Front Office Manager II

About the role

The Front Office Manager II leads all front office operations for a busy hotel in Amman, overseeing guest arrival and departure, bell service, switchboard, and retail areas. The role combines team leadership with a focus on guest satisfaction and financial performance.

Key responsibilities

• Direct and supervise the Bell Staff, Switchboard, Guest Services/Front Desk, and Retail/Gift Shop teams.
• Ensure smooth guest check‑in and check‑out processes and handle guest inquiries and complaints.
• Develop and monitor performance, budget, and staffing plans to meet departmental goals.
• Maintain high standards of service quality, cleanliness, and safety across all front office areas.
• Collaborate with the Rooms department to align operations with overall property financial objectives.
• Control controllable expenses and drive revenue through upselling and retail sales.

Required profile

• High school diploma or GED with at least 4 years of guest‑services or front‑desk experience, or an associate degree in Hospitality/Hotel Management with 2 years of relevant experience.
• Proven ability to lead, motivate and develop a diverse team.
• Strong communication, problem‑solving and decision‑making skills.
• Integrity, honesty and a customer‑focused mindset.

Required skills

• Bell staff coordination
• Switchboard operation
• Guest services management
• Retail/gift‑shop oversight