Front Office Manager

SOFITEL; Ras Al Khaimah; On-site; AED 20,000 - 35,000; Full time

Job summary

SOFITEL in Ras Al Khaimah, United Arab Emirates, seeks an experienced Front Office Manager to lead our front office team, overseeing desk, concierge, bell services, and guest services to deliver exceptional guest experiences.

You will drive service quality, monitor feedback, and coordinate with revenue management and other departments to optimize guest satisfaction and business performance. Strong leadership, communication, and financial acumen are essential for this role.

Qualifications

• Minimum leadership experience in front office within hospitality (hotel, resort, or luxury).
• Proven ability to coach and develop high performing teams.
• Strong communication and guest recovery skills.
• Budget management and financial acumen required.
• Excellent organizational and time‑management skills.
• Willingness to work flexible schedules including weekends/holidays.

Responsibilities

• Oversee daily front office operations (front desk, concierge, bell services, guest services).
• Drive service quality, guest satisfaction, and revenue optimization.
• Monitor feedback, resolve issues promptly, and implement service recovery actions.
• Collaborate on revenue management initiatives and inter-department coordination.
• Manage labor costs, scheduling, and payroll in line with budget.
• Support recruitment, onboarding, performance management, and succession planning.
• Ensure training programs and service standards across all shifts.
• Uphold company health, safety, and regulatory standards.

Skills

Leadership experience

Communication skills

Conflict resolution

Budget management

Organizational skills

Flexibility for weekends/holidays

Health and safety knowledge

Staff scheduling

PMS & reservations software

Education

Hospitality management certification

Tools

PMS & reservations software

Job description

We are seeking an experienced and dynamic Front Office Manager to join our hospitality team in Ras Al-Khaimah United Arab Emirates In this pivotal leadership role you will oversee all front-facing operations and lead a dedicated team to deliver exceptional guest experiences while maintaining operational excellence Reporting to senior management you will be responsible for driving service quality team performance and revenue optimization across all front office functions Your leadership strategic vision and commitment to hospitality excellence will be instrumental in creating a welcoming environment where guests feel valued and colleagues are empowered to succeed Lead mentor coach and develop front office team members fostering a culture of accountability engagement and service excellenceOversee daily front office operations including front desk concierge bell services and guest services to ensure seamless service delivery and adherence to organizational standardsChampion a consistently professional warm and personalized guest experience by resolving concerns promptly and effectivelyMonitor and analyze guest feedback service recovery opportunities and operational trends to continuously enhance the guest experience and identify improvement areasManage room revenue performance by collaborating on revenue strategy discussions and supporting the implementation of revenue management initiativesFoster strong collaboration and communication across all resort departments to ensure coordinated and efficient service deliveryBalance operational financial and people-focused objectives through effective management of guest satisfaction colleague engagement and business performance metricsIdentify opportunities for process improvement and innovation encouraging team participation and continuous operational enhancementManage labor costs scheduling and departmental payroll in alignment with budgeted goals while maintaining service quality standardsSupport recruitment onboarding performance management and succession planning initiatives for front office team membersEnsure department training programs are maintained and service standards are consistently executed across all shiftsEnsure compliance with all company policies procedures health and safety standards and local regulations maintaining a safe and productive work environmentDemonstrate flexibility and resilience in managing operational challenges and adapting to changing business needsPerform additional duties and responsibilities as assigned by senior management

Required Qualifications:

• Previous leadership experience in front office operations within a hotel, resort, or luxury hospitality environment
• Proven ability to lead, coach, and develop high-performing teams with demonstrated results
• Strong communication, interpersonal, and conflict resolution skills
• Excellent service recovery and problem-solving abilities
• Demonstrated expertise in budget management and financial acumen
• Strong organizational and time management skills with meticulous attention to detail
• Ability to work a flexible schedule, including weekends and holidays as required
• Knowledge of health and safety compliance standards and best practices
• Proficiency in staff scheduling and labor management
• Proficiency with property management systems and reservation software
• Ability to maintain professional composure and make decisive decisions under pressure

Preferred Qualifications:

• Experience with revenue management strategies and implementation
• Demonstrated track record of process improvement and innovation initiatives
• Familiarity with luxury hospitality brand standards and service protocols
• Background in guest experience management and satisfaction optimization
• Experience managing multi-departmental coordination and cross-functional projects
• Certification in hospitality management or related field
• Multilingual capabilities, particularly Russian or Arabic and English

Essential Attributes:

• Commitment to fostering an inclusive environment where every individual feels valued and respected
• Ability to empower and support colleagues while recognizing their contributions
• Drive to achieve exceptional results and maintain high performance standards
• Resilience and adaptability in a dynamic hospitality environment
• Transparent and ethical approach to leadership and decision-making
• Customer-focused mindset with genuine empathy for guest and team member needs