Front Office Manager

Company description

Fairmont Ajman is a beachfront 5-star hotel situated in Ajman, just 30 minutes away from the bustling metropolis of Dubai. Combining hospitality and elegance with a deep connection to our natural surrounds, Fairmont Ajman promises exceptional cultural, leisure and dining experiences in a truly spectacular setting. Featuring 252 guest rooms and suites complete with ample space and breathtaking views of the Arabian Gulf, Fairmont Ajman presents travelers with all the comforts of home, alongside world class service.

Job description

Providing engaging, sincere, personalized service is one of the ways our Front Office colleagues and leaders are turning moments into special memories for our guests at Fairmont Ajman. Showcase your leadership and interpersonal strengths as Front Office Manager, where you will lead our team of service ambassadors, maximize front office operations and ensure exceptional guest service.

Guest experience & brand excellence

• Champion a culture of personalized, intuitive, and anticipatory luxury service across all guest touchpoints.
• Ensure seamless arrival, departure, and in stay experiences, delivering memorable and bespoke service.
• Monitor guest feedback, online reputation, and service recovery to maintain exceptional satisfaction scores.
• Build strong relationships with VIPs, repeat guests, and corporate clients.

Operations leadership

• Oversee all Front Office functions including Reception, Concierge, Guest Relations, Bell Desk, and Guest Services.
• Ensure consistency in service delivery, operational procedures, and luxury brand standards.
• Implement service innovation initiatives to enhance guest engagement and operational efficiency.
• Collaborate closely with Housekeeping, Revenue, Sales, and Engineering to ensure smooth operations.

Strategic & commercial focus

• Drive room revenue and ancillary income through upselling, cross selling, and guest experience programs.
• Work closely with Revenue Management to optimize occupancy, ADR, and room inventory.
• Monitor departmental budgets, forecasts, and financial performance.
• Analyze guest data, trends, and KPIs to support business growth and decision making.

Team leadership & talent development

• Lead, mentor, and inspire the Front Office team to achieve service excellence and operational goals.
• Develop succession planning and continuous learning programs.
• Conduct performance reviews, coaching, and engagement initiatives to foster a high performing culture.
• Promote diversity, inclusion, and employee wellbeing.

Quality, compliance & risk management

• Ensure compliance with brand, safety, and regulatory standards.
• Maintain audit readiness and uphold internal control procedures.
• Oversee crisis management, emergency protocols, and guest safety.

Qualifications

• Degree in Hospitality Management or related discipline.
• Minimum 7-10 years of experience in Front Office, with at least 3-5 years in a leadership role in luxury or upscale hotels.
• Strong knowledge of revenue management, guest experience, and operational excellence.
• Demonstrated ability to lead, coach, and develop diverse Front Office teams.
• Strong scheduling, workforce planning, and performance management skills.
• Excellent leadership, communication, and problem solving skills.
• Proficiency in Opera or similar PMS systems.
• Excellent verbal and written communication skills in English; additional languages are an advantage.

Additional information

Our commitment to diversity & inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. Diversity & inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.