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.