Front Office Manager

Novotel Madinah is a modern 4-star hotel located in the heart of the holy city of Madinah, offering a comfortable and convenient stay for both pilgrims and leisure travelers.

Strategically positioned just 120 meters (about a 2–5 minutes walk) from Al-Masjid an-Nabawi, the hotel provides easy access to one of Islam’s most significant landmarks, making it an ideal base for Umrah visitors and religious travelers.

Overall, Novotel Madinah combines modern comfort, strategic location, and family-friendly facilities, making it a popular choice for visitors seeking a peaceful and well-connected stay in Madinah.

We are seeking an experienced and dynamic Front Office Manager to lead our front office operations in Madinah, Saudi Arabia. In this pivotal role, you will oversee the day-to-day operations of the Front Office, Telephone Services, and Night Audit functions while maintaining exceptional brand service standards, maximizing profitability, and ensuring that guest and team member needs are consistently met or exceeded. As a visionary leader, you will drive operational excellence, foster a collaborative team environment, and champion a customer-focused culture that sets our property apart as a market leader.

• Lead and manage the Front Office team to achieve operational excellence and maintain our reputation as a market leader in the region
• Conduct regular Front Office meetings, fostering open communication while maintaining confidentiality and transparency in all discussions
• Oversee guest arrivals and departures with meticulous attention to detail, ensuring room allocations and check-in/check-out processes follow established procedures and exceed guest expectations
• Maximize utilization of the Front Office system, ensuring accuracy in all transactions and generating comprehensive reports to support informed decision-making
• Supervise lobby services, including car parking and porter services, to ensure efficient and seamless guest experiences during arrivals and departures
• Maintain regular liaison with Engineering and Maintenance teams to prioritize and expedite maintenance requests, keeping guest satisfaction as the primary focus
• Manage the night audit function in collaboration with the Financial Controller, ensuring accuracy and integrity while maintaining a customer-centric approach
• Prepare detailed Front Office monthly reports, analyzing key performance metrics, identifying trends, and providing actionable forecasts
• Ensure public areas are consistently clean, well-maintained, and professionally presented through regular monitoring and quality assurance
• Provide visible management support and presence on the Front Desk and in the lobby during peak operational hours
• Collaborate daily with the Reservations team to optimize room allocation, maximize revenue yield, and enhance booking accuracy
• Adhere to Emergency Communication procedures and serve as the primary point of contact for media inquiries when designated
• Recruit, train, develop, and mentor front office staff, fostering a supportive and inclusive work environment that encourages professional growth
• Manage budgets and financial performance metrics for the Front Office department, demonstrating strong commercial acumen
• Address guest concerns and complaints with empathy and decisiveness, implementing solutions that reinforce guest loyalty

• Bachelor's degree in Hotel Management, Hospitality Administration, or a related field
• Minimum 3-5 years of progressive experience in Front Office management or a similar leadership role within the hospitality industry
• Proven expertise with Front Office Property Management Systems (PMS), with proficiency in Opera Cloud or similar platforms highly desirable
• Strong commercial and business acumen with demonstrated ability to analyze financial data and optimize operational budgets
• Exceptional interpersonal and communication skills, with fluency in English (both written and verbal); additional language skills are a plus
• Demonstrated leadership capabilities with experience in recruiting, training, and developing high-performing teams
• Advanced problem-solving skills with the ability to make decisive decisions in fast-paced environments
• Comprehensive knowledge of hospitality industry standards, best practices, and guest service protocols
• Strong organizational and time management skills with meticulous attention to detail
• Guest relations expertise with a proven track record of delivering exceptional customer service and resolving complaints effectively
• Proficiency in Microsoft Office Suite and hotel management software applications
• Flexibility and adaptability to work varied shifts, including evenings, weekends, and holidays as required by operational needs
• Ability to work collaboratively with cross-functional departments and maintain transparent communication with all stakeholders

At Novotel Madinah, part of the global Accor family, we believe our people are at the heart of everything we do. As a Heartist, you will be part of a dynamic team committed to delivering exceptional hospitality experiences in one of the world’s most meaningful destinations.

What We Offer
•    Career Growth & Development
•    Global Opportunities 
•    Competitive Benefits 
•    Recognition Culture 
•    Work-Life Balance 

Our Culture
•    Heartist Spirit 
•    Teamwork & Respect 
•    Guest Passion 
•    Diversity & Inclusion 
•    Excellence in Hospitality