Welcome Office Manager

Role overview

This position supports the Front Office Manager in running the front office smoothly and supervising the team on a daily basis. The role covers Bell/Door Staff, Switchboard, and Guest Services/Front Desk functions. It is responsible for helping manage check-in and check-out procedures efficiently while supporting guest satisfaction, employee engagement, and the department’s financial performance.

Job details

• Job Number: 26077769
• Job Category: Rooms & Guest Services Operations
• Location: West Crescent, Dubai, United Arab Emirates
• Schedule: Full Time
• Remote status: No
• Position type: Management

What you will do

You will oversee daily front desk and guest services activities, help guide the team, and make sure service standards are consistently met. The job involves handling guest concerns, supporting staff, maintaining operational discipline, and contributing to overall departmental success.

Key responsibilities

• Lead daily front office operations and make sure service quality matches brand and guest expectations.
• Set priorities, organize workload, and help the team complete tasks effectively.
• Address guest complaints, disputes, and grievances through calm resolution and negotiation.
• Monitor staffing levels so service demands, operational needs, and financial targets are balanced.
• Keep employees informed about business goals, expectations, and performance standards.
• Understand how front office operations affect property-level financial results and work to meet or exceed targets.
• Use strong communication and leadership skills to guide and influence team members with professionalism and integrity.
• Create a cooperative environment built on trust, respect, and teamwork.
• Serve as a role model for proper workplace behavior and service standards.
• Supervise front office staff and step into employee duties when needed.
• Maintain open working relationships across the team and ensure collaborative practices.
• Oversee all front office areas when the Front Office Manager or Assistant Front Office Manager is unavailable.
• Deliver service that goes beyond expectations to improve satisfaction and retention.
• Coach employees on how to better understand and meet guest needs.
• Resolve guest issues and respond quickly to service concerns.
• Promote excellent guest relations and set a positive example in every interaction.
• Empower staff to deliver strong customer service.
• Observe team service behavior and give constructive feedback.
• Collect guest feedback on service quality and satisfaction.
• Reinforce service expectations during departmental discussions and drive continuous improvement.
• Implement customer recognition and service initiatives while ensuring proper execution.
• Train staff on credit policy compliance to help reduce bad debt and rebates.
• Oversee same-day selling practices to improve room revenue and manage occupancy.
• Supervise daily front desk shifts and ensure all policies, standards, and procedures are followed.
• Apply property policies consistently and ensure documentation and disciplinary steps align with SOPs and LSOPs.
• Support the peer review process where required.
• Help develop employees through coaching, mentoring, and skill-building support.
• Encourage employee feedback and use an open-door approach to address concerns.
• Escalate employee satisfaction issues to the department manager and Human Resources when necessary.
• Assist with interviewing and hiring team members with suitable skills.
• Support onboarding and orientation so new hires receive the training they need.
• Participate in progressive discipline processes as required.
• Share information clearly with supervisors, peers, and team members in person, by phone, and in writing.
• Analyze information, assess outcomes, and choose the most effective solution to problems.
• Keep executives, peers, and subordinates updated on important matters promptly.
• Perform front desk duties whenever needed.
• Cover front desk shifts as required.
• Join departmental meetings and communicate front desk goals clearly and consistently.

Candidate profile

The employer welcomes candidates with either a high school diploma or GED plus 2 years of experience in guest services, front desk, or a related professional area, or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field with no prior work experience required.

About the company

W Hotels is a luxury lifestyle brand focused on curiosity, creativity, and fresh experiences. The culture emphasizes energetic service, originality, and a forward-looking approach. The workplace values diversity, inclusion, and equal opportunity, and encourages team members to bring their best work and grow within a global hospitality network.

Equal opportunity

The employer states that it provides equal opportunity and does not discriminate on protected grounds, including disability, veteran status, or other legally protected categories.

Brand philosophy

The service philosophy centers on being available and responsive to guest needs, with a distinctive approach designed to inspire and surprise.