Company Description
Join us at Accor, where life pulses with passion!
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.
By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!
You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues
Hospitality is a work of heart,
Join us and become a Heartist®.
Job Description
We are looking for a passionate and experienced Front Office Manager to lead our Front Office operations and deliver exceptional guest experiences. The successful candidate will oversee the daily operations of the Front Office, ensure service excellence, maximize room revenue, lead and develop the team, and maintain the highest operational standards.
Key Responsibilities
- Oversee the daily operations of the Front Office to ensure exceptional guest service and smooth hotel operations.
- Monitor room inventory, room availability, room types, and rate categories to maximize occupancy, ADR, and revenue.
- Ensure accurate room counts, guest profiles, registration records, and Front Office reports.
- Provide personalized service and recognition to VIPs, repeat guests, and special arrivals.
- Conduct regular inspections of the lobby, reception, cashier area, and VIP rooms to maintain presentation and cleanliness standards.
- Coordinate closely with Housekeeping to ensure rooms are ready on arrival and guest requests are fulfilled.
- Liaise with the Finance team to ensure compliance with credit policies and accurate guest billing.
- Review operational reports, monitor Front Office procedures, and ensure compliance with company standards.
- Lead, coach, train, and motivate the Front Office team to achieve operational and service excellence.
- Ensure all team members complete mandatory training and maintain high standards of grooming, professionalism, and conduct.
- Conduct daily briefings, effective shift handovers, and maintain strong communication with all hotel departments.
- Monitor guest feedback, quality audit results, and implement initiatives to improve guest satisfaction.
- Drive upselling and revenue-generating initiatives while ensuring Front Desk associates achieve room revenue targets.
- Ensure all close-of-day procedures, reports, and non-guaranteed reservation releases are completed accurately and on time.
- Maintain a high level of product knowledge of the hotel and local area and actively promote hotel facilities and services.
- Handle guest concerns professionally and ensure service recovery is carried out effectively when required.
Qualifications
Qualifications
- Previous experience as a Front Office Manager or Assistant Front Office Manager in a hotel environment.
- Strong leadership, communication, and problem-solving skills.
- Excellent knowledge of Front Office operations and hotel PMS systems (Opera experience preferred).
- Proven ability to deliver exceptional guest service while achieving operational and revenue objectives.
- Ability to work in a fast-paced environment with flexibility to work shifts, weekends, and public holidays.
