Front Office Service Manager

Company Description Radisson Hotel Group is one of the world's largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos. People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter. Job Description We are Hiring Saudi Nationality for the Front Office Service Manager the position plays a crucial role in providing exceptional guest experiences by creating a welcoming and hospitable environment in the lobby area. The primary responsibilities include meeting guests in the lobby, making courtesy calls, and gathering guest reviews to enhance guest satisfaction. Meet and Greet: Welcome guests as they enter the lobby, providing a warm and friendly greeting. Assist guests with inquiries, directions, and any other assistance they may require and to give a memorable fond farewell to the guest during check-out. Courtesy Calls: Make courtesy calls to guests to ensure their stay is comfortable and to address any issues or requests they may have. Provide assistance in making reservations for dining, transportation, or other services. Guest Reviews: Gather feedback from guests regarding their stay and experience at the hotel. Record guest reviews and ratings to identify areas for improvement and ensure guest satisfaction. Customer Service: Provide exceptional customer service by anticipating and fulfilling guest needs promptly and professionally. Handle guest complaints or issues with tact and diplomacy, seeking resolutions to ensure guest satisfaction. Lobby Maintenance: Ensure the lobby area is clean, organized, and welcoming at all times. Monitor the lobby for any maintenance issues or safety concerns and report them to the appropriate department. Collaboration: Work closely with other hotel departments, such as front desk, concierge, food & drinks and housekeeping, to ensure seamless guest experiences and efficient operations. Acts as the hotel’s Radisson Rewards member and ensure that all Radisson Rewards standards are implemented Has the responsibility of the overall hotel’s quality standards and performance of the hotel’s quality results on Review Pro Be knowledge of local environment – supermarket, pharmacies, shopping malls and daily excursions Coordinate the activities of the bell boys, doorman / coffee man. Check the VIP arrival lists to welcome and greet guests. Room all suite guests personally and explain hotel facilities. Make sure all Special requests, VIPs, Honeymoon, special occasions for the day’s arrivals and inform HK & F&B and Check rooms prior to arrivals that all special request all done by our team. Upgrade rooms category for Radisson Rewards and booking.com guests based on availability. Anticipating the guest needs and demands, building good relationships with them To achieve guest review on booking.com, google account target 15 reviews per day Convert all OTA guests to RR members and encourage them to book directly with in future for best rate Assist in the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level, ensuring both property and company standards are attained and adhered to. Lead and collaborate with the team to maximize guest satisfaction and comfort, delivering a positive and responsive approach to enquiries and problem resolution. Ensure adherence to all legislation where due diligence requirements and best practice activities are planned, delivered and documented for internal and external audit, performing follow-up as required. Qualifications - Experience in a similar role in a hotel. - Confidence and the ability to approach people to initiate conversations and build relationships - Entrepreneurial spirit with drive, ambition and high level of energy - Time management and multi-tasking skills. - Experience in Fidelio or Opera PMS, hotSOS is highly preferred. - Flexibility to work varied shifts, including weekends and Public Holidays as per business demands. - Unlimited work rights in Australia Additional Information Why Join Radisson Hotel Group? Live the Magic of Hospitality - Be part of a team that creates exceptional experiences and memorable moments every day. Let your Yes I Can! spirit shine as you bring hospitality to life. Build a Great Career - No matter your background or experience, we invest in your growth, learning, and career development—helping you reach your full potential. Experience the Team Spirit - Join a workplace that’s inclusive, fun, and meaningful. We celebrate diversity, support one another and foster a sense of belonging through our Employee Resource Groups and inclusion initiat

Experience in a similar role in a hotel. Experience in Fidelio or Opera PMS, hotSOS is highly preferred. Flexibility to work varied shifts, including weekends and public holidays. Unlimited work rights in Australia.

Meet and greet guests in the lobby; assist guests with inquiries and directions; make courtesy calls to guests; gather and record guest reviews; provide exceptional customer service and resolve guest issues; monitor and maintain a welcoming lobby; collaborate with front desk, concierge, F&B and housekeeping; manage Radisson Rewards implementation and standards; monitor hotel quality standards and Review Pro performance; be knowledgeable of local environment and facilities; coordinate bell staff and doorman; check VIP arrivals and welcome guests; handle special requests for VIPs and special occasions; upgrade rooms for Radisson Rewards and Booking.com guests; anticipate guest needs and build relationships; drive guest review targets on Booking.com and Google; convert OTA guests to Radisson Rewards members; support smooth front office operations and ensure adherence to standards; lead and collaborate with team; ensure due diligence and audit readiness.