Guest Experience Manager (Front Desk Manager)- Operational and Strategic Le at IHG Career

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

02 Sep, 26

Salary

0.0

Posted On

04 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Front Office Management, Guest Experience Design, Team Leadership, Operational Excellence, Service Recovery, Revenue Management, Upselling, Opera PMS, Pre-opening Planning, Stakeholder Collaboration, Staff Coaching, Quality Assurance, VIP Guest Relations, Conflict Resolution, Hospitality Management, Interpersonal Communication

Industry

Hospitality

Description

A Role That Brings Leadership, Service Excellence & Guest Experience Together 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. -------------------------------------------------------------------------------- One Arrival. One Experience. One Lasting Impression. At Kimpton Sevn, the Front Desk is not simply a transactional touchpoint—it is where connections begin. 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 You transform routine interactions into memorable experiences. -------------------------------------------------------------------------------- Why This Role Matters In a lifestyle hotel, guest experience starts and ends at the Front Desk. 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 You ensure every guest feels genuinely welcomed and valued. -------------------------------------------------------------------------------- Be the Leader Behind the Guest Journey You are a visible, approachable, and service-driven leader. 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 Your leadership creates confidence, consistency, and connection. -------------------------------------------------------------------------------- What We'll Support You to Do Deliver Exceptional Front Office Operations Lead daily operations with efficiency, professionalism, and attention to detail. Elevate Guest Satisfaction Create personalised and memorable guest experiences that exceed expectations. Develop and Inspire Teams Coach, mentor, and empower Front Office colleagues to perform at their best. Strengthen Service Culture Embed Kimpton's lifestyle hospitality philosophy into every guest interaction. -------------------------------------------------------------------------------- The Gig Reporting to the Director of Front Office, the Guest Experience Manager (Front Desk Manager) oversees the day-to-day operation of the Front Desk and Guest Services functions at Kimpton Sevn Dubai. • The Opportunity: Lead the team responsible for creating first and last impressions • The Focus: Guest experience, operational excellence, and team leadership • The Impact: Deliver exceptional service while driving engagement, loyalty, and operational performance You will be at the centre of the guest experience journey. -------------------------------------------------------------------------------- Stay Human At Kimpton, hospitality is personal by design. In this role, you will: • Lead with empathy, authenticity, and genuine care • Create meaningful connections with guests and colleagues • Foster a culture of warmth and personalised service • Represent the personality and spirit of the hotel You help transform hospitality into human connection. -------------------------------------------------------------------------------- Your Day-to-Day No two days are the same; your responsibilities will span a range of operational and collaborative activities, including but not limited to: 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 -------------------------------------------------------------------------------- What Success Looks Like • 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 -------------------------------------------------------------------------------- Who This Role Is Perfect For • Service-driven hospitality leader with strong operational expertise • Passionate about creating memorable guest experiences • Experienced Front Office professional with leadership capability • Strong communicator with excellent interpersonal skills • Highly organised, proactive, and solution-oriented • Comfortable leading teams in a fast-paced lifestyle hotel environment -------------------------------------------------------------------------------- What We Need From You Ideally, you bring some (or all) of the following qualifications and experience: Education • Diploma or Degree in Hospitality Management, Business Administration, or related field preferred Experience • 4–6 years of Front Office experience in upscale, lifestyle, or luxury hotels • Minimum 2 years in a supervisory or management Front Office role • Experience with Opera PMS or similar hotel management systems • Pre-opening experience is an advantage • GCC/Dubai experience beneficial -------------------------------------------------------------------------------- Personal Attributes • Warm, approachable, and guest-focused personality • Strong leadership and coaching capabilities • Excellent communication and interpersonal skills • Calm and confident under pressure • Organised, detail-oriented, and solution-driven • Commercially aware with strong operational understanding • Passionate about service excellence and creating memorable experiences -------------------------------------------------------------------------------- What You Can Expect from Us At Kimpton Sevn Dubai, part of IHG Hotels & Resorts, we believe our success begins with our people. We invest in you through competitive compensation, global travel privileges, and meaningful career growth opportunities within one of the world’s most respected hospitality groups. We are proud to be an equal opportunity employer. We are committed to providing fair and inclusive employment opportunities to all colleagues and applicants, regardless of race, colour, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, marital or family status, veteran status, or any other protected characteristic under applicable law. Through our myWellbeing framework, we actively support the physical, mental, and emotional wellbeing of our teams—because when our people are supported and thriving, they create exceptional experiences for our guests and each other -------------------------------------------------------------------------------- Kimpton Sevn Dubai: A Culture of Connection, Craft & Care At Kimpton Sevn Dubai, you are not simply joining a team—you are becoming part of a culture that is personal, thoughtful, and distinctly human. We are a close-knit, collaborative community where trust is earned, individuality is valued, and excellence is shaped through genuine care for people and experience. We believe diverse perspectives strengthen our culture and inspire creativity. We seek individuals who are naturally intuitive, detail-oriented, and passionate about creating memorable moments that feel both effortless and meaningful. At Kimpton, hospitality is bold yet refined, expressive yet intentional. More than a place to stay, we create spaces where guests feel connected, inspired, and truly welcomed—and where our teams feel empowered to bring their personality, creativity, and craftsmanship to everything they do. -------------------------------------------------------------------------------- Ready to Shape Something Distinctive? If you do not meet every requirement but believe you bring the right energy, creativity, and passion for people, we would still love to hear from you. Join Kimpton Sevn Dubai and be part of shaping a luxury lifestyle experience where individuality is celebrated, ideas are valued, and every detail contributes to something memorable. 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

Lead daily Front Office operations to ensure seamless guest arrivals, departures, and personalized experiences. Manage and mentor the Front Office team while collaborating across departments to drive guest loyalty and operational efficiency.