Director of Front Office

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

• Lead and oversee all Front Office operations to ensure smooth and efficient daily service.
• Ensure a seamless and personalised guest journey from pre-arrival to post-stay.
• Maintain and deliver Sofitel luxury service standards at all times.
• Personally engage with VIPs, repeat guests and loyalty members.
• Handle and resolve escalated guest concerns and service recovery situations.
• Monitor guest feedback and identify opportunities for continuous improvement.
• Ensure high standards of arrival, welcome, check-in and check-out experiences.
• Lead, coach and motivate the Front Office team.
• Promote a positive, inclusive and service-focused team culture.
• Support recruitment, onboarding, training and development of team members.
• Identify talent and support career development and internal mobility.
• Manage team performance through regular coaching, feedback and appraisals.
• Ensure effective staffing, scheduling and productivity across all shifts.
• Drive upselling, upgrades and other opportunities to increase revenue.
• Monitor Front Office revenue, expenses and overall financial performance.
• Manage the Front Office budget and control operating costs.
• Ensure accurate billing, cash handling and payment procedures.
• Minimise revenue leakage and ensure proper financial controls.
• Coordinate arrivals, departures, group movements and peak-period operations.
• Ensure Front Office systems and guest information are maintained accurately.
• Ensure compliance with Sofitel and Accor standards, hotel policies and UAE regulations.
• Maintain high standards of safety, security and emergency preparedness.
• Identify operational challenges and implement effective solutions.
• Ensure consistent communication and coordination to provide a seamless guest experience.
• Drive continuous improvement in service quality, operational efficiency and guest satisfaction.

Qualifications

• Bachelor’s degree in Hotel Management, Hospitality Management, Business Administration or a related field.
• Minimum 8–10 years of progressive Front Office or Rooms Division experience.
• Minimum 3 years in a senior leadership position within a five-star luxury hotel or resort.
• Proven experience in managing guest satisfaction, service quality and operational performance.
• Strong experience leading large, multicultural teams in a high-volume luxury or resort environment.
• Previous Middle East experience is an advantage.
• Experience with Accor or Sofitel is highly desirable.
• Strong knowledge of PMS systems, preferably Opera, and guest feedback platforms.
• Good understanding of revenue management, budgeting, cost control and financial performance.
• Strong leadership, communication, problem-solving and decision-making skills.
• Fluent English is required; French and/or Arabic is an advantage.
• Additional language skills are considered an advantage.