Front Office Manager

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The Front Office Manager is responsible for overseeing the day-to-day operations of the front office department, ensuring that guests receive a warm welcome and efficient service. This role plays a critical part in the hotel’s success by creating a positive first impression and ensuring guest satisfaction.

The Front Office Manager will manage and motivate the front office teams to provide high quality services for guests and to ensure the department meets its quantitative and qualitative monthly targets, to increase revenue through sales efforts and by managing room’s revenue effectively.

What’s in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities

What you will be doing:

• Develop close professional relationships with guests throughout their stay with the aim of gaining their loyalty.
• Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues.
• Ensure a warm and genuine arrival and departure experience. Anticipate guest needs and take action to ensure a unique guest experience.
• Ensure that all front office Heartists including front desk agents, doorman, bellboy, concierge etc. are professionally groomed according to the hotel standards.
• Ensure proper staffing and scheduling of all front office colleagues in accordance with productivity guidelines.
• Communicate all log entries by duty managers to ensure that all issues and concerns raised are closed with thorough follow up actions.
• Liaise with reservations department in a high house situation and recommend actions to be taken. Check on black out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible.
• Liaise with finance department to ensure that credit procedures are properly carried out.
• Analyze market trend, review rooming list and motivate front office heartists to up-sell rooms with the view of achieving higher yield and increasing revenue.
• Manages the employee performance within the front office department. This includes training, development, coaching, and conducting performance reviews.
• Handle all guest complaints and comments relating to the department tactfully.
• To conduct daily roleplays and audits for enhanced guest experience.
• Maximize hotel revenue by controlling room inventory, group blocking, packages, up-selling, adhering to late charge and double occupancy policies to maximize REVPAR.

• Bachelor's degree in Hospitality Management, Business Administration, or related field (Master's degree preferred).
• Proven experience in Front Office Management or related roles within the hospitality industry, preferably in luxury or 5-star hotels.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams.
• Guest service-oriented mindset – ability to handle complaints and ensure guest satisfaction.
• Financial acumen – understanding of budgets, revenue management, and financial reporting.
• Proficiency in hotel management software (e.g., Opera, PMS systems).