One of the % Star Hotel in Dubai, United Arab Emirates is seeking a highly experienced and service-driven Director of Front Office Operations to lead our front office team in delivering seamless guest experiences. This leadership role is pivotal in ensuring the efficient and personalized operation of the Front Desk, Guest Services, Concierge, Bell Desk, and Call Center departments.
The ideal candidate must have proven experience in managing large-scale front office operations in a luxury hotel or resort with 400+ rooms. They should possess a strong background in team leadership, service excellence, and operational strategy within high-volume environments. This role requires a hands‑on leader who is both guest‑centric and performance‑driven.
Key Responsibilities
* Oversee and manage all front office operations including Front Desk, Guest Relations, Concierge, Bell Desk, and Call Center.
* Lead a team of front office professionals to deliver exceptional service while maintaining brand and Forbes standards.
* Ensure efficient check‑in/check‑out procedures, accurate billing, and prompt guest service resolution.
* Collaborate closely with other departments to ensure guest needs are met with seamless coordination.
* Drive guest satisfaction and loyalty by proactively addressing service gaps and elevating the overall guest journey.
* Analyze daily operations, occupancy trends, and room availability to optimize room allocations and inventory.
* Prepare and manage departmental budgets, forecasts, and financial performance indicators.
* Implement effective training, coaching, and development plans to enhance team performance and engagement.
* Conduct regular operational audits and ensure compliance with all health, safety, and data privacy policies.
* Handle VIP and high‑profile guest stays with personalized attention and service.
* Act as a key liaison during emergency situations, guest escalations, or service recovery scenarios.
* Ensure the consistent application of brand policies, procedures, and service delivery standards.
* Use guest feedback tools (e.g., Medallia, TrustYou, ReviewPro) to drive performance improvement and guest loyalty.
Requirements
* Minimum of 7–10 years of progressive experience in front office management, with at least 3 years in a senior leadership role.
* Must have prior experience in a luxury hotel or resort with 400+ guest rooms.
* Strong understanding of front office systems (e.g., Opera PMS), room inventory control, and guest service technologies.
* Demonstrated ability to lead large teams in a high‑volume, fast‑paced environment.
* Exceptional interpersonal, communication, and organizational skills.
* In‑depth knowledge of service excellence frameworks, such as Forbes or LQA.
* Strong financial acumen and ability to manage departmental budgets and forecasts.
* High attention to detail, guest‑focused mindset, and hands‑on leadership style.
* Flexibility to work evenings, weekends, and holidays as required by hotel operations.
What We Offer
* A leadership opportunity with one of the region’s most prestigious properties.
* A collaborative and people‑first work environment.
* Competitive salary and benefits package.
* Opportunities for career advancement and professional development.
Seniority level
* Director
Employment type
* Full‑time
Job function
* Other
Industries
* Hospitality
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