Front Office Manager

Overview

Join us at Accor, where life pulses with passion. As a pioneer in responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. 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, with opportunities to grow and pursue career opportunities in hotels or other hospitality environments, locally or globally. You will enjoy exclusive benefits and recognition for your daily commitment. Hospitality is a work of heart, and you can become a Heartist.

Job Description

Purpose of role: The Front Office Manager is responsible for the management and execution of the Reception, Night Porter/Auditor of the hotel and ensuring the hotel maximises all sales/revenue opportunities. The department must run in accordance with Fairview Hotels procedures for reception, nights and reservations and observe current policies and procedures. You will ensure guests are served in a friendly and efficient manner, providing a memorable welcome and farewell. You will handle guest requests in a timely and professional manner, resolving guest issues to uphold the hotel’s reputation and company values. You will manage pre-arrival, check-in, during stay, and post-departure guest services, ensuring the reception desk and front lobby are properly manned and guests receive priority and attention at all times.

Key Responsibilities

• Run front of house processes on a day-to-day/shift-to-shift basis
• Manage the reception team, ensuring adherence to company policies and procedures
• Ensure the department is correctly staffed within budgetary limits
• Responsible for daily banking
• Responsible for change orders
• Manage safe contents with proper handover procedures
• Ensure reservations are entered to standard and followed up
• Brief reception team on offers and promotions throughout the hotel
• Train reception team
• Maximise sales and revenue opportunities
• Liaise with all departments and brief hotel management daily
• Assist Hotel Manager by taking responsibility for the department within revenue and wage constraints
• Attend HOD meetings
• Undertake other projects as discussed with General Manager

• Ensure front of house guests are received in accordance with Company Policies and Standards
• Ensure guest registration forms comply with applicable regulations
• Handle queries and complaints to achieve total guest satisfaction; report problems to General Manager as needed
• Ensure accurate guest bills with complete back-up
• Make pre-arrival calls on busy days to optimise occupancy and chargeability
• Maximise upsell opportunities for dining and meetings
• Maintain effective communication between Reception and all other departments
• Ensure no errors on guest bills; complete corrections and adjustment sheets with detailed backups
• Maintain banking balances on every shift; manage deposits and commissions accurately
• Conduct regular checks on arrivals to minimise overbooking or no-show situations
• Perform courtesy calls to ensure guest satisfaction and minimise discounts
• Coordinate with F&B to maximise restaurant bookings
• Conduct team appraisals and reviews
• Use revenue management tools and support revenue-generating strategies in the short, medium, and long term
• Maintain awareness of regular guests and encourage repeat business
• Ensure front office team is aware of meetings, events, and group arrivals

Qualifications

• Minimum of 12 months experience in a front office supervisory role, preferably in a luxury hotel
• Proven leadership skills with the ability to inspire and motivate a team
• Excellent customer service skills with a passion for delivering exceptional guest experiences
• Strong organizational and time management abilities
• Proficiency in Property Management Systems (PMS) such as Opera cloud
• Valid First Aid Certificate (preferred)
• Clean driving record and a valid driver’s license (preferred)
• Bachelor’s degree in Hospitality Management or related field (preferred)
• Knowledge of revenue management principles
• Exceptional verbal and written communication skills
• Ability to build and maintain positive relationships with guests and team members
• Professional appearance and demeanor at all times
• Multilingual skills (preferred)
• Flexibility to work varying shifts, including weekends and holidays
• Detail-oriented with a focus on accuracy and efficiency

The Person

Successful candidates will demonstrate clear progression in their career to date and have gained hotel revenue management experience in a competitive market. You must be able to work in close liaison with other senior managers, be computer literate, have strong sales awareness, and make sound business decisions in a fast-moving environment.

Additional Information

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.