Job Description

Job description

Please DO NOT APPLY if you are not currently based in the UAE!!

Key Duties and Responsibilities:

Manage day-to-day operations of the front desk, ensuring efficient check-in/out, room allocation, and reservation coordination. Conduct daily shift briefings and handover reports to ensure smooth communication between shifts. Supervise and guide reception, security, and housekeeping staff on shift. Monitor queue management, ensure minimal wait times, and resolve backlogs at the reception. Act as the main contact point for inspections (DTCM, DSC, Dubai Municipality), ensuring all reception-related documentation and operations are compliant Serve as the Happiness Manager, ensuring emotional and service satisfaction for all guests. Personally welcome VIP guests, and manage long-stay, returning, or sensitive guests. Monitor guest mood, staff empathy levels, and interpersonal engagement at every touch point. Review all guest feedback from Google, Booking.com, WhatsApp, TripAdvisor, and in-person and initiate improvement actions. Take immediate ownership of unresolved guest matters until fully resolved and communicated back. Lead on-site action in case of medical incidents, fire alarms, safety breaches, or complaints. Coordinate with other departments to resolve operational issues without delay. Maintain daily quality checks of reception area cleanliness, presentation, and staff uniforms. Ensure all signage, furniture, guest amenities, and lighting in the reception area are functioning and presentable. Identify maintenance glitches and coordinate immediate resolution with the engineering team. Monitor security presence, camera coverage, and report incidents or service gaps. Train reception staff on soft skills, hospitality etiquette, conflict resolution, and guest empathy. Actively coach team on maintaining calm, professional demeanours during peak hours or stressful situations. Lead by example during high-pressure moments, visibly setting the tone of excellence. Participate in performance reviews, input staff KPI performance, and recommend reward/penalty suggestions.

Qualifications:

Bachelor's degree or diploma in Hospitality Management, Hotel Administration, or a related field. Minimum 3-4 years' experience in hotel reception/front office operations in the UAE Strong emotional intelligence, calm under pressure, and a solution-driven attitude Fluency in English-Additional languages are an advantage (Arabic or Russian) Knowledge of health, safety, and security protocols in a hospitality environment.

Technical Skills:

Proficient in Microsoft Office Suite (Word, Excel, Outlook) Familiarity with booking systems, check-in/check-out procedures, and concierge services. Familiar with hospitality platforms (PMS, booking engines, CRM) Comfortable with mobile platforms (WhatsApp, review monitoring, internal chat groups)

Skills & Competencies:

Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proficient in front office systems (e.g., Opera, PMS systems). Solid problem-solving and conflict resolution skills. Ability to remain calm and professional under pressure. High level of customer service orientation. Strong organizational and multitasking abilities.
Job Types: Full-time, Permanent, Contract
Contract length: 24 months

Pay: AED4,000.00 - AED5,000.00 per month

Education:

Bachelor's (Required)
Experience:

Hospitality Management: 4 years (Required) Hotel Administration: 4 years (Required)
Language:

English (Required) Arabic (Preferred) Russian (Preferred)
Location:

* Dubai (Required)