Front Office Manager MANTIS

Role Overview

As Front Office Manager (Saudi National), you will be the heart of the guest journey at Gamra Mountain Resort, leading all front-of-house operations and shaping exceptional arrival, stay, and departure experiences.

You will play a pivotal role in building a warm, intuitive, and highly personalised service culture that reflects the spirit of Mantis where hospitality is thoughtful, connected, and deeply human.

Working closely with the General Manager and leadership team, you will oversee front office operations in a remote mountain resort environment, ensuring operational excellence, strong team engagement, and seamless guest experiences.

Key Responsibilities

Front Office Leadership

• Lead all Front Office operations including reception, guest services, concierge, and porter teams
• Ensure smooth arrival, in-stay, and departure experiences for all guests
• Champion a culture of intuitive, personalised, and attentive service
• Maintain strong communication with Housekeeping, F&B, and other resort departments

Guest Experience Excellence

• Create memorable guest journeys rooted in the unique mountain destination experience
• Handle guest feedback, concerns, and special requests with professionalism and care
• Anticipate guest needs and proactively enhance satisfaction and loyalty
• Ensure VIP arrivals and special occasions are delivered to a high standard

Team Management & Development

• Recruit, train, and lead the Front Office team in line with Mantis service standards
• Develop a strong, engaged, and service-driven team culture
• Conduct coaching, performance reviews, and ongoing skills development
• Foster a collaborative and supportive working environment

Operational Excellence

• Oversee daily Front Office operations, including room allocations, check-ins, and check-outs
• Ensure accurate use of PMS systems and guest data management
• Monitor occupancy, room status, and revenue-related front office processes
• Maintain strong control of cash handling, billing accuracy, and audit compliance

Pre-Opening & Systems Setup (if applicable)

• Support pre-opening planning including SOP development and systems implementation
• Assist in recruitment and onboarding of Front Office team members
• Help shape guest journey standards and service rituals for the resort opening
• Collaborate with leadership on readiness planning and operational launch

What We re Looking For

• 5+ years experience in Front Office / Rooms Division roles, ideally in resorts or luxury hospitality
• Pre-opening experience strongly preferred
• Strong leadership skills with the ability to inspire and develop teams
• Deep understanding of guest journey design and service excellence
• Strong knowledge of PMS systems and front office operations
• Calm, solution-oriented, and highly organised under pressure
• Excellent communication skills and cultural awareness
• Passion for hospitality, nature-led destinations, and meaningful guest experiences