Luxury Front Office Leader - VIP Guest Experience & Ops

PULLMAN; Ras Al Khaimah; On-site; AED 240,000 - 360,000; Full time

Job summary

Pullman Ras Al Khaimah is seeking an experienced Front Office Manager to lead the welcoming, personalized guest experience from arrival to departure. You will oversee the front desk, concierge, and hosting team, ensuring seamless check-in/out, guest recognition, and service consistency across shifts.

The role emphasizes coaching, performance reviews, and a people-first culture. You will collaborate with Housekeeping, Reservations and Stay Design to translate guest preferences into memorable

Qualifications

• Previous experience as a Front Office Manager or in a comparable Front Office leadership role.
• Proven track record of leading teams and delivering high standards of service in a luxury hotel environment.
• Hands-on experience with Opera Cloud is required.
• Strong expertise in VIP handling, guest recognition, complaint resolution and service recovery.
• Sound understanding of Front Office performance indicators, staffing productivity, cost control and upselling.
• Excellent leadership, communication and organizational skills, with the ability to collaborate across departments.
• A calm, solution-oriented approach and the ability to make sound decisions in a fast-paced operation.

Responsibilities

• Lead the Front Office experience, creating a welcoming, confident and personalized environment from arrival to departure.
• Ensure the team recognizes returning guests, understands their preferences, and anticipates their needs without relying solely on scripted interactions.
• Champion the three-step hosting philosophy: Recognize the guest, Read their mood and preferences, and Route them to the most relevant experience.
• Maintain a visible presence in the lobby and guest-facing areas, actively engaging with guests and supporting the team through real-time coaching.
• Create an environment where guests feel recognized rather than processed, ensuring interactions are natural, genuine and appropriately personalized.
• Oversee guest arrival, welcome amenities, luggage coordination, room orientation and departure arrangements.
• Oversee the daily operation of the welcome and hosting team, ensuring operational readiness across all shifts.
• Manage staffing levels, duty rosters, scheduling and deployment according to occupancy, arrival patterns and forecasted business levels.
• Ensure smooth check-in and check-out processes while minimizing queues, waiting times and unnecessary administrative procedures.
• Monitor room readiness and coordinate with Housekeeping and other departments to ensure timely room allocation and effective communication of room status.
• Ensure accurate guest registration, billing, cashiering, room allocation and adherence to hotel operating procedures.
• Maintain effective shift handovers, daily briefings, operational checklists and communication logs.
• Prepare for peak arrival periods, VIP movements, group arrivals and unexpected operational demands.
• Coordinate with Reservations / Stay Design to translate pre-arrival preferences into actual guest experiences.
• Lead, develop and inspire a team of hosts who embody the Pullman personality.
• Recruit and develop individuals with strong emotional intelligence, positive energy and adaptability.
• Conduct daily briefings, operational rehearsals, service coaching and performance reviews.
• Develop team members' confidence in reading guest behavior and creating memorable interactions.
• Establish clear performance expectations, accountability and consistent service standards across shifts.
• Foster a collaborative culture that delivers a seamless guest experience across departments.
• Ensure compliance with Pullman brand standards, procedures and guest safety requirements.
• Conduct regular inspections and observations across lobby, reception, concierge and arrival areas.
• Review performance, guest feedback and service recovery trends to identify opportunities for improvement.
• Drive initiatives to improve arrival efficiency, reduce waiting times and enhance hosting experience.
• Maintain the presentation and readiness of front-of-house areas with House Curator.
• Support implementation of new systems and guest solutions that simplify the guest journey.

Skills

Leadership

Communication

Organizational skills

Guest recognition

VIP handling

Tools

Opera Cloud

Job description

Pullman Ras Al Khaimah is seeking an experienced Front Office Manager to lead the welcoming, personalized guest experience from arrival to departure. You will oversee the front desk, concierge, and hosting team, ensuring seamless check-in/out, guest recognition, and service consistency across shifts.

The role emphasizes coaching, performance reviews, and a people-first culture. You will collaborate with Housekeeping, Reservations and Stay Design to translate guest preferences into memorable