Assistant Front Office Manager - Guest Services

Accor Group; Dubai; On-site; AED 111,600 - 178,560; Full time

Benefits offered by this job

Discounted hotel rates

Learning & development programs

Career opportunities across brands

Job summary

Accor is hiring an Assistant Front Office Manager - Guest Services in Dubai, United Arab Emirates, to lead the front desk team, ensure seamless guest arrival and departure, and uphold brand standards across daily rooms operations.

The role requires at least 5 years in hotel front office, including 2 years in a supervisory role, with a focus on guest satisfaction, revenue protection, and cross-team collaboration with Housekeeping, Reservations, Revenue, Concierge, Security, and F&B.

Qualifications

• Bachelor's degree in Hospitality Management or equivalent.
• Minimum 5 years in hotel front office with 2+ years in supervisory role.
• Strong leadership and guest service orientation.

Responsibilities

• Supervise reception, guest services, and front office activities across shifts.
• Lead daily briefings covering VIPs, arrivals, and changes.
• Ensure efficient guest registration, room assignment, check-in/check-out.
• Coordinate with Reservations, Revenue, Housekeeping, Concierge, Security, and F&B.
• Monitor occupancy, room revenue, and departmental costs; drive improvements.
• Maintain confidentiality and protect guest information.
• Perform Duty Manager responsibilities as scheduled.

Skills

Front office management

Property management systems

Check-in/check-out

VIP coordination

Guest complaint resolution

Revenue optimization

Budgeting

Team supervision

Coaching

Shift planning

SOPs

Guest satisfaction

Cross-dept coordination

Duty management

Microsoft Office

Shift handover

Hotel safety

Local knowledge

Education

Bachelor's degree in Hospitality Management

Job description

Assistant Front Office Manager - Guest Services

Location: Dubai, United Arab Emirates

Industry: Hospitality

Function: Customer Service

Experience: Minimum 5 years in hotel front office operations, including 2 years in management

Job Type: Full-time

Accor is hiring an Assistant Front Office Manager - Guest Services in Dubai, United Arab Emirates, for a Hospitality leadership opportunity overseeing front desk performance, guest satisfaction, and daily rooms operations. The role will guide the front office team, maintain efficient arrival and departure services, and ensure that guest concerns receive timely and professional attention. Working closely with Housekeeping, Reservations, Revenue, Concierge, Security, and Food and Beverage teams, the successful candidate will help create a coordinated guest journey. The position also contributes to occupancy performance, revenue protection, departmental cost control, and consistent delivery of brand standards.

Country: United Arab Emirates

City: Dubai

Industry: Hospitality

Function: Customer Service

Salary: 10000-16000 Estimated salary range based on similar jobs in Dubai; please confirm the final offer with the employer.

Gender: Any

Candidate Nationality: Any

Job Type: Full-time

Role Context

The Assistant Front Office Manager connects hotel strategy with the realities of daily guest service. This position keeps reception operations organized during busy arrivals, supervises employees across changing shifts, and steps in when a guest matter requires experienced judgment. Accurate room status, efficient registration, secure payment handling, and clear departmental communication directly influence revenue and guest confidence. By monitoring service results and coaching the team, the manager will help improve satisfaction scores, strengthen loyalty, and maintain a welcoming front office environment.

Key Responsibilities

• Supervise reception, guest services, and related front office activities throughout assigned shifts.
• Allocate duties according to occupancy, arrivals, departures, groups, and expected service demand.
• Lead daily briefings covering VIPs, room availability, special requests, operational changes, and unresolved matters.
• Ensure efficient guest registration, room assignment, check-in, account settlement, and check-out.
• Maintain sufficient desk coverage during peak periods and adjust staffing when operating conditions change.
• Review shift handovers, front office logbooks, traces, and pending guest requests.
• Verify that important information is transferred accurately between shifts.
• Support employees with unusual reservations, billing questions, room moves, and service-recovery cases.
• Maintain a visible management presence in the lobby during high-traffic periods.
• Welcome VIPs, repeat guests, groups, and guests requiring additional assistance.
• Confirm that special requests, amenities, room preferences, and transport arrangements are coordinated before arrival.
• Handle complaints with discretion, investigate the circumstances, and agree on appropriate corrective action.
• Follow up with guests after service recovery to confirm that the concern has been resolved.
• Escalate serious safety, security, financial, or reputational matters to senior management.
• Record guest preferences and relevant service details in the property management system.
• Protect personal information and maintain confidentiality throughout all guest interactions.

