Front Office Manager

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

We're looking for an experienced and dynamic Front Office Manager to join our team in Chennai, India. In this pivotal role, you'll lead our front office operations with professionalism, enthusiasm, and a genuine commitment to delivering exceptional guest experiences. You'll manage day-to-day operations, mentor your team, and drive performance while maintaining the highest standards of hospitality and service excellence. This is an opportunity to make a meaningful impact on both guest satisfaction and operational success.

**Leading and Developing the Front Office Team**

• Utilize strong interpersonal and communication skills to lead, influence, and motivate team members with integrity and transparency
• Foster an inclusive, collaborative environment built on mutual trust, respect, and cooperation among all team members
• Serve as a role model, demonstrating professional behaviors and a customer-focused mindset
• Supervise, manage, and support employees through coaching, mentoring, and constructive feedback
• Establish clear performance expectations aligned with job descriptions and monitor progress consistently
• Recognize and celebrate team member contributions and successes publicly and privately
• Conduct regular department meetings to communicate goals, expectations, and operational updates

**Managing Front Office Operations and Goals**

• Oversee all front office functions, including guest check-in/check-out procedures, reservations, and guest services
• Achieve and exceed departmental performance goals, budget targets, and guest satisfaction metrics
• Develop and implement specific action plans to prioritize work and accomplish operational objectives
• Maintain focus on critical operational components that drive guest satisfaction and financial results
• Review staffing levels regularly to ensure adequate coverage while meeting operational and financial objectives
• Analyze front office operations and their impact on overall property performance and revenue goals
• Ensure quality standards and guest service expectations are consistently met on a daily basis

**Ensuring Exceptional Customer Service**

• Provide services that exceed guest expectations, fostering satisfaction and loyalty
• Display leadership in guest hospitality and exemplify excellent customer service in all interactions
• Respond promptly and professionally to guest concerns, complaints, and special requests
• Create a positive, welcoming atmosphere conducive to an outstanding guest experience
• Observe employee service behaviors and provide constructive feedback to improve service delivery
• Communicate guest needs and feedback to relevant departments to enhance overall property operations

**Managing Policies, Procedures, and Compliance**

• Ensure strict compliance with all front office policies, standards, and standard operating procedures (SOPs)
• Administer property policies fairly and consistently across all team members
• Follow disciplinary procedures and documentation requirements in accordance with established protocols
• Maintain transparency in all operational and personnel decisions

**Talent Development and Culture**

• Identify developmental needs of team members and provide coaching, mentoring, and support for skill improvement
• Solicit employee feedback through an open-door policy and address concerns with empathy and professionalism
• Interview and hire qualified managers and team members in a timely manner to meet operational needs
• Ensure fair and equitable treatment of all employees
• Foster an inclusive workplace culture that values diversity and collaboration

**Additional Responsibilities**

• Communicate relevant information to supervisors, colleagues, and team members via phone, email, or in person
• Analyze operational challenges and facilitate the development of solutions to prevent future issues
• Prepare reports and provide updates on front office performance, metrics, and initiatives
• Complete additional tasks as assigned by senior management

**Minimum Required Qualifications:**

• Bachelor's Degree in hospitality management, business administration, or a related field, OR equivalent professional work experience
• Minimum 2 years of management experience in a hotel or hospitality setting
• Minimum 2 years of experience in guest services, front desk operations, or equivalent customer-facing role
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Proficiency in hotel property management systems (PMS) and related software
• Excellent written and verbal communication skills in English
• Strong leadership, organizational, and interpersonal skills
• Demonstrated ability to work accurately and independently while managing multiple priorities
• Ability to effectively interact with diverse internal and external customers and employees with patience, tact, empathy, and diplomacy
• Strong problem-solving and analytical abilities
• Professionalism, sound judgment, and excellent decision-making skills
• Ability to maintain composure and resilience under pressure
• Flexibility to work varied shifts, including evenings, weekends, and holidays as required

**Preferred Qualifications:**

• Experience working in a unionized hospitality environment
• Knowledge of customer relationship management (CRM) systems
• Experience with revenue management and budget analysis
• Certification in hospitality management or hotel operations
• Multilingual capabilities, particularly regional Indian languages
• Prior experience managing front office teams in a multi-property organization