The First Group
Director of Front Office Operations
- Permanent
- Dubai, United Arab Emirates
- Experience 10 - 15 yrs
- Urgent
Job overview
Date posted
02/05/2025
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Comprehensive package + relocation
Experience
10 - 15 yrs
Seniority
Director
Qualification
Bachelors degree
Expiration date
16/06/2025
Job description
Ciel Dubai Marinaâpart of the IHG Vignette Collection and the tallest hotel in the worldâis seeking a Director of Front Office Operations to lead its premium guest services. This role entails overseeing a comprehensive scope of operations including Reception, Concierge, Guest Relations, Bell Desk, Telephone Services (Ciel Connect), Valet, and Rooms Control. With 1,004 rooms and eight upscale dining venues, the hotel aims to set a benchmark for service in the luxury segment. The position demands strategic leadership, team development, and service excellence aligned with international brand standards.
Required skills
Key responsibilities
- Lead and oversee all front office functions including Reception, Guest Relations, Concierge, Bell Desk, Valet, Ciel Connect, and Rooms Control
- Develop strategies to elevate the guest experience from arrival to departure
- Mentor department heads and supervisors across the Front Office division
- Conduct training programs, performance reviews, and succession planning
- Monitor guest satisfaction through feedback platforms and implement service improvements
- Ensure all guest touchpoints align with brand standards and hotel positioning
- Manage VIP arrivals, walk situations, upgrades, and room allocations
- Coordinate with Housekeeping, Sales, and Revenue Management to ensure seamless communication and operations
- Drive loyalty program engagement and personalization efforts
- Prepare departmental budgets, cost controls, and performance forecasts
- Handle escalated guest complaints and ensure resolution and follow-up
- Ensure compliance with financial, safety, and brand operational standards
- Utilize Opera Cloud PMS and guest experience platforms for smooth operations
Experience & skills
- 8â10 years of progressive experience in Front Office operations
- 3â5 years in a director or senior leadership role in a luxury hotel environment
- Strong people management skills with experience leading large, multicultural teams
- Proficiency in PMS systems, preferably Opera Cloud
- Fluent in English; other languages are a plus
- Excellent grooming, professionalism, and diplomacy
- Strong analytical and problem-solving abilities
- Ability to monitor and act on online reviews and service audits
- Experience with budgeting, forecasting, and cost control in hotel operations