Front Office Manager
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Key skills for this role
About the Role
The Dubai EDITION is seeking a Front Office Manager to lead all Front Office operations, including Front Desk, Guest Relations, Concierge, and Bell Services. The role requires delivering exceptional guest experiences, driving operational excellence, and managing a high-performing team.
Key Skills for This Role
Responsibilities
- Deliver exceptional, personalised guest experiences that exceed luxury hospitality expectations
- Ensure seamless arrival, departure and in house guest experiences
- Resolve guest concerns promptly and professionally, ensuring complete guest satisfaction
- Maintain high visibility in the lobby and public areas, engaging with guests and anticipating their needs
- Foster a culture of genuine hospitality and personalised service throughout the Front Office team
- Monitor guest feedback, online reviews and satisfaction scores, implementing continuous service improvements
- Manage the daily operations of Front Desk, Guest Relations, Concierge, Bell Desk, Valet coordination and Lobby Services
- Ensure smooth room allocation, room status management and coordination with Housekeeping and Engineering
- Monitor room inventory, upgrades, VIP arrivals, early arrivals, late departures and special requests
- Ensure all Front Office procedures comply with Marriott standards and local regulations
- Maintain efficient check in and check out processes while delivering exceptional guest engagement
- Ensure accurate cashiering procedures and daily financial reconciliation
Requirements
- Bachelor's Degree in Hospitality Management, Hotel Administration, Business Management or a related field
- Minimum 7–10 years of progressive Front Office experience within luxury hotels
- At least 3–5 years as a Front Office Manager or Assistant Front Office Manager in an internationally recognised luxury hotel
- Experience with lifestyle luxury hotel brands is highly preferred
- Previous UAE/GCC hospitality experience is highly desirable
- Marriott luxury brand experience is strongly preferred
Full Job Posting
Position Summary
- The Front Office Manager is responsible for leading all Front Office operations to deliver exceptional guest experiences while ensuring operational excellence, service quality, and financial performance. This role oversees Front Desk, Guest Relations, Concierge, Bell Services, Valet Coordination and
Key Responsibilities
- Guest Experience & Service Excellence: Deliver exceptional, personalised guest experiences that exceed luxury hospitality expectations. Ensure seamless arrival, departure and in house guest experiences. Resolve guest concerns promptly and professionally, ensuring complete guest satisfaction. Maintai
- Front Office Operations: Manage the daily operations of Front Desk, Guest Relations, Concierge, Bell Desk, Valet coordination and Lobby Services. Ensure smooth room allocation, room status management and coordination with Housekeeping and Engineering. Monitor room inventory, upgrades, VIP arrivals,
- Leadership & Team Management: Lead, coach, mentor and develop the Front Office team to achieve outstanding performance. Conduct regular departmental meetings, daily briefings and performance reviews. Develop succession plans and identify future leadership talent. Promote employee engagement, teamwor
- Financial & Commercial Performance: Support revenue optimisation through effective room inventory management and upselling initiatives. Drive room upgrade revenue and ancillary revenue opportunities. Monitor departmental expenses and labour productivity. Analyse operational reports and implement imp
- VIP & Guest Relations: Personally oversee VIP arrivals, long stay guests, repeat guests and Marriott Bonvoy Elite Members. Ensure personalised recognition and tailored guest experiences. Coordinate special occasions, celebrations and guest preferences. Build lasting guest relationships that encourag
- Quality Assurance & Compliance: Ensure compliance with Marriott Brand Standards and EDITION service philosophy. Maintain all Front Office SOPs and operational procedures. Conduct regular quality audits and identify opportunities for improvement. Ensure compliance with health, safety, security and em
- Cross Functional Collaboration: Work closely with Housekeeping, Engineering, Security, Food & Beverage, Sales, Reservations, Finance and Revenue departments. Participate in daily operations meetings and commercial strategy meetings. Ensure effective communication across all hotel departments to enha
- Reporting & Performance Analysis: Monitor and analyse key operational metrics, including Guest Satisfaction (GSS), Marriott Guest Voice Scores, Check in and Check out Efficiency, Upselling Performance, Room Readiness, Service Recovery Metrics, Labor Productivity. Prepare daily, weekly and monthly op
Qualifications
- Bachelor's Degree in Hospitality Management, Hotel Administration, Business Management or a related field. Professional hospitality certifications are an advantage.
- Experience Requirements: Minimum 7–10 years of progressive Front Office experience within luxury hotels. At least 3–5 years as a Front Office Manager or Assistant Front Office Manager in an internationally recognised luxury hotel. Experience with lifestyle luxury hotel brands is highly preferred. Pr
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