Position Summary
The Front-of-House Manager is responsible for leading the day-to-day front office operations while delivering exceptional member and guest experience. As the first point of contact for all visitors, the role combines hospitality, customer service, sales, administration and team leadership to ensure every interaction reflects the premium standard of Doha Golf Club.
The role plays a key part in the Club’s commercial transformation by driving membership growth, promoting club facilities, increasing visitor conversion, supporting events and ensuring the front office operates as a Member Experience & Sales Centre rather than a traditional reception.
Member & Guest Experience
- Deliver an outstanding first impressions for all members, guests and visitors.
- Ensure all visitors are greeted professionally and promptly.
- Manage all front desk operations, telephone enquiries and visitor reception.
- Resolve member and guest concerns efficiently and professionally.
- Maintain the highest standards of hospitality and presentation.
- Ensure service standards are consistently achieved.
Membership & Sales
- Promote all membership categories and guide prospective members through the sales journey.
- Conduct club tours for prospective members and corporate clients.
- Convert visitor enquiries into memberships whenever possible.
- Upsell club services including golf, academy programmes, restaurant offers, retail and events
- Support membership retention initiatives and referral programmes.
- Follow up all membership leads and enquiries.
Customer Relationship Management (CRM)
- Capture and maintain accurate member, visitor and prospect information.
- Maintain an up-to-date CRM database.
- Support marketing campaigns through quality date capture.
- Monitor enquiry conversation and follow-up.
Front Office Operations
- Lead and supervise the front office team.
- Prepare staff schedules and ensure adequate coverage.
- Maintain reception standards and procedures.
- Coordinate with Golf Operations, F & B, Events, Academy and Membership teams.
- Prepare operational reports.
Events and Commercial Supports
- Support club events, tournaments and activations.
- Promote restaurant offers, academy programmes and seasonal campaigns.
- Assist with corporate hospitality initiatives.
- Increase overall club utilization.
Leadership
- Train, coach and develop the Front Office team.
- Create a customer-first culture.
- Monitor performance and drive continuous improvement.
Key Performance Indicators (KPIs)
- Membership enquiries and conversion rate.
- Customer satisfaction and complaint resolution.
- CRM database growth and accuracy.
- Event participation generated through Front Office.
- Restaurant and retail referrals.
- Telephone response time and visitor greeting compliance.
Qualifications & Experience
- Bachelor’s degree or Diploma in Hospitality, Business Administration, Tourism or related field (preferred).
- 3-5 years’ experience in hospitality, luxury hotels, golf clubs or premium customer service.
- Previous supervisory or management experience preferred.
- Experience in membership sales or CRM is highly desirable.
Skills and Competencies
- Exceptional customer service and hospitality.
- Strong sales, negotiation and upselling skills.
- Leadership and team management.
- Excellent communication and interpersonal skills.
- Professional presentation.
- Strong administrative and reporting skills.
- Proficiency in Microsoft Office and CRM systems.
Language Requirements
- Fluent English (mandatory).
- Arabic preferred.
- Additional languages are an advantage.
Service Standards
- Answer calls promptly and professionally.
- Greet every visitor warmly.
- Offer club tours to prospective members.
- Follow up enquiries within 24 hours.
- Record every visitor interaction in the CRM.
- Deliver an exceptional member experience.
