Front Desk Lead — Guest Experience & Operations

AccorHotel; Abu Dhabi; On-site; AED 250,000 - 380,000; Full time

Job summary

AccorHotel in Abu Dhabi is seeking an experienced Front Office leader to oversee guest services, drive satisfaction, and manage daily hotel operations with a focus on high standards and security. The role requires expertise in PMS, revenue concepts, and crisis handling, ensuring a seamless guest experience.

The position demands 35+ years in Front Office or Guest Services, proven supervisory skills, and the ability to lead teams in a fast-paced luxury environment.

Qualifications

• 35+ years of experience in Front Office or Guest Services.
• Supervisory or managerial experience in Front Office operations.
• Strong leadership and team management skills.
• Excellent communication, interpersonal and customer service abilities.
• Solid knowledge of hotel management systems (PMS) and front office procedures.
• Strong problem-solving and decision-making capabilities.
• Ability to handle guest complaints and emergency situations professionally.
• Knowledge of revenue management, inventory control and yield strategies.
• High attention to detail and ability to work under pressure in a fast-paced environment.

Responsibilities

• Act as a role model with high standards of punctuality, grooming, professionalism, leadership, guest service, and adherence to hotel policies.
• Support and promote company policies, EOS, H&S, and GSI initiatives.
• Handle guest inquiries, concerns, and complaints with discretion and professionalism.
• Keep Front Office leadership informed of guest matters affecting welfare or experience.
• Ensure accurate police reports when required and regular updates on daily operations.
• Inform Front Desk and other departments about inventory status, yield strategies, and selling rates.
• Address guest complaints promptly with follow-up to maximize satisfaction and protect hotel interests.
• Prepare incident reports and suggest corrective actions to prevent recurrences.
• Ensure safety and security during emergencies and participate in drills.
• Lead the Emergency Response Team per Fire and Evacuation Plan.
• Oversee car park operations for safety and smooth traffic flow.
• Perform regular hotel rounds to ensure smooth inter-departmental operations.
• Authorize after-hours access and key distribution as needed.
• Supervise Front Desk staff and assist during check-ins/outs.
• Submit unbiased shift reports and assume hotel operations during shifts or absence of leaders.

Skills

Front Office

Supervisory

Leadership

Communication

Customer Service

PMS

Front Office Procedures

Problem Solving

Decision Making

Guest Complaints

Revenue Management

Inventory Control

Yield Strategies

Attention to Detail

Work Under Pressure

Job description

AccorHotel in Abu Dhabi is seeking an experienced Front Office leader to oversee guest services, drive satisfaction, and manage daily hotel operations with a focus on high standards and security. The role requires expertise in PMS, revenue concepts, and crisis handling, ensuring a seamless guest experience.

The position demands 35+ years in Front Office or Guest Services, proven supervisory skills, and the ability to lead teams in a fast-paced luxury environment.