Front Office Manager – Luxury Hotel

About the role

The Front Office Manager oversees the Reception, Concierge, PABX and Business Center operations at Kempinski Hotels in Dubai. Reporting to the Rooms Division leadership, the role ensures the highest standards of guest service, operational efficiency and compliance with Kempinski brand standards.

Key responsibilities

• Lead and coordinate the Front Office, Concierge, PABX and Business Center teams, maintaining service excellence.
• Prepare and manage the department budget, monitor profit & loss, and control labour costs.
• Maximise RevPAR by managing room inventory, group blocks, packages and up‑selling initiatives.
• Develop duty rosters, ensure optimal staffing levels and oversee labour cost efficiency.
• Conduct recruitment, interviews and performance management for Front Office staff.
• Identify training needs, approve training plans and monitor compliance.
• Implement and evaluate operational procedures, policies and workflow improvements.
• Maintain accurate records for local police authorities and ensure LQA inspection scores of at least 85%.
• Handle VIP arrivals and departures, resolve guest complaints and maintain high visibility on the property.
• Act as Manager on Duty, covering weekdays and weekends, and support Rooms Division in the manager’s absence.

Required profile

• Bachelor’s degree in Hospitality Management, Tourism, Administration or a related field.
• Minimum three years of experience in a similar Front Office role within a recognised international hotel brand.
• Proven experience in budgeting, revenue management and labour cost control.
• Strong knowledge of hotel operations, VIP service standards and LQA requirements.
• Excellent communication, leadership and problem‑solving abilities.

Required skills

• PABX system operation.