Front Office Manager

Over the past two decades, The First Group has forged a reputation as one of the hospitality industry’s leading innovators, providing groundbreaking investment opportunities to clients and partners, while delivering exceptional, memorable experiences to hotel and leisure guests. Our corporate ethos and unique vision for the future of hospitality is encapsulated in our fast-growing portfolio of award-winning hotels and residences, exciting F&B outlets and lifestyle venues, and delivered through our array of complementary third-party hotel and asset management services.

Core to our vision for the future of hospitality is The First Collection, our award-winning hotel brand that reflects the rich culture, innovative spirit, and unparalleled refinement for which Dubai is famous for. The First Collection’s urban lifestyle resorts, situated in prime locations across Dubai, are renowned for their unique blend of world-class hospitality and modern flair, as well as their cutting-edge guest facilities and services, which include exclusive access to the stunning Soluna Restaurants and Beach Club, located on the world-famous Palm Jumeirah.

Every hotel in our fast-growing portfolio reflects our ambition to capture the essence of urban living, blending it seamlessly with the tranquillity of a serene getaway. The First Collection echoes the city’s heartbeat, ensuring all our guests are made to feel a part of the magnificent tapestry of Dubai, the world’s most exciting metropolis.

The Front Office Manager oversees the day-to-day operations of the front desk, concierge, and guest services, ensuring seamless service delivery and an exceptional guest experience. This role requires strong leadership, problem-solving skills, and the ability to manage a dynamic and fast-paced hotel environment.

• Ensure all guests receive a warm welcome and personalized service throughout their stay.
• Handle guest inquiries, complaints, and feedback promptly and professionally.
• Maintain high service standards and address service recovery situations effectively.
• Oversee daily front desk operations, including check-ins, check-outs, and reservations.
• Manage room inventory to optimize occupancy and revenue in collaboration with the reservations and revenue teams.
• Implement efficient procedures to enhance guest satisfaction and operational efficiency.
• Recruit, train, supervise, and evaluate front office staff.
• Foster a positive work environment that encourages teamwork and professional growth.
• Schedule and allocate shifts, ensuring adequate staffing at all times.
• Monitor and control operational expenses, including front office supplies.
• Prepare and analyze front office reports, including revenue, occupancy, and financial metrics.
• Support upselling initiatives to maximize revenue opportunities.
• Ensure compliance with hotel policies, procedures, and safety standards.
• Maintain accurate guest records and confidentiality.
• Manage and optimize the use of hotel property management systems (PMS).
• Ensure smooth operation of front desk technology and troubleshoot technical issues.

• Bachelor’s degree in Hospitality Management or a related field (preferred)
• Minimum 3-5 years of experience in front office operations, with at least 2 years in a managerial role
• Proficiency in hotel property management systems (e.g., Opera, PMS)
• Excellent communication, leadership, and customer service skills
• Strong problem-solving and conflict-resolution abilities
• Ability to multitask and thrive in a fast-paced environment
• Flexibility to work shifts, including weekends and holidays