Luxury Front Office Manager: Guest Experience Lead

Ennismore; Dubai; On-site; AED 312,000 - 491,000; Full time

Job summary

Banyan Tree Dubai is seeking a Front Office Manager to lead all front office operations, ensuring seamless guest experiences across reception, concierge, guest services and reservations.

The ideal candidate has at least 5 years in luxury front office, with 2 years in a supervisory role, strong knowledge of Opera PMS, and a proven ability to coach teams and drive revenue while upholding Banyan Tree standards.

Qualifications

• Minimum 5 years’ experience in front office operations within luxury hotels/resorts, with at least 2 years in a supervisory/managerial role.
• Strong understanding of hospitality front office systems (e.g., Opera or similar PMS).
• Proven track record in guest-centric leadership and team development.
• Exceptional guest service orientation with strong problem-solving skills.
• Outstanding communication and interpersonal skills.
• Ability to lead, motivate, and develop a high-performing team.
• Commercial awareness with a focus on driving revenue and operational results.

Responsibilities

• Lead and manage daily front office operations, including reception, arrivals/departures, guest services, and concierge.
• Ensure a warm, efficient, and personalised welcome for every guest in line with Banyan Tree service standards.
• Monitor and enhance service delivery by anticipating, responding to, and exceeding guest expectations.
• Handle guest feedback and resolve escalations in a timely and professional manner.
• Supervise, coach, and mentor front office team members to deliver exceptional guest service.
• Conduct regular team briefings, performance reviews, and training.
• Foster a positive, collaborative, and guest-centric work environment.
• Work closely with Revenue Management and Reservations to optimise room occupancy and rate performance.
• Maximise upselling opportunities and contribute to revenue initiatives through front office interactions.

Skills

Front office operations

Leadership & supervision

Guest service orientation

Communication & interpersonal skills

Team development

Commercial awareness

Tools

Opera PMS

Job description

Banyan Tree Dubai is seeking a Front Office Manager to lead all front office operations, ensuring seamless guest experiences across reception, concierge, guest services and reservations.

The ideal candidate has at least 5 years in luxury front office, with 2 years in a supervisory role, strong knowledge of Opera PMS, and a proven ability to coach teams and drive revenue while upholding Banyan Tree standards.