Front Office Manager

Position Summary

Guest Experience & Service Excellenc

• eDeliver 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 Operatio

• nsManage the daily operations of Front Desk, Guest Relations, Concierge, Bell Desk, Valet coordination and Lobby Service
• s.Ensure smooth room allocation, room status management and coordination with Housekeeping and Engineerin
• g.Monitor room inventory, upgrades, VIP arrivals, early arrivals, late departures and special request
• s.Ensure all Front Office procedures comply with Marriott standards and local regulation
• s.Maintain efficient check-in and check-out processes while delivering exceptional guest engagemen
• t.Ensure accurate cashiering procedures and daily financial reconciliation
• s.

Leadership & Team Managem

• entLead, coach, mentor and develop the Front Office team to achieve outstanding performan
• ce.Conduct regular departmental meetings, daily briefings and performance revie
• ws.Develop succession plans and identify future leadership tale
• nt.Promote employee engagement, teamwork and a positive workplace cultu
• re.Ensure compliance with company policies, grooming standards and service excellence expectatio
• ns.Manage staffing schedules to ensure optimum productivity and service delive
• ry.

Financial & Commercial Perform

• anceSupport revenue optimisation through effective room inventory management and upselling initiati
• ves.Drive room upgrade revenue and ancillary revenue opportunit
• ies.Monitor departmental expenses and labour productiv
• ity.Analyse operational reports and implement improvements to maximise efficie
• ncy.Collaborate with the Revenue, Sales and Reservations teams to optimise occupancy and guest satisfact
• ion.

Vip & Guest Rela

• tionsPersonally oversee VIP arrivals, long-stay guests, repeat guests and Marriott Bonvoy Elite Mem
• bers.Ensure personalised recognition and tailored guest experie
• nces.Coordinate special occasions, celebrations and guest prefere
• nces.Build lasting guest relationships that encourage loyalty and repeat busi
• ness.

Quality Assurance & Comp

• lianceEnsure compliance with Marriott Brand Standards and EDITION service philo
• sophy.Maintain all Front Office SOPs and operational proce
• dures.Conduct regular quality audits and identify opportunities for improv
• ement.Ensure compliance with health, safety, security and emergency proce
• dures.Maintain confidentiality of guest information and hotel opera
• tions.

Cross-Functional Collab

• orationWork closely with Housekeeping, Engineering, Security, Food & Beverage, Sales, Reservations, Finance and Revenue depar
• tments.Participate in daily operations meetings and commercial strategy me
• etings.Ensure effective communication across all hotel departments to enhance the guest j
• ourney.

Reporting & Performance

• AnalysisMonitor and analyse key operational metrics, in
• cluding:Guest Satisfacti
• on (GSS)Marriott Guest Voic
• e ScoresCheck-in and Check-out Ef
• ficiencyUpselling Per
• formanceRoom R
• eadinessService Recovery
• MetricsLabor Prod
• uctivityPrepare daily, weekly and monthly operational
• reports.Present recommendations for operational improvements to Executive Man
• agement.

Quali

• ficationsBachelor's Degree in Hospitality Management, Hotel Administration, Business Management or a relat
• ed field.Professional hospitality certifications are an a
• dvantage.

Experience Re

• quirementsMinimum 7–10 years of progressive Front Office experience within luxu
• ry hotels.At least 3–5 years as a Front Office Manager or Assistant Front Office Manager in an internationally recognised lux
• ury 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.