Front Office Manager

About the role

As a Front Office Manager at Pullman, you will lead the front desk, concierge and reservations teams to deliver exceptional guest experiences while ensuring operational efficiency and brand compliance.

Key responsibilities

• Lead and manage the front office team, including reception, concierge and reservations staff.
• Oversee daily front desk operations such as check‑ins, check‑outs and guest inquiries.
• Develop and implement strategies to boost guest satisfaction and operational efficiency.
• Train, motivate and mentor staff to provide high‑quality customer service.
• Handle guest complaints, resolve issues promptly and professionally.
• Coordinate with other departments to ensure seamless guest experiences.
• Monitor performance metrics, guest satisfaction scores and optimise processes.
• Manage department budgets, control expenses and ensure compliance with brand standards and local regulations.
• Execute revenue‑management initiatives to maximise occupancy and revenue.
• Attend to VIP guests and special requests with meticulous attention to detail.

Required profile

• Bachelor’s degree in Hospitality Management or a related field.
• Minimum 5 years of hotel front office experience, including at least 2 years in a managerial role.
• Proven leadership, problem‑solving and decision‑making abilities.
• Strong financial acumen and experience in budgeting and revenue management.
• Ability to work flexible hours, including nights, weekends and holidays.
• Fluency in English; Arabic is a plus.

Required skills

• Proficiency with Property Management Systems (PMS).
• Advanced knowledge of Microsoft Office Suite.