Director of Front Office – Curator of Guest Experience at Kimpton Sevn Duba at IHG Career

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

0.0

Posted On

23 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Front Office Leadership, Guest Experience Curation, Service Culture Development, Operational Excellence, Team Leadership, Pre-opening Management, Recruitment, Standard Setting, Voice Experience Management, OS&E Management, Guest Relations, Budget Management, KPI Monitoring, Cross-functional Collaboration, Stay Human Philosophy, Personalization

Industry

Hospitality

Description

DIRECTOR OF FRONT OFFICE- CURATOR OF GUEST EXPERIENCE KIMPTON SEVN DUBAI (PRE-OPENING) Reporting to: Hotel Manager At Kimpton Sevn Dubai, we are seeking a Director of Front Office—a charismatic, service-driven leader who brings energy, personality, and operational excellence to every guest interaction. This role is ideal for a hospitality professional who thrives in dynamic environments, loves connecting with people, and is passionate about shaping unforgettable guest journeys from arrival to departure. -------------------------------------------------------------------------------- ONE BRAND. ONE BOLD GUEST EXPERIENCE VISION. This is more than a front office leadership role. Kimpton Sevn Dubai introduces lifestyle luxury to Downtown Dubai—bold, expressive, and deeply human. Every guest interaction is an opportunity to create meaningful, unscripted experiences that reflect Kimpton’s unique personality. We need a leader who can balance structure with spontaneity, operational discipline with creativity, and efficiency with genuine human connection. -------------------------------------------------------------------------------- WHY THIS ROLE MATTERS The Front Office is the heartbeat of the guest experience. As Director of Front Office, you will shape the first and last impressions of every guest journey—leading service culture, operational excellence, and team engagement. Your leadership ensures every arrival feels personal, every stay seamless, and every departure memorable. This role offers a unique opportunity to define service standards from the ground up, building a front office culture that reflects Kimpton’s Stay Human philosophy. -------------------------------------------------------------------------------- BE THE FACE OF THE GUEST EXPERIENCE You will lead, inspire, and empower a team of guest experience professionals while driving service excellence across all front-of-house operations. -------------------------------------------------------------------------------- WHAT WE’LL SUPPORT YOU TO DO LEAD WITH PERSONALITY Bring your authentic self to leadership—creating a culture where individuality is celebrated and service feels natural, not scripted. BUILD FROM THE GROUND UP Play a key role in the pre-opening phase—recruiting talent, establishing standards, and shaping the guest journey. DELIVER EXCEPTIONAL EXPERIENCES Your leadership will directly influence guest satisfaction, loyalty, and brand reputation. -------------------------------------------------------------------------------- THE GIG Reporting to the Hotel Manager, the Director of Front Office will oversee all front office operations, guest services, and pre-opening readiness for Kimpton Sevn Dubai. * The Opportunity: Lead the creation of a vibrant, guest-focused front office culture * The Strategy: Design and implement service standards, training programs, and operational procedures * The Impact: Deliver memorable guest experiences while driving operational excellence and team engagement -------------------------------------------------------------------------------- STAY HUMAN At Kimpton, individuality and authentic connections drive everything we do through the Stay Human Project. This role is about more than operations—it is about creating real connections, empowering your team, and making every guest feel seen, valued, and at home. -------------------------------------------------------------------------------- YOUR DAY-TO-DAY Every day offers something new, but you’ll often be focused on: FRONT OFFICE LEADERSHIP & OPERATIONS * Oversee all front office operations, including Reception, Concierge, Valet, Guest Relations, Guest Services, and Voice Experience * Deliver seamless, personalized guest experiences across all touchpoints—integrating in-person, digital, and voice communication into one cohesive journey * Lead the Voice Experience function, ensuring every guest interaction reflects Kimpton’s warmth, personality, and Stay Human philosophy * Monitor service quality, guest feedback, and operational performance across all channels * Resolve guest concerns with empathy, creativity, and ownership, turning challenges into meaningful guest connections -------------------------------------------------------------------------------- PRE-OPENING EXCELLENCE * Lead recruitment, onboarding, and training of the front office team * Develop SOPs, service standards, and guest journey frameworks * Support systems setup, operational readiness, and pre-opening planning * Execute soft opening, trial operations, and full launch readiness -------------------------------------------------------------------------------- OS&E MANAGEMENT (PRE-OPENING & OPERATIONAL) Elevating the Details that