Regional Front Desk Leader: Customer Experience & Sales

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

Job summary

Melodica is seeking a Lead Front Desk to oversee customer service, lesson administration and front desk sales across a network of branches in Dubai. You will lead by example with regular site visits and performance reviews to align standards and drive enrolment and retention.

The role requires experience managing multi-branch front desk teams, a valid UAE driving license and willingness to travel between branches.

Qualifications

• Experience managing front desk or customer-service teams, preferably in hospitality or a comparable service-led business.
• Experience overseeing multiple locations or supervising teams across a branch network.
• Evidence of improving sales or renewals alongside customer-service standards and operational accuracy.
• Valid UAE driving licence and willingness to travel regularly between assigned branches.

Responsibilities

• Oversee Front Desk teams across assigned branches, maintaining visible leadership through regular site visits and structured reviews.
• Translate business priorities into branch sales, renewal and service objectives; review results and agree corrective actions.
• Coach teams in enquiry conversion, package recommendations, renewals, product sales and complaint handling.
• Audit scheduling, booking accuracy, customer records, payment processes, handovers and reception presentation; resolve gaps and follow up.
• Work with academy managers to address scheduling constraints, missed lessons and customer concerns that affect retention.
• Manage escalated complaints within authority, ensuring clear ownership, timely resolution and learning from recurring issues.
• Plan front desk staffing and shift coverage with relevant managers; support recruitment, onboarding and performance development.
• Enforce service, grooming and operating standards consistently; identify improvements and report branch performance and risks.

Skills

Front desk management

Customer service leadership

Job description

Melodica is seeking a Lead Front Desk to oversee customer service, lesson administration and front desk sales across a network of branches in Dubai. You will lead by example with regular site visits and performance reviews to align standards and drive enrolment and retention.

The role requires experience managing multi-branch front desk teams, a valid UAE driving license and willingness to travel between branches.