Front of House Manager 
(19528)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Glistening on a private apex of Palm Island, One&Only The Palm is an intimate beach-front retreat where the wonders of modern Dubai meet the charms of old Arabia. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

With stunning resorts located across the globe and exciting expansion planned, Kerzner International currently has a fantastic opportunity for a Front of House Manager to join One&Only team at One&Only The Palm Resort in Dubai. The purpose of this position is to manage the daily activities, reports and training of Front of House team. With experience in an ultra-luxury boutique hotel/resort, the Front of House Manager will support the Front Office and Guest Experience team in offering the highest level of customer service and supporting our colleagues to ensure they have the tools they need to be successful. Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Support the tracking and resolution of service issues.

Key Duties and Responsibilities

• Adhere to all Resort rules and regulations as per Service Standard Policies and procedures.
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Ensure the reception team work with a sale focused attitude and are aware of sales opportunities within the resort which will assist with the maximization of revenue.
• Ensure all team members are aware of all room revenue targets and are kept informed of performance results.
• Provide services that are above and beyond for customer satisfaction and retention.
• Ensure all non-guaranteed reservations are released at the appointed time.
• Adhere to the resort selling strategy by ensuring the use of correct rates.
• Ensure all book out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.
• Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.
• Oversee day-to-day operations ensuring resort standards are adhered to and maintained by all team members.
• Ensure a consistently high standard of presentation is maintained for both the department and the team members.
• Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.
• Have full knowledge of all products and services provided by the resort and in the local area.
• Actively participate in guest events when requested.
• Schedule and maximize annual leave for team members during low demand periods.
• Ensure regular communication meetings are held within the department.
• Ensure new team members are fully trained and certified to carry out duties as per resort standards.
• Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per resort standard.
• Actively develop team member skills and performance through coaching and training.
• Maintain and oversee accuracy of guest profiles and remarks.
• Adhere to resort credit policies to ensure all expected revenues are secured.
• Review, maintain and implement systems and procedures as directed.
• Ensure daily shift handovers are conducted in a professional and constructive manner.
• Regularly spot check duty shift checklists to ensure tasks are completed.
• Review daily reports to ensure system is being maintained as per company policies and procedures.
• Spot check registration cards to ensure accuracy of data is collected as per Dubai Authorities and resort standards.
• Spot check passport scans to ensure accuracy as per Dubai Authorities requirements for transfers.
• Ensure all daily system closing procedures and reports are completed as per resort standards.
• Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
• Review and monitor departmental work schedules, oversee that departmental payroll is in line with budgets.
• Ensure closure of any pending revenue (pay masters) in a timely manner adhering to finance policies and procedures.
• Ensure that all Ledger accounts and PMs are resolved and settled.
• Review the departmental objectives and drive to achieve them.
• Review the Mystery Shopper results and prepare action plan.
• Maintain quality documentation.

Skills, Experience & Educational Requirements

• Bachelor’s degree in hospitality, Hotel Management, Tourism, or Business.
• Minimum 2–3 years as Manager in Front Office operations.
• Experience in 5-star luxury hotels or resorts
• Strong leadership and team management
• Revenue and budget control knowledge
• Guest service excellence & complaint handling
• Knowledge of PMS systems (e.g., Opera)
• Understanding of Dubai hospitality regulations
• Good communication and problem-solving skills

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.