Front Office Manager(F/M/X)

Job Description

About The Role:

• Effective management of the Hotel Front Office operation to achieve a reputation as a market leader in individualised customer focused service in the hotel locality.

• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis and simple configuration changes to ensure an efficient and effective system.

• Ensure hotel targets around RPS, NPS, Loyalty and room upselling are met to ensure KPI’s are achieved.

• Oversee the lobby services including car parking and porterage, ensuring VIP and other guest arrivals and departures are as smooth and efficient as possible to maximise guest satisfaction.

• Daily liaison with the Reservations office to ensure accuracy in room allocation and maximisation of yield in order to drive the financial performance of the hotel.

• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson to ensure the correct information is relayed.

• Establish, in conjunction with the General Manager, financial performance targets for revenue, expenditure and market share and ensure department achieves these targets.

• Strive to implement the Accor Vision and demonstrate active use of Accor Heartist Values in order to lead by example.

• Assist in the development of the Annual Business Plan and Financial Budget.

• Any other duties assigned by your manager.

Qualifications

About You:

Experience & Background:

• Bachelor’s degree in a relevant field or a combination of equivalent education.

• Minimum 5 years of front office experience in hotels.

• Minimum 3 years in a leadership or supervisor role.

• Previous experience with high occupancy, fast check-in/out cycles, business and leisure travelers.

Skills & Personality:

• A natural leader with presence and poise.

• Confident with hotel PMS systems (Opera preferred).

• Excellent communicator - written, verbal, and digital.

• Calm under pressure, solutions-oriented, and guest-obsessed.

• Tech-savvy and process-driven, with a love for clean systems and smooth operations.