Front Office Manager_Front office_Bur Dubai Front Office Citymax Hotels_HOSP - Bur Dubai - Dubai, UAE_Citymax Hotels

About the Company

Citymax Hotels (Landmark Group – Hospitality Division)

About the Role

The Front Office Manager (FOM) is responsible for leading, managing, and optimizing the day-to-day operations of the Front Office department at Citymax Hotel Bur Dubai (a high-volume, 691-key property). The role ensures that guest check-in/check out experiences are seamless, efficient, and welcoming while driving room upselling, guest satisfaction scores, operational cost efficiencies, and strict adherence to Landmark Group brand standards and local UAE government regulations (DTCM & Dubai Police/CID).

Employment Type: Full-time

Reports To: General Manager

Supervises: Duty Managers, Front Desk Supervisors, Front Office Shift Leaders, Front Office Associates, Concierge/Bell Desk, Guest Relations, and Night Auditors

Responsibilities

• The Front Office Manager (FOM) is responsible for leading, managing, and optimizing the day-to-day operations of the Front Office department at Citymax Hotel Bur Dubai (a high-volume, 691-key property).

• The role ensures that guest check-in/check-out experiences are seamless, efficient, and welcoming while driving room upselling, guest satisfaction scores, operational cost efficiencies, and strict adherence to Landmark Group brand standards and local UAE government regulations (DTCM & Dubai Police/CID).

A. Operational Management & Guest Experience

• Lead and oversee daily front desk, concierge, guest relations, luggage handling, and switchboard operations.

• Ensure rapid, warm, and accurate check-in and check-out processes, maintaining minimum queue times during peak group/FIT arrival periods.

• Monitor guest feedback across internal surveys and external review channels (TripAdvisor, Google Reviews, Booking.com, Expedia) to identify trends, resolve complaints, and implement service enhancements.

• Personally manage VIP arrivals, long-stay guests, and complex guest escalations with empathy, professionalism, and decisive service recovery.

• Coordinate daily with the Housekeeping and Engineering departments to ensure real-time room status updates, rapid room turnover, and resolution of maintenance issues.

B. Revenue Generation & Cost Control

• Collaborate with Revenue Management and Sales to execute pricing strategies, maximize Average Daily Rate (ADR), RevPAR, and occupancy levels.

• Drive front desk upselling programs (room upgrades, early check-in/late check-out fees, breakfast packages, hotel F&B/amenity promotions).

• Manage department labor and operating budgets, minimizing controllable expenses (stationery, keycards, guest supplies) while optimizing roster scheduling against forecast occupancy.

C. Regulatory & Statutory Compliance (UAE / Dubai)

• Enforce strict compliance with Dubai Department of Economy and Tourism (DET / DTCM) and Dubai Police / CID guest identification, registration, and reporting regulations.

• Oversee accurate billing, credit card pre-authorizations, foreign currency transactions, and petty cash reconciliation in accordance with UAE VAT laws and Landmark Group financial policies.

• Ensure the integrity and security of guest personal data in accordance with UAE data privacy laws and company standards.

D. System Governance & Night Audit

• Maintain data hygiene in the Property Management System (Opera PMS / PMS platform), ensuring accurate guest profiles, rate code attachments, and corporate account billing details.

• Supervise the Night Audit function, verifying end-of-day revenue reconciliation, room rate audits, and daily financial reporting to the Finance team.

E. Team Leadership, Training & Development

• Recruit, train, mentor, and evaluate Front Office team members.

• Conduct structured daily shift briefings, weekly departmental meetings, and ongoing training on brand standards, service etiquette, grooming, and upselling techniques.

• Foster a culture of high employee engagement, accountability, teamwork, and cross-cultural inclusivity aligned with Landmark Group values.

• Conduct regular performance appraisals, identify high-potential staff, and create clear succession planning pathways.

F. Health, Safety & Emergency Response

• Serve as an active member of the Hotel Emergency Response Team, participating in fire drills, evacuation procedures, and crisis management protocols.

• Ensure full departmental compliance with health, safety, and security regulations at the front desk and lobby areas.

Key Performance Indicators (KPIs)

• Guest Satisfaction: Overall Guest Satisfaction Index (GSI/CSAT), Net Promoter Score (NPS), and positive online review ratings (TripAdvisor / OTAs).

• Financial / Revenue: Department Upselling Targets achieved (Upgrades, Early/Late Checkouts, F&B cross-sales).

• Operational Efficiency: Average check-in/check-out wait times, room allocation accuracy, and billing dispute rates.

• Compliance: 100% adherence to DTCM / Dubai Police CID logging guidelines and audit scores.

• People & Team: Departmental turnover rate, employee satisfaction/pulse scores, and training hours completion.

Qualifications

• Education: Bachelor’s Degree or Diploma in Hospitality Management, Hotel Administration, Business Administration, or equivalent.

• Experience: Minimum 5–7 years of progressive Front Office experience in midscale to upscale business/leisure hotels..

• Minimum 2–3 years in a managerial role (Front Office Manager or Assistant Front Office Manager) within a high-inventory, fast-paced property (500+ rooms preferred).

• Direct working experience within the Dubai/UAE hospitality market is strongly preferred.