Front Office Manager

Role Overview

This position supports the Front Office Manager in running front office activities and overseeing the team on a daily basis. The role covers Bell/Door Staff, Switchboard, and Guest Services/Front Desk, with responsibility for helping deliver smooth check-in and check-out experiences. The job also focuses on improving guest and employee satisfaction while supporting the department’s financial results.

Job Details

Job Number: 26081345

Job Category: Rooms & Guest Services Operations

Location: Plot 529 Municipality No. 373-1450, Dubai, United Arab Emirates

Schedule: Full time

Remote work: No

Position type: Management

Education and Experience

Candidates can qualify in either of the following ways: a high school diploma or GED along with 2 years of experience in guest services, front desk, or a closely related field; or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a similar discipline, with no prior work experience required.

What the Role Involves

• Oversee daily front office operations and make sure service quality, standards, and customer expectations are consistently met.
• Set priorities and action plans to organize work efficiently and complete tasks on time.
• Address guest complaints, resolve disputes, and manage grievances and conflicts when they arise.
• Monitor staffing levels so that service needs, operational demands, and financial targets are all covered.
• Keep communication flowing across the team so employees understand business goals, expectations, and recognition standards.
• Track how front office operations affect broader property financial goals and work toward meeting or exceeding them.
• Lead the team with strong communication, sound judgment, honesty, and a practical example for others to follow.
• Build cooperation, trust, and respectful working relationships among team members.
• Step into front office duties when needed and supervise all front office areas when the Front Office Manager or Assistant Front Office Manager is unavailable.
• Deliver service experiences that support guest satisfaction and retention, including coaching employees to improve service delivery.
• Handle guest issues promptly and encourage a consistently positive guest-relations approach.
• Observe service behaviors, share feedback, and help staff improve performance and service quality.
• Use guest feedback to improve product quality, service levels, and overall satisfaction.
• Implement customer recognition and service programs and make sure staff follow them correctly.
• Train staff on credit policies and procedures to help reduce bad debts and rebates.
• Oversee same-day selling practices to help maximize room revenue and manage occupancy.
• Ensure front desk shifts follow all policies, standards, and operating procedures.
• Administer policies fairly and consistently, including disciplinary actions and documentation in line with standard and local operating procedures.
• Support employee development through coaching, mentoring, and skill-building.
• Gather employee feedback, use open communication channels, and respond to staff concerns.
• Assist with interviewing and hiring team members and support onboarding and new-hire training.
• Participate in progressive discipline processes when needed.
• Share information clearly with supervisors, colleagues, and team members by phone, email, in writing, or in person.
• Analyze information, evaluate outcomes, and choose effective solutions to solve problems.
• Keep leadership, peers, and subordinates informed of relevant updates in a timely way.
• Perform front desk duties as required and lead front desk shifts when necessary.
• Take part in departmental meetings and communicate front desk goals clearly and consistently.

Equal Opportunity

The employer states a commitment to equal opportunity and inclusive hiring. Applications are welcomed from people of all backgrounds, with no discrimination based on protected characteristics such as disability or veteran status, subject to applicable law.

About the Brand

Marriott Executive Apartments provides temporary housing designed to feel like home for business travelers in major cities across Europe, Asia, Latin America, Africa, and the Middle East. The brand aims to help guests settle into new locations with comfort and care while living away from home.

Additional Notes

This role is based in Dubai, United Arab Emirates. It is a full-time management position in Rooms & Guest Services Operations and is not a remote role.