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Overview/Basic Function :

The Front Desk Manager is responsible for the overall leadership and smooth operation of the Front Desk, ensuring a perfect arrival, in-stay, and departure experience that reflects Rosewood’s A Sense of Place® and Relationship Hospitality meets Rosewood Brand, Forbes and LQA standards. This role oversees all Front Desk (Agents, Supervisors, Night team), manages day-to-day operations, supports service recovery, and drives guest satisfaction, efficiency, and profitability. The Front Desk Manager collaborates closely with Guest Relations, Concierge, Airport Representatives, Bell/Transportation, Housekeeping, Engineering, and other departments to deliver an integrated and ultra-luxury guest journey at Rosewood AMAALA.

- Essential Duties 

•  Serve as a role model for grooming, communication, and professional behavior in line with Rosewood values. 
•  Lead, coach, and support Front Desk Supervisors, Agents, and Night team in their daily performance and conduct. 
• Prepare and manage departmental schedules, ensuring adequate coverage for peak periods, special events, and VIP arrivals while respecting productivity targets. 
• Conduct daily briefings with the Front Desk team, sharing key arrivals, VIPs, groups, operational updates, and service focus points. • Conduct on-the-job coaching, side-by-side observations, and feedback sessions to ensure service delivery meets Rosewood, Forbes, and LQA standards. 
• Actively participate in recruitment, selection, onboarding, and training of new Front Desk colleagues.
•  Act as a visible leader in the lobby, especially during peak arrival/departure times; support the team in handling queues and guest interactions. 
• Take ownership of complex or escalated guest issues and complaints, applying structured service recovery and ensuring timely follow-up and closure. 
• Conduct regular audits of Front Desk processes, documentation, and guest interactions (e.g., via GoAudit or internal checklists); implement corrective actions where necessary. 
• Ensure compliance with policies on data privacy, information security, and confidentiality of guest information. • Support and enforce all health, safety, security, and emergency procedures, including training the team on their roles during emergencies.
•  Maintain the Front Desk and lobby areas in a pristine, organized condition, aligned with Rosewood AMAALA’s design and Sense of Place through ambiance, greeting, cultural touches, and guest engagement with local art and destination storytelling. 
• Oversee correct and consistent use of PMS and related systems (e.g., Alliants Experience Platform, Unifocus/Knowcross, TrustYou CXP, keycard systems).
•  Ensure accuracy and completeness of guest profiles, preferences, and notes to support personalization and future stays. 
•  Identify skill gaps and training needs within the Front Desk team; coordinate and deliver training sessions on systems, standards, and soft skills.
•  Encourage and recognize “moments of magic” and best-practice examples to inspire the team and elevate service culture.

- RESPONSIBILITIES:

•    Checks the Pass On, the Daily Calling at the beginning of the duty.
•    Encorage a positive, respectful, and collaborative work environment aligned with Rosewood values and culture.
•    Review daily arrivals, departures, stayovers, and VIP lists; ensure all preparations (rooms, amenities, profiles, notes) are completed and communicated. 
•    Hands-over the shift properly. 
•    Addresses the guests by name, not Room Number • Greeting and welcoming every guest.
•   Checks all reservations and arrivals of the day, and review the next two-day arrivals with following what necessary 
•   Suggests, develops and implements realistic actions plans, aiming at improving or introducing services.
•   Work closely with Guest Relations, Concierge, Airport Representatives, Bell, Housekeeping, Engineering, ASAYA, and F&B to ensure a cohesive and seamless guest experience.
•   Understands night audit procedures and is able to comprehend and utilize reports as necessary 
•   Empowers team members to provide excellent customer service 
•   Ensure consistent delivery of Rosewood, Forbes, and LQA standards and sequences of service at the Front Desk and lobby area.
•   Support and coordinate in-room check-ins, special arrival experiences, and group check-ins as required. 
•  Oversee Front Desk cashiering, float management, and end-of-shift closing Procedure in line with Finance and internal control procedures. 
•  Coordinate with Housekeeping regarding room status, rush requests, out-of-order/out-of-service rooms, and special set-ups. 
•  Monitor rate loading, billing instructions, and posting accuracy to minimize errors, rebate, open folio, and routing 
•  Promote and coach the team on effective upselling of room categories, packages, and ancillary services (spa, F&B, experiences) while maintaining guest-centricity.
•  Review daily revenue reports, no-show and cancellation patterns, and support Night Audit in resolving discrepancies when needed. 
•  Cover Duty Manager When Needed
•  Cover Night Manager when Needed 
•  Prepares the key booklets and review registration forms online for the arrival of the guest. 
•  Team Implementing of Paperless Registration Card. • Handling SAG (Special Attention Guest) Report 
•  Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
•  Review in-stay and post-stay feedback on TrustYou CXP and other platforms, identifying trends and proposing corrective actions. 
•  Oversee all VIP and special attention arrivals and departures, ensuring that welcome rituals, amenities, and escorts are executed As Plan. 
•  Coordinate with Housekeeping regarding room status, last moment requests, out-of-order/out-of-service rooms, and special set-ups. 
•  Ensure that standards are maintained at a superior level on a daily basis.
•  Coordinate and monitor all guest requests and amenities with corresponding departments. 
•  Report any emergency to proper authorities. 
•  Ensure check in and check out inventories are properly handled. 
•  All other duties as required. 

-Confidentiality :

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.

- Health & Safety:

•   Be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work. This will include your awareness of any specific hazards at your work place. 
•  The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
•   Report any defects in the building, plant or equipment according to hotel procedure. 
•  Ensure that any accidents to Associates, guests or visitors are reported immediately in accordance with correct procedures. 
•   Attend six monthly Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
•  Be fully conversant with: o COSHH Regulations o Risk Assessments for your department o Hotel Fire & Bomb Procedure

- Other :

•  The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate. 
•  As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

 -QUALIFICATIONS: 

• Experience: Minimum 3 years hotel experience with two years management experience. Luxury or ultra-luxury experience is preferred.

-Education: Bachelor's degree in hospitality, hotel management, business or a relevant field of work, or an equivalent combination of education and/or work-related experience. 

-General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. 

-Technical Skills: Basic reservations management knowledge. Basic knowledge of budget figures and maintenance of those figures. Interviewing skills to assess potential new hires. Understanding of guest relations and ability to create a “team” atmosphere. Basic math aptitude. Ability to communicate effectively with guests and associates. Able to read and understand instructions, safety rules, etc. 

-Language: Required to speak, read and write English, with fluency in other languages preferred. 

-Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. -

Licenses & Certifications: None required.