About the Role
We are seeking an experienced and service-oriented Front Office Manager to lead the front-of-house operations for one of our luxury hotels in the heart of Downtown Dubai. This role is pivotal in delivering seamless guest experiences, driving operational excellence, and leading a high-performing team within a dynamic 5-star environment.
The ideal candidate will possess strong leadership capabilities, deep expertise in PMS systems, and a passion for creating memorable first and last impressions for discerning guests.
Key Responsibilities
- Operational Leadership: Oversee daily front office operations including reception, concierge, bell desk, and switchboard to ensure alignment with brand standards and service protocols.
- Guest Experience Excellence: Proactively manage guest interactions, resolve complex issues, and implement initiatives that enhance satisfaction scores (GSS/NPS).
- Team Development: Recruit, train, mentor, and evaluate front office staff; foster a culture of accountability, professionalism, and continuous improvement.
- Revenue & Upselling: Drive revenue through effective upselling strategies, room classification management, and collaboration with Sales & Marketing teams.
- System Proficiency: Ensure accurate utilization of Property Management Systems (PMS), key card systems, and other hospitality software; oversee night audit processes if applicable.
- Cross-Functional Collaboration: Work closely with Housekeeping, Maintenance, and Food & Beverage departments to ensure smooth handovers and exceptional guest journeys.
- Compliance & Safety: Maintain strict adherence to health, safety, security, and data privacy regulations within the lobby and public areas.
Candidate Profile
- Experience: Minimum 5–7 years of progressive experience in Front Office roles within luxury or 5-star hotel environments, with at least 2 years in a supervisory or managerial capacity.
- Education: Bachelor’s degree in Hospitality Management, Business Administration, or related field.
- Technical Skills: Proficiency in industry-standard PMS platforms (e.g., Opera Cloud, Mews, Cloudbeds); strong knowledge of check-in/out procedures, reservations, and billing.
- Language Skills: Excellent command of English (written and spoken); additional languages (Arabic, Russian, Chinese) are a strong advantage.
- Soft Skills: Strong leadership presence, emotional intelligence, problem-solving abilities, and a polished professional demeanor suitable for a high-profile location.
- Availability: Immediate availability preferred.
Why Join Us?
- Opportunity to work with a globally recognized luxury hospitality group.
- Competitive salary package with comprehensive benefits.
- Career development opportunities within a growing portfolio of iconic destinations.
- Vibrant workplace culture focused on innovation, diversity, and guest-centricity.
