Front Desk Manager

About the role

The Front Desk Manager leads the Front Desk team at Rosewood AMAALA, ensuring every guest enjoys a seamless arrival, stay, and departure that reflects the brand’s ultra‑luxury standards. This role combines operational oversight, guest‑service recovery, and collaboration with multiple hotel departments.

Key responsibilities

• Lead, coach and schedule Front Desk Agents, Supervisors and Night team to meet productivity and service standards.
• Conduct daily briefings, on‑the‑job coaching, and side‑by‑side observations to maintain Forbes and LQA quality.
• Handle complex guest issues, apply structured service recovery, and ensure timely follow‑up.
• Audit Front Desk processes, documentation and guest interactions, implementing corrective actions as needed.
• Maintain compliance with data‑privacy, health, safety and security policies.
• Oversee accurate use of PMS and related systems, ensuring complete guest profiles and preferences.
• Identify skill gaps, coordinate training sessions and promote moments of magic among staff.

Required profile

• Proven leadership experience in a luxury hotel front office environment.
• Strong communication, grooming and professional demeanor aligned with Rosewood values.
• Ability to manage peak periods, VIP arrivals and special events.
• Excellent problem‑solving skills with a focus on guest satisfaction.
• Commitment to health, safety and emergency procedures.

Required skills

• Proficiency with property management systems (PMS) and related platforms.
• Experience using Alliants Experience Platform.
• Familiarity with Unifocus/Knowcross systems.
• Knowledge of TrustYou CXP and keycard systems.
• Use of GoAudit or similar audit tools.