Front Office Manager – Luxury Hospitality (Downtown Dubai)

Confidential; Dubai; On-site; AED 320,000 - 420,000; Full time

Job summary

Confidential in Downtown Dubai seeks an experienced Front Office Manager to lead the front desk, concierge, and related services in a luxury 5-star hotel.

You will drive guest satisfaction, oversee PMS usage, and mentor a high-performing team while collaborating with Housekeeping, Maintenance and F&B to ensure seamless guest journeys.

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• 5–7 years Front Office experience in luxury or 5-star hotels.
• Experience in supervisory/managerial roles.
• Proficiency with PMS platforms (Opera Cloud, Mews, Cloudbeds).

Responsibilities

• Oversee daily front office operations to meet brand standards.
• Lead, train and develop front office staff.
• Drive guest satisfaction and handle escalations.
• Collaborate with Housekeeping, Maintenance and F&B.
• Manage upselling and revenue opportunities.

Skills

Leadership

PMS proficiency

Guest service orientation

Team leadership

Education

Bachelor's degree in Hospitality Management

Business Administration

Tools

Opera Cloud

Mews

Cloudbeds

Job description

About the Role

We are seeking an experienced and service-oriented Front Office Manager to lead the front-of-house operations for one of our luxury hotels in the heart of Downtown Dubai. This role is pivotal in delivering seamless guest experiences, driving operational excellence, and leading a high-performing team within a dynamic 5-star environment.

The ideal candidate will possess strong leadership capabilities, deep expertise in PMS systems, and a passion for creating memorable first and last impressions for discerning guests.

Key Responsibilities

• Operational Leadership: Oversee daily front office operations including reception, concierge, bell desk, and switchboard to ensure alignment with brand standards and service protocols.
• Guest Experience Excellence: Proactively manage guest interactions, resolve complex issues, and implement initiatives that enhance satisfaction scores (GSS/NPS).
• Team Development: Recruit, train, mentor, and evaluate front office staff; foster a culture of accountability, professionalism, and continuous improvement.
• Revenue & Upselling: Drive revenue through effective upselling strategies, room classification management, and collaboration with Sales & Marketing teams.
• System Proficiency: Ensure accurate utilization of Property Management Systems (PMS), key card systems, and other hospitality software; oversee night audit processes if applicable.
• Cross-Functional Collaboration: Work closely with Housekeeping, Maintenance, and Food & Beverage departments to ensure smooth handovers and exceptional guest journeys.
• Compliance & Safety: Maintain strict adherence to health, safety, security, and data privacy regulations within the lobby and public areas.

Candidate Profile

• Experience: Minimum 5–7 years of progressive experience in Front Office roles within luxury or 5-star hotel environments, with at least 2 years in a supervisory or managerial capacity.
• Education: Bachelor’s degree in Hospitality Management, Business Administration, or related field.
• Technical Skills: Proficiency in industry-standard PMS platforms (e.g., Opera Cloud, Mews, Cloudbeds); strong knowledge of check-in/out procedures, reservations, and billing.
• Language Skills: Excellent command of English (written and spoken); additional languages (Arabic, Russian, Chinese) are a strong advantage.
• Soft Skills: Strong leadership presence, emotional intelligence, problem-solving abilities, and a polished professional demeanor suitable for a high-profile location.
• Availability: Immediate availability preferred.

Why Join Us?

• Opportunity to work with a globally recognized luxury hospitality group.
• Competitive salary package with comprehensive benefits.
• Career development opportunities within a growing portfolio of iconic destinations.
• Vibrant workplace culture focused on innovation, diversity, and guest-centricity.