553 Front Office Manager jobs in the United Arab Emirates

Overview

Be part of an iconic hospitality landmark

Ciel Dubai Marina, part of IHG Hotels & Resorts’ prestigious Vignette Collection, is set to redefine luxury as the world’s tallest hotel. The First Group’s flagship development featuring 1,004 elegantly designed guestrooms, 8 stunning dining destinations, 3 outdoor swimming pools, breathtaking floor-to-ceiling panoramic views, and an array of world-class amenities, Ciel offers an unparalleled hospitality experience.

Designed by the award-winning architectural firm, NORR Group, Ciel has already garnered prestigious industry accolades, including the 2019 International Property Awards for Best International Hotel Architecture and Best Hotel Architecture Arabia . This international recognition establishes Ciel as a landmark development and a symbol of innovation in the hospitality industry.

Join our dynamic team committed to delivering exceptional hospitality experiences and unlock endless opportunities for professional growth with Ciel Dubai Marina, Vignette Collection.

About The First Group Hospitality

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

Job Description

As Front Office Manager , you will be the face of Ciel Dubai’s guest arrival and departure experience. You’ll lead a dynamic front office team to deliver smooth, engaging, and personalized service while ensuring operational excellence, guest satisfaction, and team development in line with our luxury brand standards.

Key Responsibilities

• Manage all aspects of the Front Office operations including Reception, Guest Relations, Bell Desk, and Night Audit.

• Lead and inspire the front office team to deliver exceptional, personalized guest service that reflects the Ciel brand.

• Ensure smooth and efficient check-in/check-out procedures with a focus on luxury service and attention to detail.

• Maintain a strong presence in the lobby, engaging with guests and resolving concerns proactively and professionally.

• Collaborate with other departments (Housekeeping, Engineering, F&B) to ensure seamless guest experiences.

• Oversee daily shift briefings, staff scheduling, and performance management.

• Monitor guest feedback, online reviews, and service scores, implementing improvement plans where necessary.

• Train, mentor, and develop team members to maintain a high level of professionalism and service consistency.

• Ensure full compliance with all hotel policies, SOPs, safety, and local regulations.

• Support the pre-opening phase, including team recruitment, training, system setup (e.g., PMS), and process design.

Desired Skill & Expertise

• Minimum 4 years of experience in front office leadership, preferably in a 5-star or luxury hotel environment.

• Pre-opening experience is a strong advantage.

• Proficient in Opera Cloud or equivalent PMS.

• Excellent leadership, communication, and guest engagement skills.

• Ability to multitask and manage high-pressure situations with grace and professionalism.

• Passion for hospitality and a genuine commitment to exceeding guest expectations.

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**Additional Information**
**Job Number** 25137363
**Job Category** Rooms & Guest Services Operations
**Location** The Dubai EDITION, Dubai Fountain Street, Downtown Dubai, Dubai, United Arab Emirates, United Arab Emirates, 11788VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
**CANDIDATE PROFILE**
**Education and Experience**
- High school diploma or GED; 4 years experience in the guest services, front desk, or related professional area.
OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.
**CORE WORK ACTIVITIES**
**Leading Guest Services Team**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Ensures recognition of employees is taking place across areas of responsibility.
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
- Celebrates successes and publicly recognizes the contributions of team members.
**Maintaining Guest Services and Front Desk Goals**
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
- Manages department controllable expenses to achieve or exceed budgeted goals.
**Managing Projects and Policies**
- Ensures compliance with all Front Office policies, standards and procedures.
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.
- Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
- Strives to improve service performance.
- Empowers employees to provide excellent customer service.
- Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Responds to and handles guest problems and complaints.
- Observes service behaviors of employees and provides feedback to individuals and/or managers.
**Managing and Conducting Human Resource Activities**
- Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Establishes challenging, realistic and obtainable goals to guide operation and performance.
- Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
- Ensures employees are treated fairly and equitably.
- Manages employee progressive discipline procedures for Front Office Staff.
- Administers the performance appraisal process for direct report managers.
- Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
**Additional Responsibilities**
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act - polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations - breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.
But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.
We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. **Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

Trains, cross-trains, and retrains all front office personnel.

Participates in the selection of front office personnel.

Schedules the front office staff.

Supervises workload during shifts.

Evaluates the job performance if each front office employee.

Maintains working relationships and communicates with all departments.

Verifies that accurate room status information is maintained and properly communicated.

Resolves guest problems quickly, efficiently, and courteously.

Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.

Reviews and completes credit limit report.

Works within the allocated budget for the front office.

Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.

Checks cashiers in and out and verifies banks and deposits at the end of each shift.

