Job description
Please DO NOT APPLY if you are not currently based in the UAE!!
Key Duties and Responsibilities:
- Manage day-to-day operations of the front desk, ensuring efficient check-in/out, room allocation, and reservation coordination.
- Conduct daily shift briefings and handover reports to ensure smooth communication between shifts.
- Supervise and guide reception, security, and housekeeping staff on shift.
- Monitor queue management, ensure minimal wait times, and resolve backlogs at the reception.
- Act as the main contact point for inspections (DTCM, DSC, Dubai Municipality), ensuring all reception-related documentation and operations are compliant
- Serve as the Happiness Manager, ensuring emotional and service satisfaction for all guests.
- Personally welcome VIP guests, and manage long-stay, returning, or sensitive guests.
- Monitor guest mood, staff empathy levels, and interpersonal engagement at every touch point.
- Review all guest feedback from Google, Booking.com, WhatsApp, TripAdvisor, and in-person and initiate improvement actions.
- Take immediate ownership of unresolved guest matters until fully resolved and communicated back.
- Lead on-site action in case of medical incidents, fire alarms, safety breaches, or complaints.
- Coordinate with other departments to resolve operational issues without delay.
- Maintain daily quality checks of reception area cleanliness, presentation, and staff uniforms.
- Ensure all signage, furniture, guest amenities, and lighting in the reception area are functioning and presentable.
- Identify maintenance glitches and coordinate immediate resolution with the engineering team.
- Monitor security presence, camera coverage, and report incidents or service gaps.
- Train reception staff on soft skills, hospitality etiquette, conflict resolution, and guest empathy.
- Actively coach team on maintaining calm, professional demeanours during peak hours or stressful situations.
- Lead by example during high-pressure moments, visibly setting the tone of excellence.
- Participate in performance reviews, input staff KPI performance, and recommend reward/penalty suggestions.
Qualifications:
- Bachelor's degree or diploma in Hospitality Management, Hotel Administration, or a related field.
- Minimum 3-4 years’ experience in hotel reception/front office operations in the UAE
- Strong emotional intelligence, calm under pressure, and a solution-driven attitude
- Fluency in English-Additional languages are an advantage (Arabic or Russian)
- Knowledge of health, safety, and security protocols in a hospitality environment.
Technical Skills:
- Proficient in Microsoft Office Suite (Word, Excel, Outlook)
- Familiarity with booking systems, check-in/check-out procedures, and concierge services.
- Familiar with hospitality platforms (PMS, booking engines, CRM)
- Comfortable with mobile platforms (WhatsApp, review monitoring, internal chat groups)
Skills & Competencies:
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficient in front office systems (e.g., Opera, PMS systems).
- Solid problem-solving and conflict resolution skills.
- Ability to remain calm and professional under pressure.
- High level of customer service orientation.
- Strong organizational and multitasking abilities.
Job Types: Full-time, Permanent, Contract
Contract length: 24 months
Pay: AED4,000.00 - AED5,000.00 per month
Education:
- Bachelor's (Required)
Experience:
- Hospitality Management: 4 years (Required)
- Hotel Administration: 4 years (Required)
Language:
- English (Required)
- Arabic (Preferred)
- Russian (Preferred)
Location:
- Dubai (Required)
الإبلاغ عن وظيفة
