Director of Front Office – Curator of Guest Experience at Kimpton Sevn Dubai (Pre-Opening)

IHG Hotels & Resorts View all jobs

United Arab Emirates
Permanent
Full-time

24 days ago

Job Category: Hotel-Front OfficeJob Description:Director of Front Office- Curator of Guest ExperienceKimpton Sevn Dubai (Pre-Opening)Reporting to: Hotel ManagerAt 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 MattersThe 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 ExperienceYou 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 DoLead with PersonalityBring your authentic self to leadership-creating a culture where individuality is celebrated and service feels natural, not scripted.Build from the Ground UpPlay a key role in the pre-opening phase-recruiting talent, establishing standards, and shaping the guest journey.Deliver Exceptional ExperiencesYour leadership will directly influence guest satisfaction, loyalty, and brand reputation.The GigReporting 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 HumanAt 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-DayEvery 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 ManagerAs 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 YouEducation

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 UsAt 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.About Us: 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?About the Team: 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.

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