Front Office Manager

About the Company Citymax Hotels (Landmark Group – Hospitality Division) About the Role The Front Office Manager (FOM) is responsible for leading, managing, and optimizing the day-to-day operations of the Front Office department at Citymax Hotel Bur Dubai (a high-volume, 691-key property). The role ensures that guest check-in/check out experiences are seamless, efficient, and welcoming while driving room upselling, guest satisfaction scores, operational cost efficiencies, and strict adherence to Landmark Group brand standards and local UAE government regulations (DTCM & Dubai Police/CID). Employment Type: Full-time Reports To: General Manager Supervises: Duty Managers, Front Desk Supervisors, Front Office Shift Leaders, Front Office Associates, Concierge/Bell Desk, Guest Relations, and Night Auditors Responsibilities The Front Office Manager (FOM) is responsible for leading, managing, and optimizing the day-to-day operations of the Front Office department at Citymax Hotel Bur Dubai (a high-volume, 691-key property). The role ensures that guest check-in/check-out experiences are seamless, efficient, and welcoming while driving room upselling, guest satisfaction scores, operational cost efficiencies, and strict adherence to Landmark Group brand standards and local UAE government regulations (DTCM & Dubai Police/CID). A. Operational Management & Guest Experience Lead and oversee daily front desk, concierge, guest relations, luggage handling, and switchboard operations. Ensure rapid, warm, and accurate check-in and check-out processes, maintaining minimum queue times during peak group/FIT arrival periods. Monitor guest feedback across internal surveys and external review channels (TripAdvisor, Google Reviews, Booking.com, Expedia) to identify trends, resolve complaints, and implement service enhancements. Personally manage VIP arrivals, long-stay guests, and complex guest escalations with empathy, professionalism, and decisive service recovery. Coordinate daily with the Housekeeping and Engineering departments to ensure real-time room status updates, rapid room turnover, and resolution of maintenance issues. B. Revenue Generation & Cost Control Collaborate with Revenue Management and Sales to execute pricing strategies, maximize Average Daily Rate (ADR), RevPAR, and occupancy levels. Drive front desk upselling programs (room upgrades, early check-in/late check-out fees, breakfast packages, hotel F&B/amenity promotions). Manage department labor and operating budgets, minimizing controllable expenses (stationery, keycards, guest supplies) while optimizing roster scheduling against forecast occupancy. C. Regulatory & Statutory Compliance (UAE / Dubai) Enforce strict compliance with Dubai Department of Economy and Tourism (DET / DTCM) and Dubai Police / CID guest identification, registration, and reporting regulations. Oversee accurate billing, credit card pre-authorizations, foreign currency transactions, and petty cash reconciliation in accordance with UAE VAT laws and Landmark Group financial policies. Ensure th