Director of Front Office Operations The First Group

As the Director of Front Office Operations, you will be responsible for leading and orchestrating all aspects of the Front Office division including Reception, Concierge, Guest Relations, Bell Services, Ciel Connect (telephone operations), Valet, and Rooms Control. Your leadership will ensure exceptional guest experiences that reflect the luxury positioning of the world s tallest hotel, while optimizing operational efficiency, team performance, and guest satisfaction.

• Oversee the entire Front Office operation with a strong focus on service excellence, guest engagement, and operational innovation.

• Develop and implement strategies to continuously elevate the guest journey, from arrival to departure.

• Ensure all front office touchpoints align with brand standards and support the hotel s premium positioning.

• Lead, mentor, and empower a large and diverse team including department heads and supervisors across the Front Office spectrum.

• Conduct regular performance reviews, training plans, and succession planning initiatives.

• Foster a positive team culture driven by hospitality, service passion, and guest-centric values.

• Personally ensure high levels of guest satisfaction, resolving complex complaints and ensuring follow-up actions.

• Monitor online reputation platforms, guest feedback, and service audits to drive continuous improvement.

• Champion loyalty program engagement and personalization efforts.

• Drive efficiency across check-in/out, room allocation, lobby services, and guest movement.

• Maintain oversight of room inventory, upgrades, walk situations, and VIP pre-arrivals.

• Collaborate with Revenue, Sales, and Housekeeping to ensure seamless communication and revenue optimization.

• Ensure adherence to all regulatory, financial, and brand standards.

• Oversee departmental budgets, forecasts, and cost controls.

• Prepare and analyze reports on performance metrics, staffing, and guest feedback.

• Minimum 8 10 years of progressive Front Office experience, with at least 3 5 years in a leadership/director role in a luxury hotel environment.

• Proven success managing large teams in complex operations.

• Excellent communication, problem-solving, and leadership skills.

• Strong knowledge of PMS (Opera Cloud preferred), Microsoft Office Suite, and guest experience platforms.

• Fluency in English; additional languages are an asset.

• Impeccable grooming, professionalism, and guest diplomacy.