وصف الوظيفة
Role Overview
Director of Front Office at Accor, leading all front office operations at Sofitel Dubai The Palm, a luxurious 5-star beachfront resort on Palm Jumeirah, Dubai.
Company Overview
Sofitel Dubai The Palm is a 5-star beachfront resort nestled on the East Crescent of Palm Jumeirah. The resort comprises 360 contemporary guest rooms and suites, 182 serviced apartments, and 4 ultra-luxury villas. Facilities include Sofitel Spa with L'Occitane, a Fitness Centre, Kids Club, and 7 restaurants, 5 bars and lounges. The resort blends French elegance with a tropical sanctuary setting on the Arabian Gulf.
Role Purpose
Lead all front office operations to deliver seamless, personalised guest experiences and maintain Sofitel luxury service standards while managing financial performance, team development, and operational excellence across a high-volume resort environment.
Key Responsibilities
Guest Experience & Service Delivery
- Ensure a seamless and personalised guest journey from pre-arrival to post-stay.
- Maintain and deliver Sofitel luxury service standards at all times.
- Ensure high standards of arrival, welcome, check-in and check-out experiences.
- Personally engage with VIPs, repeat guests and loyalty members.
- Handle and resolve escalated guest concerns and service recovery situations.
- Monitor guest feedback and identify opportunities for continuous improvement.
- Drive continuous improvement in service quality, operational efficiency and guest satisfaction.
Leadership & Team Management
- Lead and oversee all Front Office operations to ensure smooth and efficient daily service.
- Lead, coach and motivate the Front Office team.
- Promote a positive, inclusive and service-focused team culture.
- Support recruitment, onboarding, training and development of team members.
- Identify talent and support career development and internal mobility.
- Manage team performance through regular coaching, feedback and appraisals.
- Ensure effective staffing, scheduling and productivity across all shifts.
Financial Management & Revenue
- Drive upselling, upgrades and other opportunities to increase revenue.
- Monitor Front Office revenue, expenses and overall financial performance.
- Manage the Front Office budget and control operating costs.
- Ensure accurate billing, cash handling and payment procedures.
- Minimise revenue leakage and ensure proper financial controls.
Operations & Systems
- Coordinate arrivals, departures, group movements and peak-period operations.
- Ensure Front Office systems and guest information are maintained accurately.
- Identify operational challenges and implement effective solutions.
- Ensure consistent communication and coordination to provide a seamless guest experience.
Compliance & Safety
- Ensure compliance with Sofitel and Accor standards, hotel policies and UAE regulations.
- Maintain high standards of safety, security and emergency preparedness.
Qualifications & Experience
- Bachelor's degree in Hotel Management, Hospitality Management, Business Administration or a related field.
- Minimum 8–10 years of progressive Front Office or Rooms Division experience.
- Minimum 3 years in a senior leadership position within a five-star luxury hotel or resort.
- Proven experience in managing guest satisfaction, service quality and operational performance.
- Strong experience leading large, multicultural teams in a high-volume luxury or resort environment.
- Previous Middle East experience is an advantage.
- Experience with Accor or Sofitel is highly desirable.
Skills & Competencies
- Strong knowledge of PMS systems, preferably Opera, and guest feedback platforms.
- Good understanding of revenue management, budgeting, cost control and financial performance.
- Strong leadership, communication, problem-solving and decision-making skills.
- Fluent English is required; French and/or Arabic is an advantage.
- Additional language skills are considered an advantage.