Enforces all cash-handling, check-cashing, and credit policies.

Conducts regularly scheduled meetings of front office personnel.

Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.

Upholds the hotel's commitment to hospitality.

Prepare performance reports related to front office.

Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. I.e. flash report, allowance etc.

Monitor high balance guest and take appropriate action.

Ensure implementation of all hotel policies and house rules.

Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.

Prepare revenue and occupancy forecasting.

Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.

Monitor all V.I.P 's special guests and requests.

Maintain required pars of all front office and stationary supplies.

Review daily front office work and activity reports generated by Night Audit.

Review Front office log book and Guest feedback forms on a daily basis.

Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

Perform other duties as requested by management.

PREREQUISITES:

EDUCATION:

Minimum two-year college degree. Must be able to read, speak, write, and understand the primary language used in the workplace.

EXPERIENCE:

Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks.

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We are seeking a highly skilled and customer-focused leader to join our team as a Front Office Manager. The successful candidate will play a crucial role in overseeing the day-to-day operations of our hotel, ensuring exceptional guest experiences, and maintaining our reputation for excellence in the hospitality industry.

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JOB SUMMARY

A seasoned Front Office professional with 35 years of progressive experience in upscale hospitality tasked with managing daily front desk functions ensuring consistent adherence to brand quality and enhancing guest satisfaction. Strong leadership effective team coordination and a proactive mindset toward service improvement are essential. Fluency in Arabic is a plus.

CANDIDATE PROFILE

Experience and Qualification

Minimum 35 years of progressive experience in front office operations preferably in a luxury or upscale hospitality environment.

Proven ability to lead and manage daily front office operations ensuring alignment with brand standards and guest expectations.

Strong background in budget management performance tracking and achieving departmental goals.

Skilled in staff supervision including scheduling coaching and performance management to ensure optimal service delivery.

Demonstrated success in guest satisfaction strategies with a proactive approach to handling feedback complaints and service recovery.

Excellent organizational and planning skills with the ability to prioritize tasks and develop actionable goals.

Well-versed in brand standards with a commitment to maintaining a high level of service consistency across all front office touchpoints.

Strong interpersonal and communication skills capable of motivating teams conducting effective meetings and driving results.

Ability to act as a service champion fostering a positive and guest-centric atmosphere throughout the front office.

Experience in analyzing guest feedback identifying areas for improvement and implementing service enhancements.

Arabic speaking is an advantage enhancing communication with a diverse guest demographic and supporting regional service excellence.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

Manages day-to-day operations ensuring the quality standards and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize organize and accomplish your work.

Handles complaints settling disputes and resolving grievances and conflicts or otherwise negotiating with others.

Supervises staffing levels to ensure that guest service operational needs and financial objectives are met.

Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations recognizes performance and produces desired results.

Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and building mutual trust respect and cooperation among team members.

Serving as a role model to demonstrate appropriate behaviors.

Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees absence.

Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the team.

Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs providing guidance feedback and individual coaching when needed.

Responds to and handles guest problems and complaints.

Sets a positive example for guest relations.

Empowers employees to provide excellent customer service.

Observes service behaviors of employees and provides feedback to individuals.

Interacts with customers to obtain feedback on quality of product service levels and overall satisfaction.

Ensures employees understand customer service expectations and parameters.

Interacts with guests to obtain feedback on product quality and service levels.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

Implements the customer recognition/service program communicating and ensuring the process.

Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Supervises same day selling procedures to maximize room revenue and control property occupancy.

Supervises daily Front Desk shift operations and ensures compliance with all policies standards and procedures.

Ensures property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Supporting Human Resource Activities

Supports the developmental needs of others and coaching mentoring or otherwise helping others to improve their knowledge or skills.

Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

Participates in employee progressive discipline procedures.

Additional Responsibilities

Provides information to supervisors co-workers and subordinates by telephone in written form e-mail or in person.

Analyzes information and evaluating results to choose the best solution and solve problems.

Informs and/or updates the executives the peers and the subordinates on relevant information in a timely manner.

Performs all duties at the Front Desk as necessary.

Runs Front Desk shifts whenever necessary.

Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience:

IC

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Overview

Be part of an iconic hospitality landmark

Ciel Dubai Marina, part of IHG Hotels & Resorts' prestigious Vignette Collection, is set to redefine luxury as the world's tallest hotel. The First Group's flagship development featuring 1,004 elegantly designed guestrooms, 8 stunning dining destinations, 3 outdoor swimming pools, breathtaking floor-to-ceiling panoramic views, and an array of world-class amenities, Ciel offers an unparalleled hospitality experience.

