Employment Type: Full Time
Location: Dubai, UAE
Industry: Business Support Services | Client Experience

Role Overview

The Team Lead – Front Office & Client Experience Operations is responsible for leading and supervising all front-facing client interactions across the office. This role ensures a seamless, professional, and brand-consistent experience for walk-in clients, visitors, and VIP guests.

Operating in a 24/7 service environment, the role is critical in managing front desk teams, optimizing client flow, minimizing wait times, and maintaining high service standards across all client-facing areas.

Key Responsibilities

Front Office Leadership & Operations

• Lead and oversee all front-end client experience functions including front desk operations, walk-ins, lobby management, and in-person service delivery

• Supervise and coach Corporate Ambassadors and front desk staff to ensure consistent, courteous, and professional service

• Ensure uninterrupted 24/7 front-office coverage through effective shift planning and workforce allocation

• Manage client appointments, walk-in flow, VIP visits, and peak-hour demand to minimize wait times and service bottlenecks

Service Quality & Brand Standards

• Maintain oversight of office readiness, ambiance, and presentation across all client-facing and shared areas (lobby, meeting rooms, lounges, pantry)

• Conduct regular service quality audits to ensure adherence to SOPs, grooming standards, and brand guidelines

• Act as the first escalation point for front-office complaints, delays, or service issues, ensuring swift and effective resolution

Client Experience & Performance Management

• Track, analyze, and report front-end KPIs including footfall, wait times, escalations, service recovery, and client satisfaction

• Drive client feedback initiatives such as Google Reviews, satisfaction surveys, and experience metrics

• Provide real-time coaching and on-the-floor guidance to improve soft skills, client handling, and service consistency

Cross-Functional Coordination & Client Engagement

• Coordinate closely with backend, compliance, client servicing, and operations teams to ensure seamless service handovers

• Support in-person client onboarding activities including document verification, KYC processes, and service walkthroughs

• Lead client-facing initiatives such as hospitality activations, welcome events, and lobby engagement programs

• Ensure client transportation pick-up and drop-off services meet hospitality and brand standards at all times

Candidate Requirements

Education & Experience

• Bachelor’s degree in Business Administration, Hospitality Management, or Customer Experience

• Professional certifications in hospitality or customer service are an advantage

• 3–4 years of experience in front office, hospitality, or client experience environments

• 1–2 years of proven experience in a supervisory or team lead role, preferably in corporate services or hospitality

Skills & Competencies

• Strong leadership, communication, and conflict resolution skills

• Proficiency in CRM systems, visitor management platforms, front desk ticketing, and scheduling tools

• Advanced MS Office skills and experience with online review and survey platforms

• Client-centric mindset with high attention to detail and ability to perform under pressure

• Fluency in English; additional languages are a plus

Why This Role?

• Lead high-visibility client experience operations in a premium corporate environment

• Play a key role in shaping brand perception and customer satisfaction

• Work in a structured, performance-driven, and service-focused organization

• Opportunity to grow into senior client experience or operations leadership roles