Front Office Manager

Position Summary

Guest Experience & Service Excellence

• Deliver exceptional, personalised guest experiences that exceed luxury hospitality expectations.
• Ensure seamless arrival, departure and in-house guest experiences.
• Resolve guest concerns promptly and professionally, ensuring complete guest satisfaction.
• Maintain high visibility in the lobby and public areas, engaging with guests and anticipating their needs.
• Foster a culture of genuine hospitality and personalised service throughout the Front Office team.
• Monitor guest feedback, online reviews and satisfaction scores, implementing continuous service improvements.

Front Office Operations

• Manage the daily operations of Front Desk, Guest Relations, Concierge, Bell Desk, Valet coordination and Lobby Services.
• Ensure smooth room allocation, room status management and coordination with Housekeeping and Engineering.
• Monitor room inventory, upgrades, VIP arrivals, early arrivals, late departures and special requests.
• Ensure all Front Office procedures comply with Marriott standards and local regulations.
• Maintain efficient check-in and check-out processes while delivering exceptional guest engagement.
• Ensure accurate cashiering procedures and daily financial reconciliations.

Leadership & Team Management

• Lead, coach, mentor and develop the Front Office team to achieve outstanding performance.
• Conduct regular departmental meetings, daily briefings and performance reviews.
• Develop succession plans and identify future leadership talent.
• Promote employee engagement, teamwork and a positive workplace culture.
• Ensure compliance with company policies, grooming standards and service excellence expectations.
• Manage staffing schedules to ensure optimum productivity and service delivery.

Financial & Commercial Performance

• Support revenue optimisation through effective room inventory management and upselling initiatives.
• Drive room upgrade revenue and ancillary revenue opportunities.
• Monitor departmental expenses and labour productivity.
• Analyse operational reports and implement improvements to maximise efficiency.
• Collaborate with the Revenue, Sales and Reservations teams to optimise occupancy and guest satisfaction.

Vip & Guest Relations

• Personally oversee VIP arrivals, long-stay guests, repeat guests and Marriott Bonvoy Elite Members.
• Ensure personalised recognition and tailored guest experiences.
• Coordinate special occasions, celebrations and guest preferences.
• Build lasting guest relationships that encourage loyalty and repeat business.

Quality Assurance & Compliance

• Ensure compliance with Marriott Brand Standards and EDITION service philosophy.
• Maintain all Front Office SOPs and operational procedures.
• Conduct regular quality audits and identify opportunities for improvement.
• Ensure compliance with health, safety, security and emergency procedures.
• Maintain confidentiality of guest information and hotel operations.

Cross-Functional Collaboration

• Work closely with Housekeeping, Engineering, Security, Food & Beverage, Sales, Reservations, Finance and Revenue departments.
• Participate in daily operations meetings and commercial strategy meetings.
• Ensure effective communication across all hotel departments to enhance the guest journey.

Reporting & Performance Analysis

• Monitor and analyse key operational metrics, including:

• Marriott Guest Voice Scores

• Check-in and Check-out Efficiency
• Upselling Performance
• Room Readiness

• Service Recovery Metrics

• Labor Productivity
• Prepare daily, weekly and monthly operational reports.
• Present recommendations for operational improvements to Executive Management.

Qualifications

• Bachelor's Degree in Hospitality Management, Hotel Administration, Business Management or a related field.
• Professional hospitality certifications are an advantage.

Experience Requirements

• Minimum 7–10 years of progressive Front Office experience within luxury hotels.
• At least 3–5 years as a Front Office Manager or Assistant Front Office Manager in an internationally recognised luxury hotel.
• Experience with lifestyle luxury hotel brands is highly preferred.
• Previous UAE/GCC hospitality experience is highly desirable.
• Marriott luxury brand experience is strongly preferred.