Director – Front Office

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 90,000 - 120,000; Full time

Job summary

A renowned luxury resort in Ras Al Khaimah seeks a Director of Front Office to lead guest services and manage operations. The role requires extensive hospitality experience, exceptional leadership, and a flair for enhancing guest experiences. The ideal candidate will implement high service standards and foster a culture of excellence among staff.

Qualifications

• Minimum of 8–10 years in Front Office or Rooms Division leadership roles within a luxury hotel.
• Excellent attention to detail and flexibility to changing priorities.
• Conversational English required; second language preferred.

Responsibilities

• Lead and manage all aspects of the Front Office operation.
• Develop and implement luxury service standards.
• Train and develop front office staff to ensure quality guest satisfaction.

Skills

Leadership

Customer Service

Interpersonal Skills

Organizational Skills

Problem Solving

Education

High school degree or equivalent

Hospitality or related education

Tools

Opera Cloud

PMS

CRM platforms

Microsoft Office

Job description

The Director of Front Office plays a key leadership role in ensuring the seamless delivery of luxury guest services within our world-class integrated resort. This position oversees all front office operations relating to the resort tower. The ideal candidate is an experienced hospitality professional with a strong background in luxury environments, exceptional leadership skills, and a passion for delivering personalized guest experiences

Essential Duties

• Lead and manage all aspects of the Front Office operation, ensuring an exceptional guest experience from pre-arrival to post-departure
• Develop and implement service standards and procedures aligned with luxury brand expectations and resort goals
• Oversee performance, training, and development of front office staff, fostering a culture of service excellence and accountability
• Collaborate with other departments (Housekeeping, Security, VIP Services, Spa, F&B, etc.) to ensure a cohesive and flawless guest journey
• Accept any other duties and responsibilities assigned by the SVP Hotel Operations
• Utilize systems (PMS, CRM, POS) to streamline processes, enhance efficiency, and deliver data-driven improvements.
• Coordinate with relevant departments to satisfy customer needs
• Fulfil the operational requirements of the Rooms and Gaming Departments
• Ensure Team Members deliver Wynn Al Marjan high standards of quality, service and guest satisfaction
• Develop and monitor operations policies and procedures
• Monitor and inspect the daily upkeep and maintenance of areas in all three departments
• Ensure guests’ special requests are followed up
• Oversee department administration and paperwork
• Coordinate and monitor the preparation of department operating expenses
• Continuously improving health and safety standards
• Anticipate and respond to guests’ requests and handle complaints promptly and to their satisfaction
• Execute corrective action if necessary and ensure follow-through if no immediate solution can be found
• Provide feedback to guests’ recommendations, share their ideas with staff and management and include in planning and operations
• Schedule rosters and breaks and ensure manpower meets business demands
• Approve overtime/undertime records in a timely manner
• Create departmental training plans and write operating procedures
• Supervise, direct and lead the team to achieve department goals
• Conduct daily briefings and disseminate Company information to the team
• Hire, train, supervise, and manage staff in all three departments
• Support and assist departmental managers
• Coach, motivate, counsel and evaluate staff and encourage their participation in decision-making
• Test and correct any deviations from service procedures swiftly through on the job training
• Assess service standards and arrange training sessions and refresher courses for staff in coordination with the Trainer
• Develop and share your vision for the department
• Maintain effective communication with all Team Members by providing written and verbal translations
• Monitor Team Members’ manners and grooming according to Company standards
• Promote a work environment where employees feel valued, appreciated, involved, equal and safe
• Report daily progress to the direct report
• Monitor industry and market trends and recommend adjustments to services, pricing, and Team Member wage levels accordingly
• Suggest creative ideas to management to enhance the departments’ image and offering
• Interact with Department and Company Team Members, management, and contractors professionally and positively
• Attend Department and inter-Department meetings and share relevant information
• Encourage good relationships, promote team spirit, and ensure effective two-way and multicultural communications
• Adhere to the Company policies and procedures and comply with the Code of Conduct
• Remain well-mannered and well-groomed as per Department and Company standards
• Follow health and safety standards and strive for constant improvement to avoid health and injury hazards
• Participate in the Company recycling program and follow a strict discipline to reduce, re-use and recycle wherever possible
• Monitor room inventory, occupancy, and rate strategy in coordination with Revenue Management and Reservations.
• Identify, train and implement robust upsell programs with key indicators for individuals and the team alike
  
  

Qualification

Education and/or Experience: High school degree or equivalent preferred. Hospitality or related education or experience preferred. Computer skills and basic knowledge of Microsoft Office a plus. Outstanding organizational and interpersonal skills as well as excellent attention to detail

Individual(s) must be able to perform each job responsibility satisfactorily. Minimum of 8–10 years of experience in Front Office or Rooms Division leadership roles within a luxury hotel or resort

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Conversational English required, second language a plus. Ability to write instructions. Ability to present information. Flexibility to adapt to changing priorities and transportation needs. Deep understanding of front office systems (e.g., Opera Cloud, PMS, CRM platforms)