Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the front office team, ensuring exceptional guest experiences and maximising revenue opportunities.
- Company: Join Accor, a global leader in responsible hospitality with over 5,600 hotels worldwide.
- Benefits: Enjoy exclusive perks, career growth, and recognition for your hard work.
- Why this job: Become a Heartist and make a real impact in the world of hospitality.
- Qualifications: Experience in front office management and a passion for customer service.
- Other info: Dynamic environment with opportunities to grow locally or globally.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Company Description
passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo. Join us at Accor, where life pulses with passion! As a pioneer in the art of 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, discover other professions, and pursue career opportunities in hotels or other hospitality environments in your country or anywhere in the world. You will enjoy exclusive benefits and strong recognition for your daily commitment. Everything you do with us will offer a deep sense of meaning, creating lasting, memorable and impactful experiences for customers, colleagues and the planet. Hospitality is a work of heart. Join us and 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. It is imperative that the department runs in accordance with Fairview Hotels procedures for reception, nights and reservations and observes current policies and procedures. You will ensure guests are served in a friendly and efficient manner, ensuring that the guest receives a memorable welcome and farewell at the hotel. You will deal with guest requests in a timely and professional manner, finding operational solutions to guest challenges ensuring that the hotel\’s reputation is intact and that company values are adhered to and guest problems are resolved to their satisfaction. You will take care of all guest service requests pre-arrival, post-arrival and post-departure during their stay. You will work in line with company standards and ensure the reception desk and front lobby area are manned and all guests are given priority and attention at all times.
Key Responsibilities
- Running of front of house process on a day to day/shift to shift basis
- Management of the reception team, ensuring all company policies and procedures are adhered to at all times
- Ensuring the department is correctly staffed within budgetary limits
- Responsible for the daily banking
- Responsible for the change orders
- Responsible for the contents of the safe with a correct handover being adhered to
- Ensuring all reservations are entered to company standard and followed up
- Ensuring the reception team is briefed on offers and promotions throughout the hotel
- Training of reception team
- Ensuring the hotel maximises sales and revenue at every opportunity
- Liaising with all departments and briefing the hotel management on a daily basis
- To assist the Hotel Manager by taking responsibility for the department and operating within budgetary demands for both revenue and wage constraints
- To attend any HOD meeting
- To undertake any other projects as discussed and set by General Manager.
Key Responsibilities For The Front Of House Department
- To ensure all guests are received at the reception desk in accordance with Company Policies and Company Standard Policy.
- Ensure that all guest registration forms are completed in full to comply with the Prevention of Terrorism Act.
- Handle guest queries and complaints and take appropriate action to ensure total guest satisfaction. Communicate any problems to The General Manager.
- Ensure all bills are accurate with full back up so there is no delay in guest payment.
- Pre-arrival calls to be made on busy days to ensure hotel is full and all reservations are fully chargeable.
- Upscale opportunities to be maximised for dining and meetings
- Ensure effective communication between Reception and all other departments.
- Ensure there are no errors on the guest bills before presenting them to the guest for payment.
- Corrections and adjustment sheet to be completed and signed off by HM daily with full detailed back up of reasons.
- Ensure banking balances on every shift.
- Ensure deposits are taken and correctly processed at all times.
- Ensure commission’s payments are correctly checked.
- Carry out 1,3,7,14,21 and 28 day checks on all arrivals to minimise overbooking or no show situations.
- To carry out courtesy calls to ensure guest satisfactions and keep discount to a minimum.
- Maximise restaurant bookings in conjunction with F&B team.
- Conduct team appraisals and reviews.
- To use all revenue management tools, practices and assist in developing and optimising revenue – generating strategies for the hotel in short, medium and long term.
- To be aware of our regular guests and to encourage repeat business.
- Ensure that the front office team are aware of all meetings, events and group arrivals.
Qualifications
- Minimum of 12 months experience in a front office supervisory role, preferably in a luxury hotel setting
- 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 for the position of Front of House Manager will be able to demonstrate clear progression in their career to date and have gained hotel revenue management experience in a competitive market place. You must have the ability to work in close liaison with other senior managers. You must be computer literate, have strong sales awareness and the ability to 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.
#J-18808-Ljbffr
Front Office Manager employer: Novotel Hotels
Contact Detail:
Novotel Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Front Office Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry, attend events, and engage with professionals on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your personality! When you get the chance to meet potential employers, whether at a job fair or an interview, let your passion for hospitality shine through. Remember, they’re looking for Heartists who genuinely care about guest experiences.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you would handle guest complaints or maximise revenue opportunities. Practising your responses will help you feel more confident and ready to impress.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of exciting opportunities waiting for you. Plus, it’s a great way to show your enthusiasm for joining our team at Accor.
We think you need these skills to ace Front Office Manager
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for hospitality shine through! Share experiences that highlight your commitment to providing exceptional guest service and how you embody the Heartist spirit.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the Front Office Manager role. Highlight relevant experience, especially in managing teams and maximising revenue opportunities, to show us you're the perfect fit!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to see your key achievements and skills. We appreciate a well-structured application that gets straight to the heart of your qualifications.
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application will go straight to us, and we can’t wait to see what you bring to the table! Don’t forget to double-check everything before hitting send!
How to prepare for a job interview at Novotel Hotels
✨Know Your Hospitality Basics
Brush up on your knowledge of hospitality principles, especially those related to front office management. Understand the key responsibilities of a Front Office Manager at Accor, such as guest service excellence and revenue maximisation, so you can speak confidently about how your experience aligns with their needs.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership abilities. Discuss how you've motivated teams in previous roles, managed conflicts, or improved processes. Accor values strong leaders, so demonstrating your capacity to inspire and manage a team will set you apart.
✨Emphasise Customer Service Excellence
Be ready to share specific instances where you provided exceptional customer service. Accor is all about creating memorable experiences for guests, so illustrate how you've gone above and beyond to ensure guest satisfaction in your past roles.
✨Familiarise Yourself with Revenue Management
Since the role involves maximising sales and revenue opportunities, brush up on your knowledge of revenue management tools and strategies. Be prepared to discuss how you've used these in the past to drive results, as this will show your understanding of the business side of hospitality.