift briefings are completed.

· Monitor Front Desk processes, documentation, registration, guest communication, and service standards through regular checks and audits.

· Oversee Front Desk cashiering, float management, billing accuracy, posting, routing, rebates, adjustments, and end-of-shift closing procedures.

· Monitor rate application, billing instructions, package inclusions, and folio accuracy to reduce errors and revenue leakage.

· Support room upselling, package promotion, and ancillary revenue opportunities while maintaining a guest-centric approach.

· Review no-shows, cancellations, open folios, routing issues, and billing discrepancies, supporting Night Audit and Finance where required.

· Prepare and manage Front Desk schedules in line with occupancy, business levels, arrivals, departures, and productivity targets.

· Conduct daily briefings, coaching, feedback sessions, and on-the-job training to improve service delivery.

· Participate in recruitment, onboarding, training, and development of Front Desk associates.

· Cover Duty Manager or Night Manager responsibilities when required.

QUALIFICATIONS & EXPERIENCE

· Minimum 3- 5 years of Front Office experience, with at least 2 years in a supervisory or management role.

· Previous experience in a luxury or ultra-luxury hotel or resort environment is preferred.

· Pre-opening experience is an advantage.

· Strong background in Front Desk operations, room control, guest recognition, service recovery, cashiering, and billing accuracy.

· Strong proficiency in Property Management Systems (PMS), with hands-on expertise in check-in, check-out, guest profiles, room inventory, billing, cashiering, traces, and Front Office controls.

· Knowledge of guest request platforms, workforce management systems, keycard systems, and guest feedback tools is preferred.

· Strong understanding of night audit, reservations, room allocation, and guest profile management.

· Ability to act as Duty Manager and support Night Manager responsibilities when required.

· Strong leadership, coaching, and team management skills.

· Excellent communication, guest engagement, and service recovery skills.

· Strong attention to detail, organization, and follow-up.

· Ability to remain calm, professional, and decisive under pressure.

· Fluency in English is required; additional languages are an advantage.