Front Office Manager

About the role

Banyan Tree Dubai, part of the Banyan Group, is looking for a Front Office Manager to lead all front office operations and ensure seamless, efficient and exceptional guest experiences. The role covers reception, concierge, guest services and reservations, with a focus on personalised service, operational excellence and strong team performance.

Key responsibilities

• Lead and manage daily front office operations, including reception, arrivals and departures, guest services and concierge, delivering a warm, efficient and personalised welcome in line with Banyan Tree service standards.
• Anticipate and exceed guest expectations, handle guest feedback and resolve escalations professionally and promptly.
• Supervise, coach and mentor front office staff, conduct regular briefings, performance reviews and training, and foster a positive, collaborative environment.
• Work with Revenue Management and Reservations to optimise room occupancy and rate performance, and maximise upselling opportunities.
• Ensure compliance with SOPs, brand standards and departmental policies, monitor KPIs such as average check-in time and guest satisfaction scores, and oversee accurate billing, night audit and cash handling.
• Collaborate with Housekeeping, Guest Relations, Food & Beverage and other departments, and take part in management meetings and strategic planning.

Required profile

• Minimum 5 years' experience in front office operations in luxury hotels or resorts, with at least 2 years in a supervisory or managerial role.
• Proven track record in guest-centred leadership and team development.
• Strong commercial awareness focused on revenue and operational results.
• Professional, proactive and adaptable under pressure, with strong cultural awareness and inclusive leadership.

Required skills

• Strong understanding of hospitality front office systems, such as Opera or a similar PMS.
• Exceptional guest service orientation, problem-solving, communication and interpersonal skills.
• Ability to lead, motivate and develop a high-performing team.