Designed by the award-winning architectural firm, NORR Group, Ciel has already garnered prestigious industry accolades, including the 2019 International Property Awards for Best International Hotel Architecture and Best Hotel Architecture Arabia . This international recognition establishes Ciel as a landmark development and a symbol of innovation in the hospitality industry.

Join our dynamic team committed to delivering exceptional hospitality experiences and unlock endless opportunities for professional growth with Ciel Dubai Marina, Vignette Collection.

About The First Group Hospitality

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

Job Description

As Front Office Manager, you will be the face of Ciel Dubai's guest arrival and departure experience. You'll lead a dynamic front office team to deliver smooth, engaging, and personalized service while ensuring operational excellence, guest satisfaction, and team development in line with our luxury brand standards.

Key Responsibilities

• Manage all aspects of the Front Office operations including Reception, Guest Relations, Bell Desk, and Night Audit.

• Lead and inspire the front office team to deliver exceptional, personalized guest service that reflects the Ciel brand.

• Ensure smooth and efficient check-in/check-out procedures with a focus on luxury service and attention to detail.

• Maintain a strong presence in the lobby, engaging with guests and resolving concerns proactively and professionally.

• Collaborate with other departments (Housekeeping, Engineering, F&B) to ensure seamless guest experiences.

• Oversee daily shift briefings, staff scheduling, and performance management.

• Monitor guest feedback, online reviews, and service scores, implementing improvement plans where necessary.

• Train, mentor, and develop team members to maintain a high level of professionalism and service consistency.

• Ensure full compliance with all hotel policies, SOPs, safety, and local regulations.

• Support the pre-opening phase, including team recruitment, training, system setup (e.g., PMS), and process design.

Desired Skill & Expertise

• Minimum 4 years of experience in front office leadership, preferably in a 5-star or luxury hotel environment.

• Pre-opening experience is a strong advantage.

• Proficient in Opera Cloud or equivalent PMS.

• Excellent leadership, communication, and guest engagement skills.

• Ability to multitask and manage high-pressure situations with grace and professionalism.

• Passion for hospitality and a genuine commitment to exceeding guest expectations.

#J-18808-Ljbffr

Join to apply for the Front Office Manager role at Mövenpick Hotels & Resorts

Join to apply for the Front Office Manager role at Mövenpick Hotels & Resorts

Company Description

Join us at Accor, where life pulses with passion

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

Company Description

Join us at Accor, where life pulses with passion

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,

Join us and become a Heartist.

We are Heartists

"Heartist" describes both our culture and who we are. Everything we do comes from the heart, and we're experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things

We believe that the world is more welcoming when we're connected. So that we see what we have in common, instead of what sets us apart.

Life in Movenpick

The Place to Savour Life- We believe true hospitality is about turning small gestures into heartwarming moments.

We enable our guests to Savour the flavor of life, balancing small indulgence with what's good for them- and good for the world.

Job Description

Strategic Responsibilities

Guest Satisfaction & Loyalty Development

• Lead, manage, and train the Front Office team, including Reception, Guest Services, Concierge, Bell Desk, and Operator.
• Champion a guest-centric culture, continuously analyzing guest feedback and driving improvement initiatives across the Front Office team.
• Implement service recovery strategies and train Heartists to handle guest concerns empathetically and professionally.
• Drive and promote enrolment and active engagement in the ALL-Loyalty Program to enhance guest engagement.
• Collaborate with Quality & Training to embed service excellence standards into daily operations.
• Collaborate with other departments (Housekeeping, Engineering, Security) to ensure guest rooms and public areas meet Mövenpick standards
  
  

Quality Assurance & Brand Compliance

• Ensure all touchpoints within the Front Office adhere to Mövenpick brand standards through regular audits and coaching.
• Partner with the Quality department to roll out brand initiatives and monitor compliance using guest satisfaction indexes and mystery audits.
• Lead by example in promoting and modeling brand values.
  
  

Employee Engagement & Team Empowerment

• Create a motivating work environment where Heartists feel empowered, valued, and committed to service excellence.
• Conduct one-on-one development meetings, career planning sessions, and consistent coaching aligned with Accor's Heartist culture.
• Recognize high performers and encourage participation in brand-led engagement programs.
  
  

Selling & Upselling Initiatives

• Lead the team in proactively identifying upselling opportunities and maximizing room revenue, packages, and ancillary services.
• Ensure Heartists are trained on sales techniques and have a deep understanding of product offerings and benefits.
• Collaborate with Commercial and Revenue teams to execute targeted selling campaigns and monitor conversion metrics.
  
