Front Office Manager

November 29, 2020


Passionate about guest interaction? As a Front Office Manager, you will lead your team to create unforgettable experiences for our guests.

What is in it for you:

To provide efficient, personalized, courteous and punctual service to our guests.

To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.

To ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm, professional environment at all times.


What you will be doing:

Show fullest cooperation and respect within the team and other departments.

Handle guest complaints and report to General Manager if required.

Aware of the daily activities and has product knowledge the hotel facilities.

Perform as per OSM Standards and in line with the Company’s Values.



Have full knowledge of all products and services provided by the property and in the local area.

Maintain a consistent focus on improving the overall flow front office operations, seeking ways to maximize and improve the operation.

To lead and support employees in the achievement of financial, operational and service delivery targets via effective organizational policy and procedural development and appropriate employee training activities.

To lead daily Concierge and Front Office briefings and monthly employee meetings.

To drive the performance of the front office and concierge team members, including completion of performance appraisals, coaching counselling and performance management in conjunction with Talent & Culture.

Ensure the team work within the department with a sales focused attitude and team are aware of sales opportunities within the hotel which will assist in maximization of revenue.

Ensure all team members are aware of all room revenue targets and are kept informed of performance results.

Adhere to the hotel selling strategy by ensuring the use of correct rates.

Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.

Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.

Ensure guest comments are investigated and reply back to guest accordingly.

Regularly spot check duty shift checklists to ensure tasks are completed.

Spot check registration cards to ensure accuracy of data is collected as per Municipality and property standards.

Spot check passport scans to ensure accuracy as per Dubai Municipality requirements for transfers.

To work closely with the Finance department to produce monthly financial reports timely & accurately.

To review the employee schedule and annual leave plan to ensure the correct allocation of resources in order to improve guest satisfaction level as well as employee productivity and satisfaction.

Carry out any other reasonable task (which may not be stated here) as requested.


Your experience and skills include:

Previous experience in a similar leadership role is an asset

Strong interpersonal and problem-solving abilities and the ability to lead by example

Excellent English Language / an additional language will be an advantage