Job description
Role Overview
Front Office Manager at Accor. This role oversees Front Office operations at a hotel within the Accor Group, a global hospitality pioneer spanning more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations across 110 countries.
Company Overview
Accor is a leader in responsible hospitality. Each of its brands maintains its own identity while sharing a common ambition to innovate and challenge the status quo. The company culture emphasizes creating lasting, memorable, and impactful experiences for guests and colleagues, and offers career development opportunities across its global portfolio.
Role Purpose
Lead Front Office operations to deliver exceptional guest experiences, ensure service excellence, maximize room revenue, develop the Front Office team, and maintain the highest operational standards.
Key Responsibilities
Operations & Service Delivery
- Oversee daily Front Office operations 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.
- Conduct regular inspections of the lobby, reception, cashier area, and VIP rooms to maintain presentation and cleanliness standards.
- Ensure all close-of-day procedures, reports, and non-guaranteed reservation releases are completed accurately and on time.
Guest Experience & Relations
- Provide personalized service and recognition to VIPs, repeat guests, and special arrivals.
- 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.
- Monitor guest feedback, quality audit results, and implement initiatives to improve guest satisfaction.
Coordination & Compliance
- 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.
- Conduct daily briefings, effective shift handovers, and maintain strong communication with all hotel departments.
Team Leadership & Development
- 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.
Revenue Management
- Drive upselling and revenue-generating initiatives while ensuring Front Desk associates achieve room revenue targets.
Qualifications & Experience
- Previous experience as a Front Office Manager or Assistant Front Office Manager in a hotel environment.
- 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.
Skills & Competencies
- Strong leadership, communication, and problem-solving skills.
- Ability to work in a fast-paced environment with flexibility to work shifts, weekends, and public holidays.
Additional Information
Accor offers exclusive benefits specific to the hospitality sector and beyond, as well as strong recognition for daily commitment. Career development and progression opportunities are available within the hotel and across hospitality environments globally.