Front Office Manager

Role overview

The Dubai EDITION in Dubai is seeking a Front Office Manager to oversee the full front office function and help deliver a refined, highly personalised guest journey. This position leads the front desk, guest relations, concierge, bell services, valet coordination, and lobby operations while keeping service quality, operational discipline, and financial performance at a luxury standard.

The ideal candidate is a hands-on leader who can motivate a strong team, raise guest satisfaction, improve efficiency, and partner closely with other hotel departments to create memorable experiences for every guest.

Guest experience and service delivery

• Create polished, individually tailored guest interactions that go beyond typical luxury hospitality expectations.
• Make sure arrivals, departures, and in-house stays run smoothly and professionally.
• Handle guest issues quickly and with care so that concerns are fully resolved.
• Stay visible in the lobby and public spaces, proactively engaging with guests and anticipating their needs.
• Encourage a team culture built around authentic hospitality and personal service.
• Track guest comments, online feedback, and satisfaction results, then use that insight to drive service improvements.

Front office operations

• Oversee the everyday running of the front desk, guest relations, concierge, bell desk, valet coordination, and lobby services.
• Ensure room allocation, room status updates, and coordination with housekeeping and engineering are handled efficiently.
• Manage inventory, upgrades, VIP arrivals, early check-ins, late check-outs, and special guest requests.
• Keep all front office processes aligned with Marriott requirements and local regulations.
• Maintain efficient check-in and check-out flows while still delivering high-touch guest engagement.
• Ensure cashiering is accurate and that daily financial reconciliations are completed properly.

Leadership and people management

• Coach, mentor, and develop the front office team to deliver strong performance.
• Run regular team meetings, daily briefings, and performance discussions.
• Build succession pipelines and identify future leaders within the department.
• Promote engagement, collaboration, and a positive working environment.
• Enforce company policies, grooming expectations, and service standards.
• Plan staffing schedules to support productivity and service excellence.

Commercial and financial focus

• Support revenue growth through careful room inventory control and active upselling.
• Increase room upgrade income and other ancillary revenue opportunities.
• Monitor departmental spend and labour efficiency.
• Review operational reports and put improvements in place to raise efficiency.
• Work with Revenue, Sales, and Reservations teams to support occupancy goals and guest satisfaction.

VIP and guest relations

• Take personal ownership of VIP arrivals, long-stay guests, repeat visitors, and Marriott Bonvoy Elite Members.
• Ensure guests receive personalised recognition and customised experiences.
• Coordinate special occasions, celebrations, and individual guest preferences.
• Develop strong guest relationships that encourage loyalty and repeat stays.

Quality, compliance, and reporting

• Maintain compliance with Marriott brand standards and the service philosophy of EDITION.
• Keep all front office SOPs and operating procedures current and followed.
• Carry out regular quality checks and identify opportunities to improve performance.
• Follow health, safety, security, and emergency procedures at all times.
• Protect guest confidentiality and sensitive hotel information.
• Monitor key performance indicators such as guest satisfaction, guest voice scores, check-in/check-out efficiency, upselling results, room readiness, service recovery, and labour productivity.
• Prepare daily, weekly, and monthly operational reports and share recommendations with executive management.

Cross-functional collaboration

• Coordinate closely with housekeeping, engineering, security, food & beverage, sales, reservations, finance, and revenue teams.
• Join daily operational reviews and commercial strategy discussions.
• Support clear communication across departments to improve the overall guest journey.

Qualifications and experience

A bachelor’s degree in hospitality management, hotel administration, business management, or a related discipline is required. Professional hospitality certifications are considered an advantage.

The role calls for 7 to 10 years of progressive front office experience in luxury hotels, including 3 to 5 years as a Front Office Manager or Assistant Front Office Manager in an internationally recognised luxury property. Experience with lifestyle luxury brands is preferred, and prior hospitality experience in the UAE or GCC is highly desirable. Experience within a Marriott luxury brand is strongly preferred.

Additional information

This position is based in Dubai, United Arab Emirates, and is a full-time onsite role.