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    Front Office Manager

    Kempinski Ishtar

    Amman, Jordan

    Ref. JB1416362

    Job Description


    The incumbent in the position is responsible for leading and managing all sections of the Front Office Department in order to ensure the highest standards of service in accordance with the operating procedures and Kempinski Standards. He/she is also responsible for up selling rooms to maximize the room revenue.

    Duties & Responsibilities:

    • Leads the Front Office Department by developing and implementing departmental objectives in line with the hotel business objectives.
    • Directs front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs.
    • Develops implements and continually reviews the policies, procedures, practices and standards.
    • Selects, trains, develops, schedules and manages the performance of direct and indirect subordinates to ensure the efficient running of front office operations.
    • Coordinates front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure according to Kempinski Standards in a safe and secure environment.

    • Verifies that all information requested by the local police authorities are prepared accurately and being delivered in a timely manner.

    • Approves the training plan for all front office sections and follows up to ensure compliance and efficiency of training activities.

    • Prepares the annual budget and manning guide together with the EAM and manages the Front Office Department within budgetary guidelines.
    • Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff are able to answer guest requests and questions.
    • Accomplishes a set of administrative duties such as leading and attending meeting, writing reports and memos and other specific duties related to the job function.
    • Makes decision regarding overbooking the hotel with the EAM / DOSM.
    • Keep senior management informed of any risk of opportunity in relation to the
    • .Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling to Executive & Royal suites , increasing the late charge policy and maximize REVPAR.
    • Maintains high visibility during peak period in order to ensure smooth running of operations, promotes good public relations, takes corrective actions and handles customers’ complaints to ensure their satisfaction.
    • Greets VIP guests upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the length of their stay.
    pre-set performance figures and costumer reactions towards the hotel.
    • Adhere to company credit policies to insure all revenue expected will be received.
    • Monitor competitor performance both past and future to ensure correct selling strategies are applied.
    • To build and maintain relationship with Front Office in competitive hotels.
    • To coordinate with the Information Technology Manager concerning daily issues, configuration, reporting … etc. and to keep the computer and communication systems up to date.
    • To co-ordinate with the Director of Human Resources and the Training Manager on personnel and training issues.
    • Make planning for the F.O. staff annual leave and duty schedule.
    • To monitor the materials cost of the department.
    • Comply with the fire, safety and evacuation procedures as required by the Hotel Fire Policy.
    • Comply with hotel standards in relation to hygiene and personal presentation.
    • Comply with the hotel’s health, safety and hygiene policy.
    • Attend any training sessions or meetings as advised by the Manager.
    • Any other duties that may be requested by the Executive Asst. Manager.


    3 to 5 years experience in a front office senior management position, preferably in a five star international hotel


    • Building teamwork
    • Developing others
    • Motivating others
    • Planning/ Organization
    • Problem solving & Decision making

    • Adaptability/ Flexibility
    • Concern for quality
    • Influence
    • Initiative
    • Managing performance
    • Results oriented

    • Teamwork/ Cooperation
    • Cross cultural sensitivity
    • Interpersonal skills
    • Customer service orientation

    • Listening and Oral Skills
    • Written skills

    • Knowledge of Up Selling techniques
    • Knowledge of maximizing revenues

    • Friendly and caring.
    • Analytical thinking
    • Stress Management

    • Fluency in local language
    • Fluency in English
    • Knowledge of a third language preferable
    • Proficiency in Microsoft Office software: Word, Excel and PowerPoint
    • Proficiency of Opera


    Hospitality Management Bachelor Degree or equivalent in any related field such as Administration

    Job Details

    Job Location:
    Amman, Jordan
    Company Industry:
    Company Type:
    Employer (Private Sector)
    Job Role:
    Employment Type:
    Full Time Employee
    Monthly Salary Range:
    Number of Vacancies:
    Job Ref.:

    Preferred Candidate

    Career Level:
    Years of Experience:
    Min: 2
    Residence Location:
    Bachelor's degree / higher diploma