Manager, Front Office

Kerzner International; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

The Meydan Hotel, a Kerzner International property located in Dubai, seeks a highly experienced Front Office Manager to lead guest-facing teams, optimize room revenue, and uphold brand standards. The role requires managing daily operations, budgets, and a strong focus on service excellence.

As Manager on Duty, you will drive guest satisfaction, supervise front desk, guest relations, and related departments, and mentor staff to maintain the hotel’s prestigious guest experience while ensuring

Qualifications

• Bachelor's degree in Hotel Management required.
• Minimum 4 years of leadership experience in a Front Office role in a 5-star luxury hotel; Middle East experience preferred.
• Hands-on expertise with Property Management Systems (PMS), hotel management software, and POS tools.
• Demonstrated ability to deliver proactive, personalized service and manage high-volume operations.

Responsibilities

• Manage daily Front Office operations across Guest Relations, Concierge, Bell Services and Telephone Operators.
• Act as Manager on Duty and primary escalation point for guest inquiries and issues.
• Drive upselling, room upgrades and premium sales; monitor ADR, RevPAR and occupancy; coordinate with Revenue Management.
• Oversee budgeting, cash handling, and P&L to ensure profitability.
• Hire, coach, and schedule staff; conduct performance reviews and training; maintain a service-driven culture.
• Ensure fire, life safety procedures are followed and staff are trained for emergencies.

Skills

Leadership

Guest service

Communication

Team management

Education

Bachelor's degree in Hotel Management

Tools

PMS

POS systems

Hotel software

Job description

Situated at the heart of Dubai's world-renowned Meydan Racecourse, The Meydan Hotel offers an elevated hospitality experience where contemporary luxury meets dynamic energy. Overlookingone ofthe world's most iconic horse racing destinations, our hoteloffersexceptional culinary experiences, spacious rooms with panoramic views, and seamless service to create unforgettable moments for every guest. Whether welcoming leisure travellers, business delegates, or racing enthusiasts, we are driven by a passion to deliver personalised, heartfelt hospitality and to exceed expectations at every turn.

Job Summary

The Manager, Front Office Manager at The Meydan Hotel is responsible for delivering exceptional guest experiences while optimizing room revenue, managing departmental budgets, and driving brand and quality standards. Serving as a key leader and Manager on Duty, the role ensures smooth daily coordination across departments, fosters team development, and maintains high standards of service, safety, and operational excellence.

Key Responsibilities

• Manage daily operations for Front Office, Guest Relations, Concierge, Bell Services, and Telephone Operators to maintain consistently high service standards.
• Serve as the primary point of escalation for guest inquiries and concerns, applying effective service recovery to ensure maximum guest satisfaction.
• Deliver personalized service for VIP, repeat, and loyalty guests, maintain active presence during peak hours, resolve guest concerns promptly, monitor online feedback, and consistently enforce LQA and brand standards.
• Drive upselling, room upgrades, and premium sales; track key performance metrics (ADR, RevPAR, Occupancy); optimize inventory and overbooking with Revenue Management; and minimize revenue leakage, no-shows, and cancellations.
• Manage daily Front Office operations, serve as Manager on Duty, coordinate group and VIP arrivals, ensure special requests are met, and work closely with Housekeeping and executive management to streamline service delivery.
• Oversee operating expenses, purchasing, budget planning, cash handling, and P&L monitoring to ensure profitability.
• Hire, coach, and schedule staff for optimal coverage; conduct performance reviews; identify training needs; hold monthly team meetings; and maintain a supportive, service-driven culture.
• Lead, support, and supervise front-of-house colleagues to foster a welcoming environment and deliver seamless, efficient service throughout the guest journey.
• Ensure full adherence to fire, life, and safety procedures, train staff on emergency protocols, and serve as an active member of the hotel emergency response team.

Skills, Experience & Educational Requirements

• Bachelor's degree or diploma in Hotel Management (or equivalent qualification)
• Minimum 4 years of proven leadership experience in a similar Front Office management role within a 5-star luxury hotel environment; prior Middle East/GCC hospitality experience is essential.
• Hands-on expertise in leading Property Management Systems (PMS), hotel management software, and Point of Sale (POS) tools.
• Passionate about delivering proactive, anticipatory service - ensuring guest requests are greeted warm-heartedly, owned, and resolved with zero-refusal ("never say no") service standards.
• Demonstrated ability to manage high-volume daily operations, multitask under pressure, and remain calm, level-headed, and decisive during emergency situations.
• Exceptional interpersonal skills that foster a collaborative, positive, and energy-driven work culture with colleagues and guests alike.

Our company is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, innovative, inclusive, and inspiring in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.