  

Commercial Contribution & Strategic Planning

• Prepare and manage departmental budgets, control costs, and monitor profit margins.
• Support the hotel's commercial strategy by aligning Front Office operations with business objectives.
• Participate in forecasting, budgeting, and strategic reviews to optimize department financial performance.
• Contribute to driving KPIs such as GOP, RevPAR, ADR, and guest engagement scores.
  
  

Administration

• Prepare and manage departmental budgets, control costs, and monitor profit margins.
• To work closely with the Finance department to produce monthly financial reports timely & accurately.
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
• To review the Heartists schedule and annual leave plan to ensure the correct allocation of resources in order to improve guest satisfaction level as well as Heartists productivity and satisfaction
• Oversee the implementation of a training plan for all front office and concierge team members
• Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per hotel standard.
  
  

Qualifications

• Minimum 3-5 years of experience in Front Office management role in a hotel.
• Strong command of Opera Cloud and familiarity with loyalty programs, particularly Accor Live Limitless (ALL).
• Excellent communication, presentation, and leadership abilities.
• Ability to train and motivate teams to consistently deliver exceptional service.
• Proficiency in English; Arabic/Russian languages would be an advantage.
• Experience in UAE hospitality sector preferred.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Hospitality

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Guest Satisfaction & Loyalty Development

• Lead, manage, and train the Front Office team, including Reception, Guest Services, Concierge, Bell Desk, and Operator.
• Champion a guest-centric culture, continuously analyzing guest feedback and driving improvement initiatives across the Front Office team.
• Implement service recovery strategies and train Heartists to handle guest concerns empathetically and professionally.
• Drive and promote enrolment and active engagement in the ALL-Loyalty Program to enhance guest engagement.
• Collaborate with Quality & Training to embed service excellence standards into daily operations.
• Collaborate with other departments (Housekeeping, Engineering, Security) to ensure guest rooms and public areas meet Mövenpick standards

Quality Assurance & Brand Compliance

• Ensure all touchpoints within the Front Office adhere to Mövenpick brand standards through regular audits and coaching.
• Partner with the Quality department to roll out brand initiatives and monitor compliance using guest satisfaction indexes and mystery audits.
• Lead by example in promoting and modeling brand values.

Employee Engagement & Team Empowerment

• Create a motivating work environment where Heartists feel empowered, valued, and committed to service excellence.
• Conduct one-on-one development meetings, career planning sessions, and consistent coaching aligned with Accor's Heartist culture.
• Recognize high performers and encourage participation in brand-led engagement programs.

Selling & Upselling Initiatives

• Lead the team in proactively identifying upselling opportunities and maximizing room revenue, packages, and ancillary services.
• Ensure Heartists are trained on sales techniques and have a deep understanding of product offerings and benefits.
• Collaborate with Commercial and Revenue teams to execute targeted selling campaigns and monitor conversion metrics.

Commercial Contribution & Strategic Planning

• Prepare and manage departmental budgets, control costs, and monitor profit margins.
• Support the hotel's commercial strategy by aligning Front Office operations with business objectives.
• Participate in forecasting, budgeting, and strategic reviews to optimize department financial performance.
• Contribute to driving KPIs such as GOP, RevPAR, ADR, and guest engagement scores.

Administration :

• Prepare and manage departmental budgets, control costs, and monitor profit margins.
• To work closely with the Finance department to produce monthly financial reports timely & accurately.
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
• To review the Heartists schedule and annual leave plan to ensure the correct allocation of resources in order to improve guest satisfaction level as well as Heartists productivity and satisfaction
• Oversee the implementation of a training plan for all front office and concierge team members
• Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per hotel standard.

Qualifications

• Minimum 3-5 years of experience in Front Office management role in a hotel.
• Strong command of Opera Cloud and familiarity with loyalty programs, particularly Accor Live Limitless (ALL).
• Excellent communication, presentation, and leadership abilities.
• Ability to train and motivate teams to consistently deliver exceptional service.
• Proficiency in English; Arabic / Russian languages would be an advantage.
• Experience in UAE hospitality sector preferred.

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· Ensure front desk is tidy and has all necessary stationery and material

· Train, supervise and support office staff, including receptionists, security guards and call center agents

· Ensure timely and accurate customer service

· Handle complaints and specific customer requests

· Troubleshoot emergencies

· Prepare and monitor office budget

· Ensure company's policies and security requirements are met

Requirements and Skills

· 4 years experience as a Front Desk Manager or Reception Manager

· Proficiency in English (oral and written)

· Solid knowledge of MS Office, particularly Excel and Word

· Excellent communication and people skills

· Good organizational and multitasking abilities

· Problem-solving skills

· High School diploma; additional certification is a plus

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