Role Overview – Rotana Hotel Management Corporation PJSC is hiring a Front Desk Manager for a full-time, on-site role based in Abu Dhabi, UAE. This position is ideal for experienced hospitality professionals with proven front office leadership, guest service excellence, and operational management skills who can oversee front desk operations, lead teams, and deliver exceptional guest experiences within one of the Middle East's leading hotel brands.

Front Desk Operations Management – You will oversee all front desk operations by managing guest check-ins and check-outs, supervising reception staff, ensuring smooth lobby operations, coordinating with housekeeping and other departments, and maintaining efficient, seamless front office processes that deliver superior guest service.

Team Leadership and Staff Management – You will lead, motivate, and develop the front desk team by recruiting and training front office staff, setting performance expectations, conducting evaluations, fostering a service-oriented culture, and ensuring all team members are aligned with Rotana's hospitality standards and brand values.

Guest Service Excellence – You will champion guest service excellence by monitoring guest interactions, handling VIP arrivals and special requests, resolving guest complaints professionally, implementing service recovery strategies, and ensuring every guest receives personalized, warm, and memorable service that reflects Rotana's commitment to hospitality.

Revenue Management and Upselling – You will support revenue management and upselling initiatives by maximizing room revenue, promoting hotel facilities and services, coordinating with the reservations and revenue teams, implementing upselling techniques, and ensuring optimal occupancy and average daily rate (ADR) performance.

Guest Relations and Complaint Resolution – You will manage guest relations and complaint resolution by engaging with guests proactively, addressing concerns promptly and professionally, escalating complex issues to senior management when necessary, and ensuring guest satisfaction is maintained at the highest level.

Front Office Systems and Technology – You will manage front office systems and technology by overseeing property management systems (PMS) such as Opera, ensuring accurate data entry, monitoring system performance, coordinating with IT for technical support, and ensuring all front desk staff are proficient in using hotel technology.

Reservations and Room Inventory Management – You will coordinate reservations and room inventory management by liaising with the reservations team, managing room availability, overseeing room assignments, coordinating with housekeeping on room status, and ensuring optimal room utilization and guest satisfaction.

Cash Handling and Financial Procedures – You will oversee cash handling and financial procedures by managing front desk cash floats, ensuring accurate billing and payment processing, reconciling daily transactions, preparing shift reports, and maintaining adherence to financial controls and auditing standards.

Coordination with Other Departments – You will coordinate with housekeeping, concierge, food and beverage, maintenance, and other hotel departments by ensuring seamless communication, managing guest requests, resolving operational issues, and maintaining cross-functional collaboration to deliver integrated guest experiences.

VIP and Special Guest Management – You will manage VIP and special guest services by coordinating personalized amenities, ensuring priority service, maintaining VIP guest profiles, communicating special requirements to relevant departments, and delivering bespoke experiences for high-value and repeat guests.

Compliance and Standards Adherence – You will ensure compliance with Rotana's standard operating procedures (SOPs), health and safety regulations, data protection policies, and quality assurance standards, and by maintaining adherence to local hospitality regulations and brand guidelines.

Shift Management and Scheduling – You will manage shift schedules and staff rostering by ensuring adequate front desk coverage across all shifts, managing labor costs, coordinating shift handovers, and ensuring continuity of service during peak and low occupancy periods.

Training and Development – You will provide training and development by conducting orientation for new hires, delivering ongoing training on systems and service standards, coaching staff on guest interaction skills, and supporting the professional growth of front desk team members.

Reporting and Performance Analysis – You will prepare and present front office reports by tracking KPIs including occupancy rates, ADR, guest satisfaction scores, complaint resolution times, and revenue metrics, and by providing insights to senior management for strategic decision-making and continuous improvement.

Front Desk Management Experience – Proven experience as a Front Desk Manager, Front Office Manager, Assistant Front Office Manager, or in a similar senior front office role is required. Your background should demonstrate the ability to manage front desk operations, lead teams, and deliver exceptional guest service in a hotel environment.

Hospitality Leadership and Service Excellence – Strong hospitality leadership and commitment to service excellence are essential. You should be capable of inspiring teams, maintaining high service standards, and creating memorable guest experiences that drive satisfaction and loyalty.

Property Management Systems (PMS) Proficiency – Hands-on experience with hotel property management systems, particularly Opera PMS, is required. Proficiency with other PMS platforms (Fidelio, Protel, or similar) is also valued.

Communication and Interpersonal Skills – Excellent verbal and written communication skills in English are mandatory. Proficiency in Arabic or additional languages is a strong advantage for engaging with diverse international and local guests.

Problem-Solving and Decision-Making – Strong problem-solving and decision-making abilities are critical for managing guest complaints, resolving operational challenges, and ensuring smooth front desk operations under pressure.

Revenue and Upselling Skills – Understanding of revenue management principles, upselling techniques, and room inventory optimization is important for maximizing hotel revenue and occupancy performance.

Financial Acumen – Good financial acumen including cash handling, billing accuracy, and understanding of front office financial procedures is essential for managing daily transactions and ensuring financial integrity.

Guest-Focused Mindset – A genuine guest-focused mindset and passion for hospitality are essential. You should be committed to exceeding guest expectations and creating positive, personalized experiences for every guest.

Abu Dhabi/UAE Hotel Experience (Preferred) – Experience working in Abu Dhabi or UAE hotels is preferred. Familiarity with local guest demographics, cultural expectations, and regional hospitality standards will strengthen your candidacy.

Rotana or International Brand Experience (Preferred) – Experience working with Rotana Hotels or other international hotel brands is a plus. Understanding of global hospitality standards and brand culture is advantageous.

How to Apply:

Send your updated CV to sales.marketing@rotana.com

Please highlight your front desk or front office management experience, your leadership capabilities, your proficiency with Opera PMS or other hotel systems, and examples of guest service excellence or operational improvements you have delivered. Mention any experience with Rotana Hotels or Abu Dhabi/UAE hospitality. Forward to anyone in your network who may be a strong fit.

Position Details:

Role: Front Desk Manager | Full-Time | On-Site

Organisation: Rotana Hotel Management Corporation PJSC

Location: Abu Dhabi, United Arab Emirates

Interview Mode: To be confirmed

Work Model: On-Site

About the Company:

Rotana Hotel Management Corporation PJSC is one of the leading hotel management companies in the Middle East, Africa, and South Asia, operating a diverse portfolio of hotels and resorts across the region. Rotana is committed to delivering authentic Arabian hospitality and exceptional guest experiences. The company is seeking an experienced Front Desk Manager who brings operational excellence, leadership strength, and a passion for hospitality to lead front office operations and contribute to Rotana's reputation for service excellence in Abu Dhabi.