Company Description
Discover the warm hospitality of Sofitel Dubai The Palm, a luxurious 5-star beachfront resort nested on the East Crescent of the renowned Palm Jumeirah.
Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.
With touches of French elegance interlaced throughout the resort, we invite guests to enjoy an environment “Where life lives” and indulge in excellence.
The resort comprises of 360 contemporary guest rooms and suites, 182 serviced apartments, 4 ultra-luxury villas, Sofitel Spa with L’Occitane, Fitness Centre, Kids Club and offers a large variety of dining options with 7 restaurants, 5 bars, and lounges.
Job Description
- Oversee all Front Office operations, including Reception, Concierge, Bell Desk, Guest Relations, CID, Business Centre, Airport Representatives, Drivers and Valet Parking, ensuring compliance with hotel standards and procedures.
- Ensure adequate staffing, supervision and operational coverage across all Front Office sections at all times.
- Ensure exceptional guest service by providing a warm welcome, personalised attention and a memorable guest experience throughout their stay.
- Handle guest complaints and service recovery professionally, ensuring timely resolution, guest satisfaction and proper follow-up.
- Maintain strong guest relations by engaging with guests, personally welcoming VIPs, recognising repeat guests and building long-term relationships.
- Ensure accurate management of guest profiles, VIP arrivals, pre-registration, room blocking, special requests and guest history records.
- Oversee arrival and departure arrangements, including airport transfers, transportation schedules, room readiness and check-in/check-out procedures.
- Ensure compliance with CID requirements, local government regulations, guest registration procedures and hotel security standards.
- Monitor Front Office financial controls, audit procedures, daily reports, night audit results, forecasts and operational statistics.
- Coordinate closely with Housekeeping, Engineering, Reservations, Sales and Revenue teams to ensure room readiness, maintenance, rate management and smooth hotel operations.
- Conduct regular room inspections and ensure all rooms and public areas meet the hotel's standards of cleanliness, presentation and maintenance.
- Lead daily briefings and departmental meetings, ensuring clear communication of operational priorities, guest feedback, upcoming events and departmental updates.
- Recruit, train, coach and develop Front Office ambassadors, conducting performance evaluations and implementing action plans to improve engagement, motivation and retention.
- Monitor operational performance, identify areas for improvement, implement corrective actions and ensure the effective use of hotel systems, equipment and resources.
Qualifications
- Bachelor's degree or Diploma in Hospitality Management, Hotel Management or a related field.
- Minimum 3–5 years of experience in Front Office operations, preferably within a luxury hotel environment.
- Previous experience in a supervisory or managerial role within the Front Office department.
- Strong knowledge of Front Office operations, including Reception, Concierge, Guest Relations and Reservations.
- Proficiency in Property Management Systems (PMS), preferably Opera.
- Excellent communication, interpersonal and guest relations skills.
- Strong leadership, team management and problem-solving abilities.
- Ability to handle guest complaints, resolve operational challenges and deliver exceptional service.
- Good knowledge of hotel financial procedures, room inventory management and revenue optimisation.
- Knowledge of hotel safety standards, security procedures and local government regulations.
- Fluency in English; additional languages will be an advantage.
Additional Information
