Director of Front of House

Mandarin Oriental Jumeira, Dubai is looking for a Director of Front of House to join our Front Office team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

With a pristine oceanfront setting, Mandarin Oriental Jumeira, Dubai is a stylish urban resort overlooking the clear blue waters of the Arabian Gulf and Dubai’s glittering skyline, which is dominated by Burj Khalifa, the tallest building in the world. The hotel's beachfront location and open-air facilities are designed to bring a new level of relaxed luxury to the city.

About the job

Based at the Mandarin Oriental Jumeira, Dubai within the Front Office Department in Dubai, the Director of Front of House is responsible for customer relations and the total administration function of the Front Office, Telecommunications, Guest Relations and Concierge. Also, will provide supervision, direction and leadership in the Front of House Division in accordance with the objectives, performance and quality standards established by the hotel. The Director of Front of House reports to the Director of Rooms.

As Director of Front of House, you will be responsible for the following duties:

• Operate all the departments efficiently and with profitability.
• Ensure successful and consistent daily operations during shifts in all areas related with Front Office, Telecommunications, Guest Relations and Concierge.
• Provide effective leadership to the entire Front of House team
• Ensure a warm and genuine arrival and departure experience
• Train, develop and coach the respective managers of each department for opportunities for continuous improvement
• Act as a hotel ambassador at all time.
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of colleagues.
• Ensure proper staffing at all time to guarantee the satisfaction of the guests.
• Personally welcomes guests, greet and recognize them
• Ensure that Legendary Quality Standards, policies and procedures of MODUB are properly understood and followed through.
• Perform aspects of human resources and training functions, including hiring, performance appraisals, counselling, coaching, disciplinary actions, etc., for the entire division.
• Control and analyse departmental costs to ensure spending is within budget
• Identifies quality improvement trends and effectively communicates issue to the Director of Rooms.
• Ensure department orientation and onboarding is done and followed accordingly within the different areas
• Analyse rate variances and maintain close observation of daily occupancy and room revenue
• Review and analyse Profit & Lost Statements on a monthly basis and take the appropriate actions.
• Conduct regular meetings to provide various information including company communications, policy reviews, local property activities, goals, etc
• Handle all guest complaints and comments relating to the department tactfully.
• Cooperate and coordinate teamwork with other departments (Housekeeping, Reservations, Engineering, etc…)
• Awareness and sensitivity to the concept of luxury and quality.
• Responsive and genuine with guests and colleagues.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of Forbes.
• Ensure the hotel meet guest satisfaction based on guest comments and achieving the goal in TrustYou.
• Launch and supervise projects, ensuring timely execution, alignment with strategic goals, and coordination across relevant teams and stakeholders.
• Ensure compliance with FLHSS&E audit requirements, including proper documentation, follow-up, and implementation of corrective actions.
• Perform any other reasonable duties as required by the Director of Rooms.

As Director of Front of House, we expect from you:

• Bachelor Degree in Hospitality/Hotel/Business Management is an advantage.
• A minimum of 3 years’ Front of House experience in luxury hotels
• Middle East experience is an advantage.
• Prior experience with PSMS is an advantage. 

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• A competitive salary and benefits packages

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