Front Office Manager

InterContinental Hotels Group; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A global hospitality leader is seeking a Front Office Manager for their newly opened hotel in Dubai. The role involves managing daily operations, ensuring exceptional service delivery, and fostering a positive work environment. Ideal candidates will have previous experience in leadership roles and skills in guest satisfaction analysis. Join this team dedicated to creating memorable guest experiences and enjoying competitive salary and benefits.

Benefits

Competitive salary

Benefits

Qualifications

• Experience in a leadership role within Front Office or Guest Services.
• Strong knowledge of guest satisfaction analysis and measurement tools.
• Ability to manage high guest volumes while maintaining personalized service.

Responsibilities

• Manage daily operations for exceptional service delivery.
• Support overall property performance and strategic objectives.
• Analyze Guest Love Scores and guest feedback for improvement.
• Resolve guest and colleague concerns professionally.
• Work with other departments for a seamless guest experience.

Skills

Leadership

Communication

Problem-solving

Guest satisfaction analysis

Guest service management

Tools

Hotel PMS (OPERA)

Job description

FRONT OFFICE MANAGER

Travel is a journey. At Holiday Inn, we help make it a joy.

Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. We thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So, if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn® family.

The Holiday Inn & Staybridge Suites Dubai Business Bay, a newly opened cluster of hotels, is looking for an experienced Front Office Manager to join their extraordinary team! Conveniently located in the heart of Dubai’s Business Bay area, home of the Burj Khalifa! Minutes away from The Dubai mall, renowned Jumeirah Beach, and with convenient access to all of Dubai’s world leading tourist attractions. The Holiday Inn & Staybridge Suites Dubai Business Bay includes 275 hotel rooms as well as 120 studios, one and two-bedroom apartments, convenient F&B offerings & meeting and events facilities.

YOUR DAY TO DAY

• Oversee and manage daily operations to ensure exceptional service delivery, adherence to brand standards, and consistent guest satisfaction.
• Work closely with and report directly to the General Manager and Operations Manager, supporting overall property performance and strategic objectives.
• Review and analyse Guest Love Scores and guest feedback, taking proactive actions to drive improvement in line with IHG brand standards.
• Address and resolve guest and colleague concerns, conflicts, and complaints in a professional and timely manner.
• Manage workforce planning and scheduling to meet service requirements while aligning with financial targets.
• Foster effective communication within the team to ensure alignment with business goals, performance standards, and operational updates.
• Monitor departmental performance against property financial targets, taking proactive steps to achieve or surpass set goals.
• Build and maintain a positive, collaborative work environment that encourages teamwork and mutual respect.
• Provide hands‑on support in guest interaction and problem resolution to uphold guest satisfaction levels.
• Support the professional development of team members through coaching, mentoring, and skills enhancement.
• Encourage employee input, maintain an open‑door culture, and utilise colleague feedback to improve engagement and workplace experience.
• Work collaboratively with Housekeeping, Food & Beverage, and other operational departments to ensure a smooth and seamless guest experience.

WHAT WE NEED FROM YOU

Ideally, you’ll have some or all of the following competencies and experience we’re looking for:

• Previous experience in a leadership role within Front Office/Guest Services.
• Preferably with IHG brand experience.
• Strong knowledge of IHG Guest Love measurement tools and guest satisfaction analysis.
• Excellent leadership, communication, and problem‑solving skills.
• Ability to manage high guest volumes while maintaining personalized service.
• Experience with hotel PMS (OPERA preferred).

WHAT WE OFFER

We’ll reward all your hard work with competitive salary and benefits.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.

Go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.