Role in Front Office Operations

"Every single member of our organization adds a great value. Emaar is not a collection of talented individuals, but a team of great pooled talent." - Mohamed Alabbar

ABOUT THE COMPANY

Emaar Hospitality Group, a premier global provider of enriching, personal and memorable lifestyle experiences. As an innovative, agile and influential leader in hospitality, Emaar Hospitality Group is a wholly-owned subsidiary of Emaar Properties PJSC, the developer of elegantly designed and exceptionally built property, malls and hospitality projects across the world.

Address Hotels + Resorts is the first brand launched by Emaar Hospitality Group with properties situated in some of the most sought-after locations. Address brings a fresh identity to the global hospitality and service sector by setting new benchmarks with its gracious hospitality and exceptional service.

Recognized for its fusion of contemporary style with a touch of classic elegance, Address Hotels + Resorts enriches the lives of its guests with intuitive experiences. Staying true to its tagline 'Where Life Happens', Address offers its guests opportunities to celebrate life and its most cherished moments. It's the ultimate Address.

ABOUT THE ROLE

To manage and oversee the operations of the front office department, ensuring the highest level of guest service, smooth check in/check out procedures, and efficient coordination with all departments. This role serves as the face of the organization and plays a key part in shaping guest experience and satisfaction.

KEY ACCOUNTABILITIES

• Oversee the daily activities of the front desk, reservations, concierge, and guest relations teams
• Ensure smooth and timely check in/check out processes
• Handle guest complaints and resolve issues with professionalism and efficiency.
• Maintain accurate records of room availability, bookings, payments, and guest preferences.
• Manage cash handling, billing, and night audit procedures.
• Monitor lobby appearance and ensure the area is clean, welcoming, and professionally staffed.
• Use property management systems (PMS) to track occupancy, room status, and reporting.
• Ensure compliance with data privacy, security protocols, and guest confidentiality standards.
• Implement front office policies and procedures that align with the organization's brand, goals, and customer service standards.
• Monitor guest satisfaction and make strategic adjustments to improve service delivery.
• Support revenue management by optimizing room allocations, upselling, and occupancy targets.
• Ensure front office operations comply with internal audit, legal, and safety standards.
• Collaborate with sales, housekeeping, and F&B teams to ensure a seamless guest journey.
• Lead, train, and supervise front office staff including receptionists, concierge, bell staff, and night auditors.
• Schedule shifts to ensure adequate front desk coverage at all times.
• Conduct performance evaluations and identify training needs for continuous improvement.
• Encourage a culture of hospitality, accountability, and team collaboration.
• Address staffing issues, disciplinary matters, and motivate the team to meet service KPIs

TECHNICAL SKILLS AND COMPETENCIES

• Financial Analysis and Revenue Optimization
• Stakeholder and Partnership Management
• Market Trends and Competitive Analysis
• Compliance with Regulatory and Internal Policies
• Process Improvement and System Enhancement
• Business Development and Strategic Planning

DESIRED PROFILE (QUALIFICATIONS, EXPERIENCE & LANGUAGE PROFICIENCY)

• Bachelor's degree in Hospitality Management, Hotel Administration, or a related field
• Minimum 5-8 years of experience in front office or guest services roles, with 2-4 years in a managerial capacity
• Experience in guest relations, reservations, and front desk operations within a hotel, resort, or serviced apartments.
• Familiarity with property management systems (e.g., Opera, Fidelio, Protel).
• Strong background in customer service, conflict resolution, and working in high pressure environments.
• Experience working in luxury or high volume hospitality settings is a significant advantage.

WHAT WE BELIEVE IN

At Emaar, our DNA lays the foundation for everything we do. It forms the base of how we serve our customers, how we speak with one another, and the way we move forward in every decision we make. In short, it is the essence of who we are and how we communicate.

Customer Focus

Customers are our number one priority. We take pride in delivering on our promises and above all we value the trust they place in us to deliver flawless products, services and experiences.

Ownership Mindset

No detail is too small, no challenge is too big and no ambition is too great. We drive efficiency and effectiveness into every corner of our business, so we are fit for the future and to compete.

Fast Paced

Speed is everything in business. We evolve and adapt quickly and have the willpower, skills, knowledge and passion needed to deliver extraordinary speed for our customers.

Talent and Tenacity

Our people are heroes, superhumans and warriors. We are a team of great pooled talent that dream big and act quickly, with high energy and positivity.

Adaptability

We keep up with the times, disrupting and challenging the status quo. We challenge conventional wisdom and ourselves, we expect the unexpected, and we develop products and services that reflect the future.