Job Title: Front of House Manager
Company Name: Kerzner International
Job Location: Dubai, United Arab Emirates
Work Mode: On-site
Job Reference/ID: 19528
Job Description / Role:
With stunning resorts located across the globe and exciting expansion planned, Kerzner International currently has a fantastic opportunity for a Front of House Manager to join One&Only team at One&Only The Palm Resort in Dubai. The purpose of this position is to manage the daily activities, reports and training of Front of House team. With experience in an ultra-luxury boutique hotel/resort, the Front of House Manager will support the Front Office and Guest Experience team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues.
Key Responsibilities:
- Adhere to all Resort rules and regulations as per Service Standard Policies and procedures.
- Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Ensure the reception team work with a sale focused attitude and are aware of sales opportunities within the resort which will assist with the maximization of revenue.
- Ensure all team members are aware of all room revenue targets and are kept informed of performance results.
- Provide services that are above and beyond for customer satisfaction and retention.
- Ensure all non-guaranteed reservations are released at the appointed time.
- Adhere to the resort selling strategy by ensuring the use of correct rates.
- Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.
- Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.
- Oversee day-to-day operations ensuring resort standards are adhered to and maintained by all team members.
- Ensure a consistently high standard of presentation is maintained for both the department and the team members.
- Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.
- Have full knowledge of all products and services provided by the resort and in the local area.
- Actively participate in guest events when requested.
- Schedule and maximize annual leave for team members during low demand periods.
- Ensure regular communication meetings are held within the department.
- Ensure new team members are fully trained and certified to carry out duties as per resort standards.
- Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per resort standard.
- Actively develop team member skills and performance through coaching and training.
- Maintain and oversee accuracy of guest profiles and remarks.
- Adhere to resort credit policies to ensure all expected revenues are secured.
- Review, maintain and implement systems and procedures as directed.
- Ensure daily shift handovers are conducted in a professional and constructive manner.
- Regularly spot check duty shift checklists to ensure tasks are completed.
- Review daily reports to ensure system is being maintained as per company policies and procedures.
- Spot check registration cards to ensure accuracy of data is collected as per Dubai Authorities and resort standards.
- Spot check passport scans to ensure accuracy as per Dubai Authorities requirements for transfers.
- Ensure all daily system closing procedures and reports are completed as per resort standards.
- Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
- Review and monitor departmental work schedules, oversee that departmental payroll is in line with budgets.
- Ensure closure of any pending revenue (pay masters) in a timely manner adhering to finance policies and procedures.
- Ensure that all Ledger accounts and PMs are resolved and settled.
- Review the departmental objectives and drive to achieve them.
- Review the Mystery Shopper results and prepare action plan.
- Maintain quality documentation.
Experience Required: Minimum 2–3 years as Manager in Front Office operations. Experience in 5-star luxury hotels or resorts.
Education Qualifications: Bachelor’s degree in hospitality, Hotel Management, Tourism, or Business.
Skills Required:
- Strong leadership and team management
- Revenue and budget control knowledge
- Guest service excellence & complaint handling
- Knowledge of PMS systems (e.g., Opera)
- Understanding of Dubai hospitality regulations
- Good communication and problem-solving skills
Employment / Job Type: Full Time
About the Company:
Dubai headquartered developer and operator of luxury resorts, hotels, and residences. Its portfolio includes Atlantis The Palm and Atlantis The Royal, the ultra luxury One and Only Resorts collection, and the wellness focused SIRO brand. Kerzner is known for destination resorts combining accommodation with waterparks, marine attractions, celebrity chef restaurants, and entertainment venues.
Company Industry: Hospitality
Department / Functional Area: Front Office
HOW TO APPLY:
Interested candidates may apply by submitting their resume/CV through the official Kerzner International career website.
