Front Office Operations

“Every single member of our organization adds a great value. Emaar is not a collection of talented individuals, but a team of great pooled talent.” – Mohamed Alabbar

Emaar Hospitality Group, a premier global provider of enriching, personal and memorable lifestyle experiences. As an innovative, agile and influential leader in hospitality, Emaar Hospitality Group is a wholly-owned subsidiary of Emaar Properties PJSC, the developer of elegantly designed and exceptionally built property, malls and hospitality projects across the world.

Address Hotels + Resorts is the first brand launched by Emaar Hospitality Group with properties situated in some of the most sought-after locations. Address brings a fresh identity to the global hospitality and service sector by setting new benchmarks with its gracious hospitality and exceptional service.

Recognized for its fusion of contemporary style with a touch of classic elegance, Address Hotels + Resorts enriches the lives of its guests with intuitive experiences. Staying true to its tagline ‘Where Life Happens’, Address offers its guests opportunities to celebrate life and its most cherished moments. It’s the ultimate Address.

To manage and oversee the operations of the front office department, ensuring the highest level of guest service, smooth check‑in/check‑out procedures, and efficient coordination with all departments. This role serves as the face of the organization and plays a key part in shaping guest experience and satisfaction.

• Oversee the daily activities of the front desk, reservations, concierge, and guest relations teams
• Ensure smooth and timely check‑in/check‑out processes
• Handle guest complaints and resolve issues with professionalism and efficiency.
• Maintain accurate records of room availability, bookings, payments, and guest preferences.
• Manage cash handling, billing, and night audit procedures.
• Monitor lobby appearance and ensure the area is clean, welcoming, and professionally staffed.
• Use property management systems (PMS) to track occupancy, room status, and reporting.
• Ensure compliance with data privacy, security protocols, and guest confidentiality standards.
• Implement front office policies and procedures that align with the organization’s brand, goals, and customer service standards.
• Monitor guest satisfaction and make strategic adjustments to improve service delivery.
• Support revenue management by optimizing room allocations, upselling, and occupancy targets.
• Ensure front office operations comply with internal audit, legal, and safety standards.
• Collaborate with sales, housekeeping, and F&B teams to ensure a seamless guest journey.
• Lead, train, and supervise front office staff including receptionists, concierge, bell staff, and night auditors.
• Schedule shifts to ensure adequate front desk coverage at all times.
• Conduct performance evaluations and identify training needs for continuous improvement.
• Encourage a culture of hospitality, accountability, and team collaboration.
• Address staffing issues, disciplinary matters, and motivate the team to meet service KPIs

• Financial Analysis and Revenue Optimization
• Stakeholder and Partnership Management
• Market Trends and Competitive Analysis
• Compliance with Regulatory and Internal Policies
• Process Improvement and System Enhancement
• Business Development and Strategic Planning

• Bachelor’s degree in Hospitality Management, Hotel Administration, or a related field
• Minimum 5–8 years of experience in front office or guest services roles, with 2–4 years in a managerial capacity
• Experience in guest relations, reservations, and front desk operations within a hotel, resort, or serviced apartments.
• Familiarity with property management systems (e.g., Opera, Fidelio, Protel).
• Strong background in customer service, conflict resolution, and working in high‑pressure environments.
• Experience working in luxury or high‑volume hospitality settings is a significant advantage.

At Emaar, our DNA lays the foundation for everything we do. It forms the base of how we serve our…