Team Development and Accountability

• Train front office colleagues in operating procedures, service standards, systems, and guest communication.
• Coach employees during live operations and provide practical feedback after challenging situations.
• Encourage confident decision-making while ensuring that actions remain within approved authority.
• Monitor punctuality, grooming, conduct, and completion of assigned responsibilities.
• Identify individual learning needs and arrange suitable training or cross-exposure.
• Motivate the team to achieve service, productivity, and revenue objectives.
• Help evaluate employee performance and recognize consistent contributions.
• Promote respectful cooperation across different shifts, cultures, and departments.
• Assist with recruitment, onboarding, scheduling, and workforce planning when assigned.
• Maintain a composed working environment during periods of pressure or disruption.

Operational and Commercial Responsibilities

• Monitor occupancy, room inventory, average rate, availability, and expected arrival patterns.
• Coordinate with Reservations and Revenue teams regarding room-selling priorities and forecast changes.
• Support strategies designed to maximize occupancy and room revenue.
• Encourage appropriate room upgrades, late check-outs, and other relevant paid services.
• Ensure that employees explain available options accurately without compromising guest trust.
• Review cashier closures, payment records, deposits, refunds, rebates, and account adjustments.
• Investigate discrepancies and ensure that financial controls are followed.
• Assist in preparing and controlling the front office operating budget.
• Monitor departmental expenses, supplies, overtime, and avoidable operating costs.
• Review performance indicators, online feedback, complaint patterns, and guest satisfaction results.
• Identify recurring service gaps and implement practical corrective measures.
• Maintain effective front office procedures and recommend system improvements.
• Ensure compliance with Accor standards, hotel policies, and applicable local regulations.
• Confirm that emergency, fire, safety, privacy, and security procedures are understood by the team.
• Coordinate with Engineering when room defects or technical problems affect guests.
• Work with Housekeeping to resolve room-status differences and prioritize urgent room preparation.
• Communicate with Concierge, Bell Desk, and Transport teams regarding arrivals, departures, and luggage services.
• Maintain current knowledge of Dubai attractions, events, transport options, and visitor information.
• Complete management reports and provide accurate operational updates to hotel leadership.
• Perform Duty Manager responsibilities when scheduled or delegated.

Ideal Profile

Applicants should hold a bachelor 's degree in Hospitality Management, Hotel Management, or a closely related discipline. At least five years of hotel front office experience is required, including two or more years in a supervisory or managerial position. The preferred candidate will understand both guest service and the commercial responsibilities of rooms operations. They should be able to guide employees, interpret performance information, control expenses, and make balanced decisions when operational pressure and guest expectations compete. Suitable candidates will demonstrate:

• Proven leadership within an established hotel front office
• Strong knowledge of reception and guest service procedures
• Experience supervising arrivals, departures, room allocation, and cashiering
• Confidence handling sensitive complaints and demanding guest situations
• Understanding of budgeting, expense control, and rooms revenue
• Ability to interpret occupancy and guest satisfaction indicators
• Sound judgment when approving account adjustments or service recovery
• Experience training, coaching, and motivating front office employees
• Accurate written reporting and operational record management
• Professional communication with guests, colleagues, and senior leaders
• Knowledge of luxury or internationally branded hotel standards
• Ability to remain organized while managing several priorities
• Fluency in English, with additional languages considered an advantage
• Flexibility to work nights, weekends, public holidays, and rotating shifts

Skills Set

• Front office operations management
• Property management systems
• Guest check-in and check-out
• Room allocation and inventory control
• VIP guest coordination
• Guest complaint resolution
• Service recovery management
• Front desk team supervision
• Employee coaching and training
• Shift planning and task allocation
• Rooms revenue optimization
• Upselling strategy
• Occupancy monitoring
• Budget preparation
• Departmental expense control
• Cashiering and payment controls
• Account adjustment review
• Performance metric analysis
• Guest satisfaction monitoring
• Standard operating procedures
• Cross-department coordination
• Duty management
• Microsoft Office SuiteShift handover reporting
• Hotel safety and emergency procedures
• Local attraction and event knowledge

Why Join Us

This position offers meaningful front office leadership experience within Dubai 's competitive Hospitality market. Responsibility for guest satisfaction, team development, rooms revenue, and operating controls can prepare a strong performer for progression into Front Office Manager, Rooms Division Manager, or broader hotel operations leadership.

• Eligible employees may receive discounted rates at participating Accor properties, access to structured learning through company academies, and career opportunities across different hotels, destinations, and brands.

The international network also provides exposure to evolving hospitality practices and responsible operating initiatives.

About the Company

Accor is an international hospitality group bringing together more than 45 brands across hotels, restaurants, resorts, and lifestyle destinations. Its properties serve diverse guest markets while supporting professional learning, internal mobility, responsible hospitality, and locally relevant travel experiences.