Front Office Manager at Waldorf Astoria International Financial Centre

Job Description - Front Office Manager at Waldorf Astoria Dubai International Financial Centre (HOT0C99N)

The Front Office Manager oversees all operational aspects of the Front Office Department, including Front Desk, Concierge, Personal Concierge and Personal Assistant services. This role ensures a seamless guest experience that aligns with the Forbes Travel Guide Five‑Star standards. Reporting directly to the Director of Operations, the Front Office Manager is responsible for the smooth operation of the entire Front Office department, maintaining luxury guest experiences and inspiring a highly skilled team to deliver refined, personalized, and memorable services.

HOT0C99N

Waldorf Astoria Dubai International Financial Centre, Dubai International Financial Centre, 74777

As a Front Office Manager, you are responsible for overseeing all Front Office operations and leading the department to deliver an exceptional and personalized guest experience in line with brand standards, Forbes Travel Guide requirements, and luxury hospitality expectations. You will also be accountable for achieving revenue objectives, managing guest feedback, and driving continuous service excellence.

Operational Responsibilities:

• Oversee the day‑to‑day operations of the Front Office department, including Front Desk, Concierge, Personal Concierge, Personal Assistant services, guest journey management, valet services, and traffic movement.
• Lead and manage Front Office systems, including OnQ, ensuring accuracy of check‑in and check‑out processes, reporting, KPIs, and monitoring daily arrival and departure movements.
• Manage Synergy and Kipsu platforms, ensuring all processes are followed in accordance with brand and company standards.
• Oversee all financial and transactional activities within the Front Office, ensuring compliance with internal controls and audit requirements.
• Ensure all administrative duties are completed daily, weekly, and monthly in line with company standards.
• Manage room allocations in accordance with guest preferences, profiles, and arrival times to maximize satisfaction and loyalty.
• Coordinate closely with Housekeeping and other operational departments to ensure smooth arrivals, departures, and room readiness.
• Drive performance against established targets, including Hilton Honors enrollments, upselling initiatives, and guest engagement metrics.
• Ensure clear, effective, and consistent communication between team members and leadership to support operational alignment and engagement.

People & Leadership:

• Inspire and motivate the team to consistently deliver exceptional service and the highest standards of hospitality.
• Recognize and reward strong performance by managing a team member recognition program in line with company expectations.
• Recruit Front Office team members and leaders in accordance with company policies and statutory requirements.
• Proactively address underperformance through coaching and discussions, and where necessary, initiate formal disciplinary procedures in line with HR policies.
• Ensure vacation planning is completed, regularly updated, and aligned with operational and business requirements.
• Support succession planning by setting clear KPIs, maintaining training calendars, overseeing appraisals, and providing ongoing feedback and coaching.
• Ensure all Front Office team members consistently maintain a neat, clean, and well‑groomed appearance in accordance with brand standards.

Financial Responsibilities:

• Manage the Front Office departmental financial targets and P&L, including upselling forecasts and accruals.
• Monitor and control departmental expenses to ensure alignment with approved budgets.
• Oversee all financial transactions, risk management, and audit requirements, ensuring full compliance with company policies and controls.

Commercial Responsibilities:

• Manage all incremental revenue through effective guidance and coaching on room and breakfast upselling strategies.
• Ensure the consistent promotion and recommendation of hotel facilities and services to maximize overall hotel revenue.

To successfully fill this role, you should maintain the…