Assistant Manager, Front Office - Dubai

Job Summary: We are seeking a highly skilled Assistant Front Office Manager for Bab Al Shams Desert Resort, a part of our Rare Finds collection. The role involves supporting the Front Office Manager in overseeing all front office functions, including Reception, Concierge, Guest Relations, Duty Manager operations, and more, ensuring high-quality guest service, team management, and operational efficiency.

Responsibilities:

1. Oversee daily front office operations, ensuring smooth guest check-ins/outs, room allocations, and VIP handling.
2. Manage and coordinate Reception, Concierge, Guest Relations, Valet, Night shifts, and other guest services.
3. Implement and update Standard Operating Procedures (SOPs) for all front office functions, ensuring adherence and quality standards.
4. Handle guest complaints, service shortfalls, and feedback in a professional manner, escalating issues as necessary.
5. Monitor and ensure compliance with fire evacuation and safety procedures.
6. Conduct regular pre-shift and post-shift briefings to keep the team informed of current VIPs, promotions, and rates.
7. Collaborate with housekeeping, reservations, and other departments to ensure efficient guest services and smooth operations.
8. Actively manage staff schedules, performance, training, and development to ensure high levels of team motivation and guest satisfaction.
9. Maintain updated guest profiles in the property management system, ensuring accuracy and seamless service.
10. Ensure compliance with all financial procedures, including cashier closures, billing, and adherence to the hotel’s credit policy.
11. Review and approve room rates, rate changes, and no-show charges, working closely with Revenue Management.
12. Promote guest feedback programs and internal incentive schemes, reporting results to management.

Requirements:

1. Minimum 2 years of experience in a similar role in a five-star hotel environment.
2. Proven leadership experience in front office operations, including team management and guest interaction.
3. Excellent communication and interpersonal skills, with the ability to handle high-pressure situations calmly and professionally.
4. Strong knowledge of OPERA/Fidelio property management systems and computer proficiency.
5. A focus on delivering exceptional guest service with attention to detail and problem-solving skills.
6. Experience in Middle East hospitality is preferred.

Level of Education:

Degree or Diploma in Hotel Management or related field.

Work Hours:

Full-time, flexible hours including weekends, holidays, and shifts as required.

Experience in Months:

Minimum 24 months in a similar role within a luxury hotel environment, with a preference for Middle Eastern experience.