Front Office Manager

Company Description

Discover the warm hospitality of Sofitel Dubai The Palm, a luxurious 5-star beachfront resort nested on the East Crescent of the renowned Palm Jumeirah.

Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.

With  touches of French elegance interlaced throughout the resort, we invite guests to enjoy an environment “Where life lives” and indulge in excellence.

The resort comprises of 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L’Occitane, Fitness Centre, Kids Club and offers a large variety of dining options with 7 restaurants, 5 bars, and lounges.

Job Description

• Oversee all Front Office operations, including Reception, Bell Desk, Concierge, Guest Relations, and Communications Center.
• Personally supervise Front Office areas in the absence of the respective supervisor, ensuring hotel standards and procedures are consistently followed.
• Ensure adequate staffing and supervision across all Front Office sections at all times.
• Approve requisitions and maintain appropriate stock levels for smooth operations.
• Maintain a visible presence in the reception or lobby during check-in/out and events; engage with guests and fulfill a Public Relations role.
• Guarantee a warm welcome for all guests and ensure their stay is marked by exceptional personal service.
• Uphold guest privacy and maintain strict confidentiality of information.
• Represent Management when addressing guest complaints or support Front Office team members in resolving issues.
• Handle guest complaints professionally, resolve them satisfactorily, and record incidents appropriately.
• Escalate serious issues to the Director of Rooms or Hotel Manager when necessary.
• Be fully informed of and report all guest feedback and complaints.
• Ensure accurate maintenance of Guest History records and pre-registration of recurring guests.
• Oversee accurate and timely updates of arrival lists, transportation scheduling, and room blocks according to guest preferences.
• Ensure special room set-ups are reflected in the PMS and communicated to Housekeeping and other departments.
• Ensure compliance with all CID and local government regulations for guest documentation.
• Implement and monitor Focus procedures and other financial/audit protocols.
• Be aware of all VIP guests in-house or arriving.
• Review Night Audit reports daily for Front Office-related matters.
• Update departure lists, monitor check-out times, and coordinate transportation as needed.
• Provide operational support whenever necessary and suggest improvements to address inefficiencies.
• Ensure proper use and understanding of all systems and equipment; maintain comprehensive knowledge of property management setups.
• Enforce strict control of room and section keys.
• Implement and regularly review daily checklists.
• Assist in finding alternate accommodation for guests in case of overbooking.
• Prepare forecasts and statistical reports as required.
• Adhere to agreed schedules, terms, and deadlines.
• Ensure all ambassadors are informed about outlet timings and actively promote internal events and activities.
• Keep ambassadors updated with administrative, operational, and organizational changes or news.
• Stay informed about competitor offerings and rates.
• Conduct regular room inspections and coordinate with Housekeeping on non-standard set-ups.
• Work with Housekeeping on scheduling rooms for maintenance.
• Collaborate closely with Sales, Revenue, and Reservations teams on rate management strategies.
• Lead daily briefings with Front Office section heads to review tasks and activities.
• Attend interdepartmental meetings to foster collaboration and review standards and procedures.
• Share daily operational highlights with the Director of Rooms, including guest feedback and opportunities.
• Support the Director of Rooms in administrative duties and assume responsibilities in their absence.
• Entertain regular and potential clients to maintain strong relationships.
• Promote Accor loyalty programs and foster long-term guest relationships.
• Act as an ambassador for the Front Office and hotel, both on and off duty.
• Uphold exceptional standards of cleanliness and maintenance across all areas and staff responsibilities.
• Enforce proper telephone etiquette in accordance with Sofitel standards.
• Personally escort guests rather than giving directions.
• Conduct interviews and assist in onboarding of new ambassadors in collaboration with Talent & Culture.
• Foster a high-morale, positive work environment among ambassadors.
• Conduct ambassador evaluations, encourage motivation and performance, and contribute to retention and satisfaction initiatives.
• Ensure timely delivery and attendance of training programs and refresher courses.
• Perform any other reasonable duties assigned by the Director of Rooms.

Qualifications

• Proven experience as a Front Office Manager in a luxury hospitality environment
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Advanced problem-solving and decision-making skills
• Proficiency in Property Management Systems (PMS) and Microsoft Office applications
• Solid understanding of luxury hospitality standards and best practices
• Financial management and budgeting expertise
• Highly organized with strong attention to detail
• Ability to work flexibly in a fast-paced environment
• Bachelor's degree in Hospitality Management or related field (preferred)
• Fluency in English; knowledge of other languages is a plus
• Demonstrated ability to drive guest satisfaction and operational excellence