Luxury Front Desk Lead: Guest Experience & Operations

Confidential; Dubai; On-site; AED 201,000 - 268,000; Full time

Job summary

Confidential, a iconic luxury hotel in Downtown Dubai, seeks a polished Front Office Supervisor to lead daily reception, concierge and guest services during peak periods. You will manage check-ins/outs, handle guest concerns, supervise a GSA team, and ensure SOP adherence, brand standards and seamless inter-department coordination with Housekeeping and Engineering.

Fluent English is essential; Arabic is a plus.

Qualifications

• 3-5 years front office experience in 5-star or ultra-luxury hotels, with at least 1 year in a supervisory capacity.
• Lead shifts in high-occupancy, luxury hotel environments.
• Strong command of Opera PMS; proficiency in MS Office and reporting tools.
• Impeccable grooming, communication and problem-solving skills; fluent English; Arabic advantageous.
• UAE/GCC experience strongly preferred; available to join soon.

Responsibilities

• Supervise shift operations across reception, concierge liaison and guest services.
• Escalate guest concerns, billing queries and room allocation issues during peak periods.
• Oversee check-in/check-out accuracy, VIP handling, early/late requests and inter-departmental coordination.
• Coach and onboard GSA team members; conduct briefings and spot-check service delivery.
• Monitor Opera PMS queues, folio integrity, cash handling and end-of-shift reconciliation.
• Support occupancy forecasting, upselling initiatives and loyalty recognition on shift.
• Maintain lost & found, key control and guest privacy protocols in line with audit requirements.
• Report daily on no-shows, walk-ins, complaints resolved and training gaps to Front Office Manager.

Skills

Front office leadership

Guest service mindset

Strong communication

Problem solving

Grooming standards

Tools

Opera PMS

MS Office

Reporting tools

Job description

Confidential, a iconic luxury hotel in Downtown Dubai, seeks a polished Front Office Supervisor to lead daily reception, concierge and guest services during peak periods. You will manage check-ins/outs, handle guest concerns, supervise a GSA team, and ensure SOP adherence, brand standards and seamless inter-department coordination with Housekeeping and Engineering.

Fluent English is essential; Arabic is a plus.