Front Office Manager

Company Description

Overlooking the historic Bute East Dock, Novotel Cardiff Centre is for guests looking for style and comfort. It offers a quiet location close to many local attractions, including Cardiff Castle, Cardiff Bay and St David's Shopping Centre. Relax and unwind with our fantastic leisure facilities, including a gym, swimming pool and steam room. The on-site Customs Shed restaurant offers a mix of local and international cuisine, while the bar boasts a selection of beverages for you to relax and savour.

Our hotel is conveniently located for both rail and road travellers. It's just an 11-minute walk from Cardiff Central Station and a 10-minute drive from the M4. If you're flying in, we're approximately 30 minutes away from Cardiff International Airport. Our facilities are perfectly tailored for business travellers. We've got ten fully equipped meeting rooms available, which can accommodate up to 200 guests.

The hotel makes a great base for anyone travelling further afield too. Brecon Beacons National Park, Caerphilly, Swansea and Bristol are within reach. The hotel is extremely convenient and caters to all types of trip.

We are seeking an enthusiastic and customer-focused Front Office Manager to join our team in Cardiff, United Kingdom. As the Front Office Manager, you will play a crucial role in ensuring exceptional guest experiences and leading our front office operations with professionalism and efficiency.

• Oversee and manage all front office operations, including reception, concierge, and guest services
• Lead, train, and motivate the front office team to deliver outstanding customer service
• Develop and implement strategies to enhance guest satisfaction and loyalty
• Monitor and analyze key performance indicators to drive continuous improvement
• Manage guest complaints and concerns, ensuring prompt and effective resolution
• Collaborate with other departments to ensure seamless guest experiences
• Oversee scheduling and staffing to maintain optimal productivity and service levels
• Implement and maintain standard operating procedures for the front office
• Manage departmental budgets and financial performance
• Stay updated on industry trends and implement innovative practices to improve operations
• Ensure compliance with all relevant hotel policies, procedures, and safety regulations

• Proven experience in a front office management role within the hospitality industry
• Strong leadership skills with the ability to motivate and develop a high-performing team
• Excellent interpersonal and communication skills, with a customer-focused approach
• Highly organized with strong attention to detail and the ability to multitask effectively
• Results-oriented mindset with a track record of improving operational efficiency
• Proficiency in hotel management software, particularly Opera or similar systems
• Strong problem-solving abilities and decision-making skills
• Financial acumen, including budget management and revenue optimization
• Flexibility to work in a fast-paced environment and adapt to changing priorities
• Bachelor's degree in Hospitality Management or related field preferred
• Knowledge of industry standards and best practices in front office operations
• Ability to work flexible hours, including evenings, weekends, and holidays as needed

Special Note

During the course of duty you will have access to certain information, which demands the utmost confidentiality. Discretion must be exercised at all times. Your responsibilities are included but not limited to this job description as this has been drafted as a guide to the purpose and main duties of the role as it currently exists. The hotel relies on the flexibility of its staff to ensure the continuity of the high standards currently being achieved. It is not intended as a wholly comprehensive or permanent schedule of duties and it does not form part of the contract of employment. The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.

Information on the processing of personal data

When you submit an application to [HQ and Midscale Hotels: Accor UK Business & Leisure Hotels Limited] OR [Ibis Family Hotels: Accor UK Economy Hotels Limited], trading as AccorInvest UK, the company processes some of your personal data to consider and manage your application. We may also process data supplied to us by third parties, for example one or more of your former employers or a third-party supplier of personality questionnaires. Please note that your answers to any questionnaire will not lead to an automated decision. In our capacity as data controller, we ensure that we comply with all legislation relating to the protection of personal data (in particular the retained EU law version of the General Data Protection Regulation (Regulation (EU) 2016/679) and the Data Protection Act 2018). Information relating to the processing of candidates' personal data and to the exercise of their rights of access, opposition, rectification and deletion is available in our Employee Privacy Policy.