Front Office Manager – Guest Services & Experience

Location: Sharjah, United Arab Emirates
Employment Type: Full-Time
Career Level: Mid–Senior
Experience Required: 6–9 Years
Salary Range: USD $2,800 – $4,200 per month

Job Overview

We are seeking an experienced, guest-focused, and highly organized Front Office Manager to lead all front office and guest-facing operations within a hotel or resort environment in Sharjah, United Arab Emirates. This role is central to delivering seamless guest journeys, ensuring smooth check-in and check-out processes, and maintaining the highest standards of service excellence.

The Front Office Manager will oversee the front desk, concierge, guest services, bell desk, and reservations coordination, acting as a key ambassador of the hotel brand. You will be responsible for shaping first and last impressions, managing guest expectations, resolving service challenges, and leading front office teams in a fast-paced hospitality environment.

The ideal candidate will have strong leadership skills, deep operational knowledge of front office systems and procedures, and the ability to balance service quality with operational efficiency and financial controls.

Key Responsibilities

Front Office Operations Management

• Oversee daily front office operations including front desk, concierge, bell services, and guest relations
• Ensure smooth, efficient, and welcoming check-in and check-out experiences
• Maintain consistent service standards aligned with brand and guest expectations
• Ensure front office operations support overall hotel occupancy and revenue goals

Guest Experience & Service Excellence

• Deliver exceptional guest service across all guest touchpoints
• Act as the primary escalation point for guest feedback, complaints, and service recovery
• Handle VIP arrivals, special requests, and high-profile guests personally
• Monitor guest satisfaction scores, online reviews, and feedback platforms
• Implement service improvement initiatives based on guest insights

Reservations, Occupancy & Room Allocation

• Monitor daily occupancy, arrivals, departures, and room availability
• Oversee room allocation, blocking, and upgrade decisions
• Coordinate closely with reservations and revenue teams to optimize room sales
• Ensure effective handling of overbookings, walk-ins, and last-minute changes

Team Leadership & Workforce Management

• Lead, supervise, and motivate front office supervisors, agents, concierge, and guest service teams
• Manage staffing levels, shift scheduling, and manpower planning
• Conduct performance evaluations and provide regular coaching and feedback
• Foster a service-driven, professional, and guest-focused team culture

Training & Development

• Ensure front office staff are trained on service standards, systems, and procedures
• Conduct regular training sessions on guest engagement, problem-solving, and upselling
• Support onboarding and mentoring of new team members
• Develop future leaders within the front office team

Coordination with Housekeeping & F&B

• Coordinate closely with housekeeping to ensure room readiness and accurate room status
• Communicate guest preferences, special requests, and service requirements
• Support F&B and events teams for group arrivals, VIP guests, and special occasions
• Ensure seamless inter-departmental collaboration to enhance guest satisfaction

Financial Control & Cash Handling

• Ensure billing accuracy, folio management, and correct posting of charges
• Oversee cash handling, foreign currency exchange, and credit procedures
• Monitor front office revenues, paid outs, and cashier balances
• Ensure compliance with internal financial controls and audit requirements

PMS & Systems Management

• Oversee effective use of Property Management Systems (PMS) such as Opera or similar platforms
• Ensure accurate data entry, room status updates, and guest profiles
• Support system upgrades, reporting, and staff system training
• Use system data to drive operational decisions and performance tracking

Compliance, Security & Brand Standards

• Ensure compliance with hotel policies, brand standards, and operating procedures
• Support safety, security, and emergency response protocols
• Ensure guest data confidentiality and privacy standards are maintained
• Participate in audits, inspections, and brand evaluations

Reporting & Performance Monitoring

• Prepare daily, weekly, and monthly front office operational reports
• Track KPIs such as guest satisfaction, check-in efficiency, room upsell revenue, and complaint resolution
• Analyze performance trends and identify improvement opportunities
• Present front office performance updates to senior management

Continuous Improvement & Service Innovation

• Drive continuous improvement initiatives within front office operations
• Introduce service innovations to enhance guest engagement
• Benchmark front office practices against industry best standards
• Encourage team involvement in service improvement ideas

Qualifications & Educational Requirements

• Degree or diploma in Hospitality Management, Hotel Management, or a related field
• Additional training or certification in front office operations is an advantage
• Strong understanding of hotel front office procedures and guest service standards

Experience Requirements

• Minimum 6 years of experience in hotel front office operations
• Proven experience in supervisory or managerial front office roles
• Hands-on experience with PMS systems such as Opera or similar
• Experience working in upscale, luxury, or high-volume hospitality environments
• Exposure to international guests and multicultural teams is preferred

Skills & Competencies

• Strong leadership, coaching, and team management skills
• Excellent guest service, problem-solving, and communication abilities
• Strong organizational and multitasking skills
• Ability to manage guest expectations in high-pressure situations
• Strong financial awareness and attention to detail
• Proficiency in front office systems and reporting tools
• Professional appearance, demeanor, and interpersonal skills
• High level of accountability, discretion, and service orientation

Benefits & Compensation

• Competitive salary package aligned with market standards
• Service charge and performance-based incentives
• Comprehensive medical insurance coverage
• Paid annual leave as per UAE labor law
• Stable role within a reputable hospitality organization
• Career growth and internal promotion opportunities
• Exposure to leadership development and brand training programs

Why Join Us

This role offers an excellent opportunity for a hospitality professional to lead guest-facing operations and shape memorable guest experiences. As Front Office Manager, you will play a pivotal role in defining service excellence, leading diverse teams, and contributing to the success and reputation of the hotel while advancing your career within a respected hospitality group.