Front Desk Manager

United Arab Emirates - Dubai

Full job details

The Ritz-Carlton, Dubai International Financial Centre
United Arab Emirates - Dubai
Job Type
Front Office, Front Office Manager
Job Level
At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.


Responsible for the smooth running of the Front Desk operations, including Front Desk, Call Center and Guest Relations. S/he is a driver of The Ritz-Carlton Philosophy and Quality.

S/he is responsible for maintaining 100% reliability in the recognition of all The Ritz-Carlton guests visiting the hotel, and for informing all hotel departments of the VIP guests' arrivals; (un)expressed special needs, requests, and personal preferences and for creating loyalty versus satisfied guests. Training and continuously energizing the Guest Recognition process throughout the hotel.


Education and Experience

  • At least three (3) years previous experience in luxury hotel management, preferably all disciplines in Front Office (Front Desk, Call Center/Guest Relations/Recognition, Guest Services)

  • A degree in Hotel Management (desirable)


The primary responsibilities of the role include:

  • Enliven the RC Philosophy at all times
  • Knowledgeable and comply with hotel policies
  • Responsible for smooth operations at Front Desk, Call Center and Guest Relations and all other areas of responsibility
  • Administer Guest Safe keys / logs
  • Handle all disciplinary counseling as needed according to Ritz-Carlton policy
  • Ensure staff's knowledge of hotel services, features and amenities
  • Assist Front of the House staff whenever necessary in performing all job functions
  • Conduct on-going training with employees and ensure new staff is certified as required
  • Accommodate all guest requests in an accurate and efficient manner
  • Control cash floats of Agents, aware of shortages
  • Monitor and maintain cleanliness and working condition of department equipment and supplies
  • Conduct performance appraisals of supervisors as required
  • Involvement for selection, training and development of employees
  • Review and evaluate processes. Revise if necessary
  • Come up with out-of-the-box ideas which could be considered as benchmark in the company
  • Ensure guest satisfaction at all time and handle guest opportunities accordingly
  • Handle employee concerns / feedback accordingly
  • Lead and direct the Front Desk, Call Center and Guest Relations whilst on shift
  • Motivate and maintain a cohesive team
  • Oversee weekly duty rosters according to business demand and approval of overtime.
  • Ensure that all pertinent information is provided to guests and colleagues
  • Ensure that all communication with guests and colleagues is complete, accurate, engaging and positive.
  • Maintain confidentiality of all guest information.
  • Conduct/attend daily line up and conduct monthly departmental meeting
  • Communicate all challenges and successes with the rest of the team
  • Show respect to diversity by using only official language "English" at work place
  • Promptly, accurately and consistently reports all guest incidents and solves it to the guest satisfaction.
  • Establish a positive relationship with repeat guests while maintaining a professional and attentive manner and function as key liaison.
  • Ensure that guest and company profiles are accurately updated upon arrival.
  • Take note and follow up on guest preferences and special requests
  • Fully aware of the day's arrivals & their preferences, hotel facilities and promotions, occupancy & rooms rates
  • Research and select/purchase or design service/amenities to enhance guest experience
  • Meet repeat & VIP guests upon arrival to hotel; provide personalized itinerary and offers additional guest services
  • Protect and enhance the mystique of the Guest Recognition process and the repeat guest experience
  • Ensure payroll is documented and submitted accurately and promptly
  • Understand fully the standards and procedures of Front Office, Reservation s, Housekeeping, Guest Relations
  • Effectively handle guest opportunities and communicate them via Project Mystique or MRBIV
  • Compile and distribute all Mystique Reports as requested
  • Drive the Guest Preference Program for the Hotel
  • Maintain Mystique Database as per corporate standard
  • Perform ad hoc on-the-job individual and team trainings as needed to ensure that all team members have the adequate product knowledge and coordinate with related departments
  • Drive the Guest Relations Brand Standards and appropriate engagement and communication with guests and colleagues
  • Look for ways to continuously improve the Guest Relations process and provide lateral service to other departments to assist them with enhancements to the Guest Recognition process
  • Ensure that all communication with guests and colleagues is complete, accurate, engaging and positive.
  • Coordinate audit of repeat guests being noted such as through reservation regularly

The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.