Director of Front Office

Accor; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Accor is seeking a senior Front Office leader for a luxury property in Dubai to drive seamless guest journeys from pre-arrival to post-stay. You will lead a large multicultural team, uphold Sofitel standards, and pursue revenue growth through upselling while maintaining strong financial controls.

The role demands extensive experience in five-star hospitality, fluency in English, and knowledge of Opera PMS; Middle East exposure is a plus. Dubai-based, full-time position.

Qualifications

• Bachelor's degree in hotel management or related field.
• 8–10 years in front office or rooms division.
• 3+ years in senior leadership in five-star luxury.
• Proven guest satisfaction and operational performance.
• Experience with large multicultural teams; ME experience a plus.
• Knowledge of Opera PMS and guest feedback platforms.

Responsibilities

• Lead and oversee all Front Office operations to ensure smooth and efficient daily service.
• Ensure a seamless and personalised guest journey from pre-arrival to post-stay.
• Maintain and deliver Sofitel luxury service standards at all times.
• Lead coach and motivate the Front Office team.
• Drive upselling upgrades and other opportunities to increase revenue.
• Monitor Front Office revenue, expenses and overall financial performance.
• Manage the Front Office budget and control operating costs.
• Coordinate arrivals, departures and peak-period operations.
• Ensure Front Office systems and guest information are maintained accurately.
• Ensure compliance with Sofitel and Accor standards, UAE regulations.
• Safety, security and emergency preparedness.

Skills

PMS Opera

Budgeting & cost control

Leadership & people management

Guest satisfaction focus

Communication & decision-making

Education

Bachelor's degree in Hotel Management

Tools

Opera PMS

Job description

• Lead and oversee all Front Office operations to ensure smooth and efficient daily service.
• Ensure a seamless and personalised guest journey from pre-arrival to post-stay.
• Maintain and deliver Sofitel luxury service standards at all times.
• Personally engage with VIPs repeat guests and loyalty members.
• Handle and resolve escalated guest concerns and service recovery situations.
• Monitor guest feedback and identify opportunities for continuous improvement.
• Ensure high standards of arrival welcome check-in and check-out experiences.
• Lead coach and motivate the Front Office team.
• Promote a positive inclusive and service-focused team culture.
• Support recruitment onboarding training and development of team members.
• Identify talent and support career development and internal mobility.
• Manage team performance through regular coaching feedback and appraisals.
• Ensure effective staffing scheduling and productivity across all shifts.
• Drive upselling upgrades and other opportunities to increase revenue.
• Monitor Front Office revenue expenses and overall financial performance.
• Manage the Front Office budget and control operating costs.
• Ensure accurate billing cash handling and payment procedures.
• Minimise revenue leakage and ensure proper financial controls.
• Coordinate arrivals departures group movements and peak-period operations.
• Ensure Front Office systems and guest information are maintained accurately.
• Ensure compliance with Sofitel and Accor standards hotel policies and UAE regulations.
• Maintain high standards of safety security and emergency preparedness.
• Identify operational challenges and implement effective solutions.
• Ensure consistent communication and coordination to provide a seamless guest experience.
• Drive continuous improvement in service quality operational efficiency and guest satisfaction.

Qualifications :

• Bachelors degree in Hotel Management Hospitality Management Business Administration or a related field.
• Minimum 810 years of progressive Front Office or Rooms Division experience.
• Minimum 3 years in a senior leadership position within a five-star luxury hotel or resort.
• Proven experience in managing guest satisfaction service quality and operational performance.
• Strong experience leading large multicultural teams in a high-volume luxury or resort environment.
• Previous Middle East experience is an advantage.
• Experience with Accor or Sofitel is highly desirable.
• Strong knowledge of PMS systems preferably Opera and guest feedback platforms.
• Good understanding of revenue management budgeting cost control and financial performance.
• Strong leadership communication problem-solving and decision-making skills.
• Fluent English is required; French and/or Arabic is an advantage.
• Additional language skills are considered an advantage.

Remote Work :

No

Employment Type :

Full-time