Director of Front Office Operations

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 the Director of Front Office Operations, you will be responsible for leading and orchestrating all aspects of the Front Office division—including Reception, Concierge, Guest Relations, Bell Services, Ciel Connect (telephone operations), Valet, and Rooms Control. Your leadership will ensure exceptional guest experiences that reflect the luxury positioning of the world’s tallest hotel, while optimizing operational efficiency, team performance, and guest satisfaction.

Key Responsibilities:

• Oversee the entire Front Office operation with a strong focus on service excellence, guest engagement, and operational innovation.

• Develop and implement strategies to continuously elevate the guest journey, from arrival to departure.

• Ensure all front office touchpoints align with brand standards and support the hotel’s premium positioning.

• Lead, mentor, and empower a large and diverse team including department heads and supervisors across the Front Office spectrum.

• Conduct regular performance reviews, training plans, and succession planning initiatives.

• Foster a positive team culture driven by hospitality, service passion, and guest-centric values.

• Personally ensure high levels of guest satisfaction, resolving complex complaints and ensuring follow-up actions.

• Monitor online reputation platforms, guest feedback, and service audits to drive continuous improvement.

• Champion loyalty program engagement and personalization efforts.

• Drive efficiency across check-in/out, room allocation, lobby services, and guest movement.

• Maintain oversight of room inventory, upgrades, walk situations, and VIP pre-arrivals.

• Collaborate with Revenue, Sales, and Housekeeping to ensure seamless communication and revenue optimization.

• Ensure adherence to all regulatory, financial, and brand standards.

• Oversee departmental budgets, forecasts, and cost controls.

• Prepare and analyze reports on performance metrics, staffing, and guest feedback.

Desired Skill & Expertise

• Minimum 8–10 years of progressive Front Office experience, with at least 3–5 years in a leadership/director role in a luxury hotel environment.

• Proven success managing large teams in complex operations.

• Excellent communication, problem-solving, and leadership skills.

• Strong knowledge of PMS (Opera Cloud preferred), Microsoft Office Suite, and guest experience platforms.

• Fluency in English; additional languages are an asset.

• Impeccable grooming, professionalism, and guest diplomacy.