Front Office Manager

Raffles Hotels & Resort is a collection of award-winning luxury hotels located in vibrant destinations around the world. It is part of AccorHotels brands, which offers unique moments and diverse experiences in more than 4.100 addresses throughout 95 countries. From luxury to economy, each hotel shares a common, well-being and warm welcome.

Raffles Seychelles offers spectacular colleague accommodation, accompanied by world class facilities, transportation, uniforms, meals and boat tickets to and from Praslin/Mahé. The Resort features 86 luxurious villas, the award-winning Raffles Spa as well as several stylish and unique dining options. 

We offer excellent career development and growth opportunities for our colleagues who have the talent, dedication, drive and passion to be part of a leading global luxury hospitality brand.
 

Position :          Front Office Manager

Department :    Rooms Division / Front Office

Reports to :        Director of Rooms

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PURPOSE OF POSITION

The Front Office Manager is responsible for the strategic and operational leadership of all Front Office departments. The primary goal is to ensure the highest standards of guest service and product quality are met while maximizing room revenue and occupancy. As a key member of the leadership team, you will drive guest loyalty through personalized recognition and foster a culture of professional excellence and accountability.

KEY ROLES & RESPONSIBILITIES

• Supervise the team to ensure optimum occupancy and average room rate (ADR). Collaborate with Revenue Management to implement strategies that maximize total RevPAR.
• Monitor and promote Front Office marketing techniques, Inter-Hotel sales, and in-house facility usage in line with FIT and loyalty programs.
• Analyze Property Management System (PMS) reports and business intelligence to compile relevant statistics, tracking trends to inform future operational decisions.
• Continually audit the accuracy of room counts and manage room inventory to prevent overbooking while maximizing sell-outs.
• Monitor Reception to ensure priority guests, repeat residents, and VIPs receive hallmark recognition and "special attention" as they are interacting with these guests. Ensure VIP and flagged guests are communicated with the Guest Relations Manager and the respective concierge team / Butler team.
• Act as the final arbiter for service quality, ensuring all guests receive prompt, cordial attention and that "service recovery" is handled with a high degree of empathy and professionalism.
• Approve upgrades, special amenities, and rebates, ensuring these gestures are used strategically to enhance the guest experience.
• Communicate daily with the Director of Rooms regarding VIP movements, occupancy fluctuations, and significant guest feedback.
• Partner with Human Resources to plan staffing needs, recruit top-tier talent, and design comprehensive induction programs for new colleagues.
• Conduct formal performance appraisals and monthly departmental meetings. Lead the coaching, counseling, and disciplinary processes to maintain high morale and accountability.
• Regularly analyze training needs and develop specialized programs to ensure the team stays ahead of luxury industry standards.
• Prepare efficient work and vacation schedules, meticulously planning for occupancy peaks, large group movements, and seasonal shifts.
• Assume overall responsibility for the physical state of the Front Office. Conduct routine inspections of all guest-facing and back-of-house areas to ensure facilities and equipment are in "like-new" condition.
• Maintain strong relationships with Housekeeping, Engineering, and F&B to ensure a seamless "one-team" approach to guest service.
• Ensure the team is fully trained on system recovery procedures and that all technical tools are functioning optimally.
• Work with the Finance Manager to prepare and manage the annual departmental budget, monitoring labor costs and operating expenses.
• Liaise closely with the Finance Department to ensure strict adherence to credit procedures and guest billing accuracy.
• Log and investigate security incidents or accidents. Adhere to Occupational Health & Safety (OH&S) policies and ensure the team is fully conversant with emergency and fire evacuation procedures.

PERSONAL ATTRIBUTES

• Excellent communication skills in English
• Ability to communicate in a second language
• Ability to work well under pressure, focus on details, think clearly, analyze and resolve problems, exercise good judgment, always with calm and composure
• Strong working knowledge of budgets, forecasting, profit and loss statements
• Ability to train and motivate individuals, creating and maintaining a cohesive team
• Good computer knowledge; able to use property management system
• Solid interpersonal skills; able to ascertain and effectively address guest/employee needs
• Ability to ensure security and confidentiality of guest and hotel information
• Ability to work with constant interruptions with a high degree of professionalism
• Ability to prioritize and organize work assignments; delegate work
• Ability to direct performance of staff and follow up with corrections where needed

SKILLS & QUALIFICATIONS

• Leadership: Proven ability to manage, motivate, and develop a diverse team in a high-pressure environment.
• Analytical Thinking: Ability to interpret complex financial data and turn it into actionable operational strategies.
• Luxury Sensibility: A deep understanding of luxury brand standards (e.g., Raffles, Forbes, LQA).
• Communication: Exceptional verbal and written communication skills for interacting with VIP guests and executive stakeholders.
• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 5 years’ relevant experience with at least 3 year at a management level.