224 Guest Services Representative jobs in Dubai

The Director of Front Office oversees all operational aspects of the Front Office Department, including Front Desk, Concierge, Personal Concierge and Personal Assistant services. This role ensures a seamless guest experience that aligns with the Forbes Travel Guide Five-Star standards. Reporting directly to the Director of Operations, the role is responsible for the smooth operation of the entire Front Office department, maintaining luxury guest experiences and inspiring a highly skilled team to deliver refined, personalized, and memorable services. With a strong emphasis on the guest journey and luxury service, the Director of Front Office ensures that every detail contributes to establishing the Front Office as a sanctuary of excellence within the hotel.

What will I be doing?
As a Director of Front Office, you are responsible for overseeing all Front Office operations and leading the department to deliver an exceptional and personalized guest experience in line with brand standards, Forbes Travel Guide requirements, and luxury hospitality expectations. You will also be accountable for achieving revenue objectives, managing guest feedback, and driving continuous service excellence. Your key responsibilities include, but are not limited to, the following:

Operational Responsibilities

• Oversee the day-to-day operations of the Front Office department, including Front Desk, Concierge, Personal Concierge, Personal Assistant services, guest journey management, valet services, and traffic movement, ensuring seamless, elevated service delivery at all times.
• Lead and manage Front Office systems, including OnQ, ensuring accuracy of check-in and check-out processes, reporting, KPIs, and monitoring daily arrival and departure movements.
• Manage Synergy and Kipsu platforms, ensuring all processes are followed in accordance with brand and company standards.
• Oversee all financial and transactional activities within the Front Office, ensuring compliance with internal controls and audit requirements.
• Ensure all administrative duties are completed daily, weekly, and monthly in line with company standards.
• Manage room allocations in accordance with guest preferences, profiles, and arrival times to maximize satisfaction and loyalty.
• Coordinate closely with Housekeeping and other operational departments to ensure smooth arrivals, departures, and room readiness.
• Drive performance against established targets, including Hilton Honors enrollments, upselling initiatives, and guest engagement metrics.
• Ensure guest arrival and departure experiences are consistently in line with Forbes Travel Guide standards.
Ensure clear, effective, and consistent communication between team members and leadership to support operational alignment and engagement.

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People & Leadership

• Inspire and motivate the team to consistently deliver exceptional service and the highest standards of hospitality.
• Recognize and reward strong performance by managing a team member recognition program in line with company expectations.
• Recruit Front Office team members and leaders in accordance with company policies and statutory requirements.
• Proactively address underperformance through coaching and discussions, and where necessary, initiate formal disciplinary procedures in line with HR policies.
• Ensure vacation planning is completed, regularly updated, and aligned with operational and business requirements.
• Support succession planning by setting clear KPIs, maintaining training calendars, overseeing appraisals, and providing ongoing feedback and coaching.
Ensure all Front Office team members consistently maintain a neat, clean, and well-groomed appearance in accordance with brand standards.

Financial Responsibilities

• Manage the Front Office departmental financial targets and P&L, including upselling forecasts and accruals.
• Monitor and control departmental expenses to ensure alignment with approved budgets.
Oversee all financial transactions, risk management, and audit requirements, ensuring full compliance with company policies and controls.

Commercial Responsibilities

• Manage all incremental revenue through effective guidance and coaching on room and breakfast upselling strategies.
• Ensure the consistent promotion and recommendation of hotel facilities and services to maximize overall hotel revenue.

What are we looking for?

The Director of Front Office for the Waldorf Astoria Dubai International Financial Centre is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the below skills and characteristics:

• Previous experience as Director of Front Office in a luxury hotel brand
• Strong leadership and communication skills with a passion for delivering exceptional guest service.
• Exceptional professional presence, supported by impeccable grooming standards
• Excellent people management skills
• Solid knowledge of Forbes Standards
• Flexibility to respond to a range of different work situations.
• Solid track record in maximizing guest satisfaction scores
• Strong knowledge of the local UAE market
Proficiency with computers and computer programs, including Microsoft Word, PowerPoint

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Experience working with Forbes Standards
• Previous experience in UAE
Relevant qualifications and educational background

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What will it be like to work for Waldorf Astoria Hotels & Resorts?

Waldorf Astoria provides guests the exceptional environment and the personalized attention of True Waldorf Service that creates a singular experience. If you understand the value of personalized attention and know how to treat even the most extraordinarily different experiences with the same rich level of customer service, you may just be the person we are looking for!

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.

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