Luxury Front Office Manager – Guest Experience Lead

Mövenpick Hotels & Resorts; Ras Al Khaimah; On-site; AED 220,000 - 340,000; Full time

Benefits offered by this job

Benefit card

Academy programs

Talent development

CSR activities

Job summary

Mövenpick Resort Al Marjan Island in Ras Al Khaimah is seeking a Front Office Manager to lead guest services at a 5-star luxury resort. You will oversee the Front Office operations, drive exceptional guest journeys, and set new standards of service across the team.

The role requires at least 5 years in Front Office, including leadership, and strong knowledge of Opera systems. You will collaborate with Housekeeping, Reservations, Revenue, and other departments to deliver seamless experiences for

Qualifications

• Minimum 5 years' progressive Front Office/Rooms experience, including at least 2 years in a Front Office management or equivalent leadership role, preferably within an internationally branded upscale or luxury hotel/resort.
• Proven experience leading a high-volume Front Office operation and multicultural team, ideally within a large resort or hotel environment.
• Strong working knowledge of Opera/Opera Cloud PMS, room allocation, guest profiles, billing, credit controls, reporting and Front Office operating procedures.
• A demonstrated track record of personally resolving complex guest complaints, conducting root-cause follow-up and implementing measures that prevent recurrence.
• Strong leadership capability in coaching, performance management, succession development, rostering and maintaining service standards during peak operations.
• Commercial understanding with demonstrated results in room upselling, loyalty enrolment, occupancy/ADR support and ancillary revenue generation.
• Strong experience managing VIPs, repeat guests, loyalty members, special arrivals and high-profile guest journeys.
• Confident Manager-on-Duty capability, with the judgement to lead through high occupancy, room-readiness challenges, overbooking, system disruption, emergencies and other operational pressure situations.
• Excellent English communication and interpersonal skills; additional languages, particularly those relevant to the UAE's international guest mix, are advantageous.
• A hands-on leadership style with strong attention to detail and the ability to work closely with Housekeeping, Engineering, Reservations, Revenue, Security, F&B and Finance to deliver a seamless guest journey.

Responsibilities

• Lead and oversee all Front Office operations, ensuring exceptional guest experiences and smooth day-to-day service delivery.
• Manage a high-volume hotel environment, coordinating Front Office activities to maintain efficiency, service excellence, and operational standards.
• Drive guest satisfaction by proactively resolving concerns, handling escalated guest issues, and implementing long-term solutions to prevent recurrence.
• Develop, coach, and inspire the Front Office team through training, performance management, succession planning, and continuous feedback.
• Foster a culture of personalized service by ensuring effective recognition of VIPs, repeat guests, and loyalty members through pre-arrival planning and guest preference management.
• Monitor and optimize Front Office performance, including room upselling, paid upgrades, loyalty enrolments, and other key revenue-generating initiatives.
• Ensure effective utilization of hotel systems, including Opera/Opera Cloud and other Front Office technologies, while maintaining strong controls over room inventory, billing, guest profiles, and reporting.
• Act as Manager on Duty when required, confidently leading operations during peak periods, managing guest flow, coordinating with Housekeeping and Engineering, and responding to operational challenges.
• Build strong relationships across departments to ensure seamless guest journeys and efficient communication throughout the hotel.
• Maintain the highest standards of luxury hospitality, professionalism, and service excellence in line with brand expectations.

Skills

Front Office Leadership

Opera/Opera Cloud

VIP Handling

Multilingual

Guest Service

Tools

Opera/Opera Cloud

Job description

Mövenpick Resort Al Marjan Island in Ras Al Khaimah is seeking a Front Office Manager to lead guest services at a 5-star luxury resort. You will oversee the Front Office operations, drive exceptional guest journeys, and set new standards of service across the team.

The role requires at least 5 years in Front Office, including leadership, and strong knowledge of Opera systems. You will collaborate with Housekeeping, Reservations, Revenue, and other departments to deliver seamless experiences for