Front Office Manager at Accor

The Front Office Manager is responsible for leading the Front Office operations, including Front Desk, Concierge, Royal Service, and Guest Services. The role ensures seamless guest experiences from arrival to departure, drives service excellence, revenue optimization, team development, and operational efficiency, while working in close collaboration with the Rooms Division Manager and other operational departments. Other duties and responsibilities include: 

• Provide strong leadership in delivering exceptional, personalized guest service in line with luxury brand standards.
• Implement, uphold, and continuously improve Front Office service philosophy and standards.
• Ensure consistent, professional, and warm guest interactions during arrival, stay, and departure.
• Act as the primary escalation point for Front Office guest concerns, complaints, and service recovery, ensuring timely and effective resolution.
• Authorize and manage service recovery gestures such as discounts, billing adjustments, or complimentary accommodations within approved guidelines.
• Review guest feedback from surveys, online platforms, and direct interactions, driving corrective actions and continuous improvement.
• Ensure all guest opportunities and requests are followed up efficiently, courteously, and to full guest satisfaction.
• Serve as Manager on Duty as scheduled, providing leadership and decision-making support for Front Office operations.
• Oversee daily Front Office operations, ensuring smooth check-in, check-out, room allocation, and guest communication.
• Maximize room revenue and occupancy through daily review of selling status, house count, rate variance, and inventory control.
• Review and monitor credit limit, PM, PX, and Night Audit reports, ensuring accuracy and compliance.
• Maintain oversight of the guest ledger and provide regular updates to the Rooms Division Manager and Director of Finance.
• Support revenue forecasting and budgeting processes for the department.
• Drive upselling initiatives across room categories and hotel services, holding the team accountable for results.
• Ensure accurate room status communication between Front Office and Housekeeping to optimize room readiness and availability.
• Operate and oversee all Front Office systems, including PMS (Opera), ensuring correct usage, reporting, and system integrity.
• Provide direct leadership, coaching, and performance management for Front Office, Concierge, and Royal Service teams.
• Ensure appropriate staffing levels, scheduling, and task allocation to meet operational and service demands.
• Lead recruitment, interviewing, onboarding, and training of Front Office colleagues in collaboration with People & Culture.
• Conduct regular team meetings, briefings, and performance discussions to address challenges and reinforce standards.
• Act as a role model, demonstrating professionalism, service excellence, and adherence to hotel values at all times.
• Ensure all team members are knowledgeable about hotel facilities, services, local attractions, events, and brand standards.
• Enforce grooming, uniform, punctuality, and conduct standards across the Front Office team.

Qualifications

• A Bachelor’s degree or diploma in Hotel Management, Hospitality Management, Tourism, or a related field is required.
• A minimum of 5–7 years’ progressive experience in Front Office or Guest Services within a reputable hotel or luxury resort.
• At least 2–3 years in a supervisory or managerial Front Office role.
• Strong proficiency in Property Management Systems.
• Working knowledge of room inventory management, forecasting, upselling strategies, and occupancy optimization.
• Good computer literacy.
• Demonstrated ability to lead, coach, and develop diverse Front Office teams.
• Strong scheduling, workforce planning, and performance management skills.
• Exceptional guest service and service recovery skills, with the ability to handle complex guest situations professionally and empathetically.
• Excellent verbal and written communication skills in English; additional languages are an advantage.
• Strong interpersonal skills with the ability to build rapport with guests, colleagues, and senior leaders.
• High level of organization, attention to detail, and problem-solving ability.
• Ability to work independently, make sound decisions, and manage multiple priorities in a fast-paced environment.