Director of Front Office

About the role

The Ritz-Carlton Dubai is looking for a Director of Front Office. The role covers all front office functions and staff, as well as security staff functions, including Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets and Security. As a department head, you direct and work with managers and employees to run all front office operations, including guest arrival and departure procedures, and to create a safe and secure environment for guests and associates.

Key responsibilities

• Lead, supervise and manage the Front Desk, Guest Services and Security teams, and handle day-to-day operations
• Set and track performance and budget goals, manage controllable expenses and review staffing levels
• Handle guest complaints and coordinate with other hotel departments to improve guest satisfaction
• Oversee on-duty security personnel, including the dispatcher, and file written security reports
• Verify compliance with Front Office policies, standards and procedures, and with property policies
• Provide recommendations and reports on capital expenditures, repairs and maintenance
• Manage human resources: set performance standards, coach and mentor staff, handle progressive discipline, administer performance appraisals and hire managers and hourly team members
• Analyse guest feedback and service data to identify improvements

Required profile

• High school diploma or GED, with 6 years of experience in guest services, front desk or a related field
• Or a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration or a related major, with 4 years of experience in guest services, front desk or a related field
• Strong interpersonal and communication skills, integrity and leadership