Guest Experience Manager; Front Desk Manager- Operational and Strategic Leader Guest Jo

Guest Experience Manager (Front Desk Manager)

At Kimpton Sevn Dubai, we are looking for a Guest Experience Manager (Front Desk Manager) who understands that the Front Desk is more than a place—it is the heartbeat of the guest journey.

This role is about creating seamless arrivals, memorable departures, and exceptional experiences in between. You will lead the Front Office team to deliver personalised service, operational excellence, and genuine hospitality while ensuring every guest interaction reflects the unique personality of Kimpton.

Working closely with all hotel departments, you will create an environment where guests feel welcomed, recognised, and cared for from the very first moment. You are the leader behind the first impression and the lasting memory.

As Guest Experience Manager, you ensure:

• Seamless and efficient guest arrivals and departures
• Personalised service throughout the guest journey
• Strong guest engagement and satisfaction across all touchpoints
• Consistent operational excellence and service delivery standards
• A highly motivated and guest-focused Front Office team

In this role, you support the Director of Front Office by:

• Leading daily Front Office operations and service delivery
• Creating exceptional guest experiences that drive loyalty and advocacy
• Supporting revenue opportunities through effective room management and upselling
• Building a positive and engaged Front Office culture
• Ensuring operational efficiency while maintaining personalised hospitality

Through your role, you will:

• Lead and inspire the Front Office team to deliver exceptional service
• Create memorable arrival and departure experiences
• Support VIP, repeat guest, and loyalty programme recognition
• Resolve guest concerns professionally and proactively
• Build strong relationships with guests and colleagues alike

Front Office Operations:

• Oversee daily Front Desk operations and guest service delivery
• Ensure efficient check-in, check-out, and room allocation processes
• Monitor guest flow and operational performance throughout the day
• Ensure compliance with hotel policies, procedures, and service standards

Guest Experience & Satisfaction:

• Actively engage with guests to understand their needs and preferences
• Ensure VIP, repeat guest, and loyalty programme recognition standards are maintained
• Handle guest concerns and service recovery situations professionally
• Drive guest satisfaction through proactive engagement and personalised service

Team Leadership & Development:

• Lead, coach, and mentor Front Office colleagues and supervisors
• Conduct daily briefings and operational communication sessions
• Support training, development, and performance management initiatives
• Promote teamwork, engagement, and accountability

Revenue & Commercial Awareness:

• Support room inventory management and room assignment strategies
• Identify opportunities for room upgrades and upselling initiatives
• Monitor Front Office productivity and operational efficiency
  
  Contribute to achievement of departmental revenue objectives

Cross-Department

Collaboration:

• Work closely with Housekeeping, Reservations, F&B, Engineering, and Security teams
• Ensure seamless communication regarding guest needs and operational priorities
• Support hotel-wide guest experience initiatives and service delivery

Quality Assurance & Compliance:

• Monitor service quality and guest feedback trends
• Ensure compliance with brand standards and operational procedures
• Support audit requirements and reporting processes
• Drive continuous improvement initiatives within Front Office operations

Pre-Opening Support:

• Assist with Front Office pre-opening planning and setup activities
• Support recruitment, onboarding, and training programmes
• Participate in SOP development and operational readiness exercises
• Assist with testing, simulations, and opening preparations

• High guest satisfaction and positive service feedback scores
• Efficient and seamless Front Office operations
• Strong team engagement and performance levels
• Consistent delivery of Kimpton brand standards
• Effective guest recovery and problem resolution outcomes
• Successful contribution to pre-opening readiness and hotel launch

• Service-driven…