Front Office Manager

CITYMAX- Landmark Group; Dubai; On-site; AED 240,000 - 360,000; Full time

Job summary

Citymax Hotels Landmark Group Hospitality Division seeks a strategic Front Office Manager (FOM) to lead the day-to-day operations of the Front Office at Citymax Hotel Bur Dubai, a high-volume 691-key property. You will drive guest check-in/check-out efficiency, upselling, and guest satisfaction while ensuring brand standards and local regulations are followed.

The role reports to the General Manager and collaborates with Housekeeping, Engineering, and Revenue teams to optimize occupancy,

Qualifications

• Bachelor’s Degree or Diploma in Hospitality Management, Hotel Administration, or equivalent.
• Minimum 5–7 years of progressive Front Office experience in midscale to upscale hotels.
• 2–3 years in a managerial role (Front Office Manager or Assistant Front Office Manager) within a high-inventory, fast-paced property (500+ rooms preferred).

Responsibilities

• Lead and oversee front desk operations, concierge, guest relations, luggage handling and switchboard.
• Ensure rapid, warm and accurate check-in/check-out with minimal queue times during peak arrival periods.
• Coordinate with Housekeeping/Engineering for real-time room status and turnover.
• Monitor guest feedback and implement service enhancements to drive satisfaction.
• Oversee compliance with UAE regulations and maintain data privacy and POS security.

Skills

Front Office Management

Staff Leadership

Guest Satisfaction

Upselling

Budget Control

Communication

Education

Bachelor’s/Diploma in Hospitality Management

Tools

Opera PMS

Job description

About the Company

Citymax Hotels Landmark Group Hospitality Division

About the Role

The Front Office Manager FOM is responsible for leading managing and optimizing the day-to-day operations of the Front Office department at Citymax Hotel Bur Dubai a high-volume 691-key property The role ensures that guest check-in check-out experiences are seamless efficient and welcoming while driving room upselling guest satisfaction scores operational cost efficiencies and strict adherence to Landmark Group brand standards and local UAE government regulations DTCM Dubai Police CID Employment Type Full-timeReports To General ManagerSupervises Duty Managers Front Desk Supervisors Front Office Shift Leaders Front Office Associates Concierge Bell Desk Guest Relations and Night Auditors

Responsibilities

The Front Office Manager FOM is responsible for leading managing and optimizing the day-to-day operations of the Front Office department at Citymax Hotel Bur Dubai a high-volume 691-key property The role ensures that guest check-in check-out experiences are seamless efficient and welcoming while driving room upselling guest satisfaction scores operational cost efficiencies and strict adherence to Landmark Group brand standards and local UAE government regulations DTCM Dubai Police CID A Operational Management Guest ExperienceLead and oversee daily front desk concierge guest relations luggage handling and switchboard operations Ensure rapid warm and accurate check-in and check-out processes maintaining minimum queue times during peak group FIT arrival periods Monitor guest feedback across internal surveys and external review channels TripAdvisor Google Reviews Booking com Expedia to identify trends resolve complaints and implement service enhancements Personally manage VIP arrivals long-stay guests and complex guest escalations with empathy professionalism and decisive service recovery Coordinate daily with the Housekeeping and Engineering departments to ensure real-time room status updates rapid room turnover and resolution of maintenance issues B Revenue Generation Cost ControlCollaborate with Revenue Management and Sales to execute pricing strategies maximize Average Daily Rate ADR RevPAR and occupancy levels Drive front desk upselling programs room upgrades early check-in late check-out fees breakfast packages hotel F B amenity promotions Manage department labor and operating budgets minimizing controllable expenses stationery keycards guest supplies while optimizing roster scheduling against forecast occupancy C Regulatory Statutory Compliance UAE Dubai Enforce strict compliance with Dubai Department of Economy and Tourism DET DTCM and Dubai Police CID guest identification registration and reporting regulations Oversee accurate billing credit card pre-authorizations foreign currency transactions and petty cash reconciliation in accordance with UAE VAT laws and Landmark Group financial policies Ensure the integrity and security of guest personal data in accordance with UAE data privacy laws and company standards D System Governance Night AuditMaintain data hygiene in the Property Management System Opera PMS PMS platform ensuring accurate guest profiles rate code attachments and corporate account billing details Supervise the Night Audit function verifying end-of-day revenue reconciliation room rate audits and daily financial reporting to the Finance team E Team Leadership Training DevelopmentRecruit train mentor and evaluate Front Office team members Conduct structured daily shift briefings weekly departmental meetings and ongoing training on brand standards service etiquette grooming and upselling techniques Foster a culture of high employee engagement accountability teamwork and cross-cultural inclusivity aligned with Landmark Group values Conduct regular performance appraisals identify high-potential staff and create clear succession planning pathways F Health Safety Emergency ResponseServe as an active member of the Hotel Emergency Response Team participating in fire drills evacuation procedures and crisis management protocols Ensure full departmental compliance with health safety and security regulations at the front desk and lobby areas Key Performance Indicators KPIs Guest Satisfaction Overall Guest Satisfaction Index GSI CSAT Net Promoter Score NPS and positive online review ratings TripAdvisor OTAs Financial Revenue Department Upselling Targets achieved Upgrades Early Late Checkouts F B cross-sales Operational Efficiency Average check-in check-out wait times room allocation accuracy and billing dispute rates Compliance 100 adherence to DTCM Dubai Police CID logging guidelines and audit scores People Team Departmental turnover rate employee satisfaction pulse scores and training hours completion QualificationsEducation: Bachelor’s Degree or Diploma in Hospitality Management, Hotel Administration, Business Administration, or equivalent.Experience: Minimum 5–7 years of progressive Front Office experience in midscale to upscale business/leisure hotels..Minimum 2–3 years in a managerial role (Front Office Manager or Assistant Front Office Manager) within a high-inventory, fast-paced property (500+ rooms preferred).Direct working experience within the Dubai/UAE hospitality market is strongly preferred.