Front Desk Manager

JW Marriott; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel in Dubai is seeking a Front Desk Manager to oversee front-desk operations, ensuring high standards of guest service and staff training. Successful candidates will have strong communication skills and prior experience in customer service. This position offers competitive benefits, including accommodation, meals, and professional development opportunities.

Benefits

Accommodation

Meals on duty

Transportation

Medical and life insurance

Discounted food & drink

Qualifications

• Ability to manage and train front-desk associates.
• Knowledge of Marriott Brand standards.
• Excellent customer service and communication skills.

Responsibilities

• Manage front-desk operations smoothly and professionally.
• Ensure compliance with hotel policies and standards.
• Train and oversee front-desk associates.

Skills

Customer service

Communication

Front-desk operations

Problem-solving

Tools

OPERA

MARSHA

IMS

Job description

Overview

JW Marriott Marquis Hotel Dubai welcomes you to the heart of the city’s lively downtown district with modern luxury and award‑winning service. Soaring above Sheikh Zayed Road, our bustling and dynamic 5‑star hotel is one of the tallest in the world, consisting of two towers with 1,608 rooms and boasts awe‑inspiring views of the water and Dubai cityscape. Enjoy a swim in the outdoor pool or a workout in the fitness centre before easing tired muscles with a massage at Saray Spa. Sample the flavours of the world at our 10 restaurants and lounges, which offer Japanese, Italian, Indian and Thai cuisine. For those planning an event in downtown Dubai, UAE our hotel offers 80,000 square feet of adaptable space, including a striking ballroom and outdoor venues. Explore Dubai Mall, Burj Khalifa and Dubai Opera which are all minutes away.

Career Opportunity

At JW Marriott Marquis Dubai, we are looking for talented individuals to join our amazing family. In return, we offer a stage for your growth and the possibility of working across our extensive portfolio of hotels worldwide.

• Amazing career opportunity with potential worldwide exposure
• Learning opportunities with some of the best professionals in the region
• Opportunities for internal promotion following our training and promotion schedule
• Competitive salary with excellent benefits, including accommodation, meals on duty and transportation
• World‑class training and development, including leadership development and recognition programmes
• Discounted accommodation in over 8,000 hotels worldwide
• Discounted food & drink in all our restaurants and bars
• Discounts for your friends and family
• Unlimited career opportunities (internationally and locally)
• Medical and life insurance
• Support to ensure you have all the tools you require to complete your day‑to‑day tasks.

Our Expectations From The Role

Manage front‑desk operations to ensure that all hotel policies, procedures, regulations and standards are followed, and that the front desk functions smoothly and professionally.

• Perform all front‑desk related responsibilities and duties when assigned or required
• Ensure appropriate and adequate training of all front‑desk associates and supervisors, including all on‑the‑job, off‑the‑job and 15‑minute training
• Be familiar with hotel services, operational hours and ongoing promotions
• Have a thorough knowledge of JW Marriott Marquis Dubai products and services
• Be fully aware of the Marriott Brand standard compliance requirements for all front‑office sections
• Maintain good working relationships with all hotel departments
• Have a good knowledge of the local area and surrounding facilities, providing recommendations and direction to guests whenever needed
• Check house count to establish selling strategy for the shift, monitoring it regularly and responding to any changes
• Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift through briefings
• Demonstrate and promote quality awareness amongst the front office team; seek ways to improve and maintain guest satisfaction scores for all front‑desk associates
• Ensure smooth check‑in and check‑out of all guests, and proper handling of all guest accounts
• Ensure that all concerned departments are informed regarding room moves, no‑shows, early arrivals, special requests, repeat guests or other guest preferences
• Be fully aware of Credit Policy and supervise compliance; inform your manager and concerned departments about any possible credit risks
• Have thorough knowledge of operational requirements for the front desk area
• Be familiar and promote Marriott Bonvoy Programme, encouraging all front‑office associates to achieve monthly target
<>Ensure all guest requests and information are updated in OPERA and communicated to other departments; be familiar with virtual concierge services
• Have thorough knowledge of OPERA, MARSHA, IMS, GXP and other front‑office related operational software
• Be familiar with all SOPs and LSOps relating to front‑office operations, and be aware of remedial steps to rectify housekeeping discrepancies
• Support and practice empowerment within front office; ensure that each associate has a development plan and is trained accordingly
• Be able to work various shifts to assist all front‑office sections
• Identify and resolve guest problems efficiently, providing timely resolution to maintain guest satisfaction
• Ensure that LEARN and 5W’s methods are followed whilst dealing with constructive guest feedback and informing concerned departments
• Have a thorough knowledge of all emergency procedures
• Supervise guest registration and all relevant details required by UAE law
• Assure that all front‑desk associates are continually updated with hotel rates, packages and discounts, conducting PCI audits to maintain Marriott International standards
• Be security conscious at all times and inform Manager on Duty of anything suspicious
• Identify guest service shortages and recommend improvements accordingly
• Ensure all front‑desk associates have clear guidelines and direction to perform their daily duties
• Report to work on time with proper uniform, including name tag; personal appearance and other grooming standards must comply with hotel standards
• Develop knowledge about frequent guests and their special requests and needs; ensure information is updated and maintained in guest profiles accordingly
• Utilise all available resources, follow up on previous shift requests and pending issues
• Each associate is expected to carry out all reasonable requests by management within their capabilities
• Be flexible according to business needs; have an excellent approach to customer service
• At all times strive to represent Marriott in the most professional, courteous manner
• Be able to perform any additional scope of duties if requested by Management

Marriott International is an equal opportunity employer. We are committed to non‑discrimination on the basis of protected characteristics, such as disability, veteran status, and any other basis covered under applicable law. We strive to build an inclusive, people‑first culture that welcomes a diverse workforce.