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OVERVIEW/BASIC FUNCTION:

The Assistant Director of Front Office Services for Rosewood Amaala, located along Saudi Arabia’s pristine west coast, supports the Director of Front Office Services in overseeing all front office operations, including guest services, reservations, concierge, reception, and guest relations. This role is instrumental in delivering personalized, ultra-luxury guest experiences that align with Rosewood’s standards and Amaala’s vision of holistic wellness, sustainability, and regenerative tourism. The Assistant Director will assist in leading a diverse front office team, ensuring seamless operations, exceptional guest satisfaction, and compliance with brand and local standards in a serene, wellness-focused destination.

RESPONSIBILITIES

• Support the Director in maintaining Rosewood’s ultra-luxury service standards, contributing to achieving a minimum of 95% guest satisfaction scores in internal and external audits, including guest feedback surveys and mystery shopper evaluations.
• Assist in leading and motivating the front office team, fostering a collaborative, service-oriented culture that delivers exceptional, personalized guest experiences.
• Oversee daily front office operations, including check-in/check-out processes, concierge services, reservations, and guest relations, ensuring efficiency and high service standards.
• Help manage labor costs in alignment with business needs, seasonal trends, and occupancy forecasts, maintaining optimal staffing levels while supporting service quality.
• Assist in developing and monitoring the front office budget, controlling variable costs such as supplies and technology to ensure profitability and efficiency.
• Implement eco-conscious practices, such as digital check-in systems and sustainable resource management, in alignment with Amaala’s commitment to environmental stewardship.
• Collaborate with other departments to deliver personalized, wellness-focused guest experiences, such as curated wellness itineraries or culturally immersive activities, reflecting Amaala’s unique vision.
• Ensure compliance with Rosewood brand standards, local regulations, and health and safety protocols, maintaining a safe and welcoming environment for guests and staff.
• Utilize front office systems and technologies, such as property management systems (PMS) and customer relationship management (CRM) tools, to enhance guest interactions and streamline operations.
• Support cross-departmental initiatives by working with sales, marketing, and wellness teams to ensure a cohesive guest journey from pre-arrival to post-departure.

QUALIFICATIONS

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field; advanced certifications in hospitality management.
• Minimum of 7-10 years of progressive experience in front office or guest services management, with at least 4 years in a senior leadership role within a luxury hotel, resort, or wellness-focused property.
• Proven ability to lead and motivate diverse teams, with exceptional interpersonal and communication skills to foster collaboration, resolve conflicts, and inspire a service-oriented culture.
• Deep understanding of global hospitality trends, luxury guest expectations, and wellness-oriented service practices, with a passion for crafting memorable, personalized guest experiences.
• Demonstrated experience implementing eco-conscious operational practices, such as paperless processes or energy-efficient systems, preferably in luxury or environmentally sensitive destinations.
• Strong proficiency in budgeting, forecasting, resource allocation, and cost control, with a focus on balancing profitability with exceptional guest service.
• Expertise in front office systems (e.g., Opera PMS, Salesforce), data analytics, and emerging hospitality technologies to streamline operations and enhance guest interactions.
• Ability to navigate and embrace cultural nuances, ensuring authentic and respectful interactions that reflect the heritage and hospitality of the region.
• Fluency in English is required; proficiency in Arabic or additional languages