Shape the Guest Experience * Curate OS&E across front office touchpoints aligned with brand identity and guest experience goals * Collaborate with Procurement and Design teams on sourcing and setup * Define par levels, replenishment, and inventory control systems * Ensure OS&E supports both operational efficiency and elevated guest experience -------------------------------------------------------------------------------- GUEST EXPERIENCE & SERVICE CULTURE * Champion Kimpton’s Stay Human philosophy across all guest interactions * Build a culture of personalization, recognition, and emotional connection * Drive guest engagement initiatives and loyalty-building experiences -------------------------------------------------------------------------------- TEAM LEADERSHIP & DEVELOPMENT * Inspire, coach, and develop a high-performing front office team * Foster a positive, inclusive, and energetic team culture * Conduct performance reviews and career development planning -------------------------------------------------------------------------------- CROSS-FUNCTIONAL COLLABORATION * Work closely with Housekeeping, Engineering, Food & Beverage, and Revenue teams * Ensure seamless communication and operational alignment * Align front office operations with overall hotel strategy and goals -------------------------------------------------------------------------------- FINANCIAL & OPERATIONAL PERFORMANCE * Manage departmental budgets, staffing, and cost control * Monitor KPIs including guest satisfaction, upselling performance, and efficiency metrics * Identify revenue opportunities through upselling and guest services -------------------------------------------------------------------------------- SUPPORT TO THE HOTEL MANAGER As Director of Front Office, you will act as a key partner to the Hotel Manager in driving the success and strategic direction of the hotel. * Align front office operations with brand vision and business objectives * Provide insights on guest feedback, service trends, and operational performance * Represent the Hotel Manager in their absence when required * Support hotel-wide initiatives, pre-opening milestones, and strategic projects * Foster consistency, accountability, and collaboration across departments * Drive a culture of service excellence and leadership alignment -------------------------------------------------------------------------------- WHO THIS ROLE IS PERFECT FOR * A natural host who thrives on creating memorable guest experiences * A strong leader who enjoys building teams from the ground up * Someone energized by pre-opening environments and creation phases * A balance of operational discipline and creative thinking * A leader who excels in fast-paced, lifestyle luxury hospitality * Someone who values emotional connection as much as operational excellence -------------------------------------------------------------------------------- WHAT WE NEED FROM YOU EDUCATION * Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred EXPERIENCE * 5–7 years in Front Office or Rooms Division leadership in luxury or lifestyle hotels * Strong operational leadership experience in Front Office and Guest Services * Pre-opening hotel experience highly preferred * PMS, CRM, and guest engagement system knowledge PERSONAL ATTRIBUTES * Charismatic, people-first leader * Strong operational and organizational capability * Emotionally intelligent and solution-oriented * Passionate about service culture and guest experience * Adaptable, energetic, and resilient communicator -------------------------------------------------------------------------------- WHAT YOU CAN EXPECT FROM US At IHG Hotels & Resorts, we invest in our people with competitive compensation, global travel perks, and career development opportunities across one of the world’s leading hospitality companies. We are proud to be an equal opportunity employer, welcoming everyone regardless of race, color, religion, gender, sexual orientation, gender identity, nationality, disability, or veteran status. Through our myWellbeing framework, we support your health, lifestyle, and workplace happiness—because when our people thrive, our hotels and guests thrive. -------------------------------------------------------------------------------- READY TO SHAPE THE GUEST EXPERIENCE? If you don’t meet every requirement but believe you bring the right energy, leadership, and passion for people—we would still love to hear from you. Apply now and help define the guest experience at Kimpton Sevn Dubai. -------------------------------------------------------------------------------- At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey? Kimpton Hotels & Restaurants crafts unique destinations that kindle heartfelt human connections. Our bespoke spaces blend spirit, style and delight to create an addictive culture of refined irreverence where locals, visitors & colleagues seamlessly connect.

Responsibilities

The Director of Front Office will lead all front office operations, including Reception, Concierge, and Guest Services, focusing on shaping the first and last impressions of every guest journey. This involves building a front office culture reflecting Kimpton’s Stay Human philosophy, leading recruitment, establishing standards during pre-opening, and driving operational excellence.