Front Office Manager

Hilton Worldwide, Inc.; Dubai International Financial Centre; On-site; AED 120,000 - 150,000; Full time

Job summary

A leading global hospitality company is seeking a Front Office Manager at Waldorf Astoria Dubai International Financial Centre. This role oversees all operations within the Front Office department, ensuring exceptional guest experiences in line with luxury standards. Key responsibilities include managing guest feedback, leading the team, and achieving revenue objectives. Ideal candidates have previous experience in luxury hotels, strong leadership skills, and knowledge of Forbes Standards. The position is full-time, based in Dubai.

Qualifications

• Previous experience as Front Office Manager in a luxury hotel brand.
• Solid knowledge of Forbes Standards.
• Strong track record in maximizing guest satisfaction scores.

Responsibilities

• Oversee all Front Office operations to ensure exceptional guest experiences.
• Manage room allocations to maximize guest satisfaction.
• Inspire the team to deliver the highest standards of hospitality.

Skills

Strong leadership and communication skills

Exceptional guest service

Knowledge of Forbes Standards

Flexibility in work situations

Knowledge of local UAE market

Education

Relevant qualifications and educational background

Tools

Microsoft Word

PowerPoint

Job description

Job Description - Front Office Manager at Waldorf Astoria Dubai International Financial Centre (HOT0C99N)

The Front Office Manager oversees all operational aspects of the Front Office Department, including Front Desk, Concierge, Personal Concierge and Personal Assistant services. This role ensures a seamless guest experience that aligns with the Forbes Travel Guide Five‑Star standards. Reporting directly to the Director of Operations, the Front Office Manager is responsible for the smooth operation of the entire Front Office department, maintaining luxury guest experiences and inspiring a highly skilled team to deliver refined, personalized, and memorable services.

Job Number

HOT0C99N

Work Locations

Waldorf Astoria Dubai International Financial Centre, Dubai International Financial Centre, 74777

What Will I Be Doing?

As a Front Office Manager, you are responsible for overseeing all Front Office operations and leading the department to deliver an exceptional and personalized guest experience in line with brand standards, Forbes Travel Guide requirements, and luxury hospitality expectations. You will also be accountable for achieving revenue objectives, managing guest feedback, and driving continuous service excellence.

Responsibilities

Operational Responsibilities:

• Oversee the day‑to‑day operations of the Front Office department, including Front Desk, Concierge, Personal Concierge, Personal Assistant services, guest journey management, valet services, and traffic movement.
• Lead and manage Front Office systems, including OnQ, ensuring accuracy of check‑in and check‑out processes, reporting, KPIs, and monitoring daily arrival and departure movements.
• Manage Synergy and Kipsu platforms, ensuring all processes are followed in accordance with brand and company standards.
• Oversee all financial and transactional activities within the Front Office, ensuring compliance with internal controls and audit requirements.
• Ensure all administrative duties are completed daily, weekly, and monthly in line with company standards.
• Manage room allocations in accordance with guest preferences, profiles, and arrival times to maximize satisfaction and loyalty.
• Coordinate closely with Housekeeping and other operational departments to ensure smooth arrivals, departures, and room readiness.
• Drive performance against established targets, including Hilton Honors enrollments, upselling initiatives, and guest engagement metrics.
• Ensure clear, effective, and consistent communication between team members and leadership to support operational alignment and engagement.

People & Leadership:

• Inspire and motivate the team to consistently deliver exceptional service and the highest standards of hospitality.
• Recognize and reward strong performance by managing a team member recognition program in line with company expectations.
• Recruit Front Office team members and leaders in accordance with company policies and statutory requirements.
• Proactively address underperformance through coaching and discussions, and where necessary, initiate formal disciplinary procedures in line with HR policies.
• Ensure vacation planning is completed, regularly updated, and aligned with operational and business requirements.
• Support succession planning by setting clear KPIs, maintaining training calendars, overseeing appraisals, and providing ongoing feedback and coaching.
• Ensure all Front Office team members consistently maintain a neat, clean, and well‑groomed appearance in accordance with brand standards.

Financial Responsibilities:

• Manage the Front Office departmental financial targets and P&L, including upselling forecasts and accruals.
• Monitor and control departmental expenses to ensure alignment with approved budgets.
• Oversee all financial transactions, risk management, and audit requirements, ensuring full compliance with company policies and controls.

Commercial Responsibilities:

• Manage all incremental revenue through effective guidance and coaching on room and breakfast upselling strategies.
• Ensure the consistent promotion and recommendation of hotel facilities and services to maximize overall hotel revenue.

Qualifications

To successfully fill this role, you should maintain the following skills and characteristics:

• Previous experience as Front Office Manager in a luxury hotel brand.
• Strong leadership and communication skills with a passion for delivering exceptional guest service.
• Exceptional professional presence, supported by impeccable grooming standards.
• Solid knowledge of Forbes Standards.
• Flexibility to respond to a range of different work situations.
• Solid track record in maximizing guest satisfaction scores.
• Strong knowledge of the local UAE market.
• Proficiency with computers and computer programs, including Microsoft Word and PowerPoint.
• Relevant qualifications and educational background.
• Previous experience in the UAE.
• Experience working with Forbes Standards.
• It would be advantageous to demonstrate the following capabilities and distinctions.

What Will It Be Like to Work for Waldorf Astoria Hotels & Resorts?

Waldorf Astoria provides guests with an exceptional environment and the personalized attention of True Waldorf Service that creates a singular experience. If you understand the value of personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may just be the person we are looking for.

Schedule

Full‑time

Brand: Waldorf Astoria Hotels & Resorts

Job Function

Guest Services, Operations, and Front Office