Front Office Manager

Company Description

•Employee benefit card offering discounted rates at Accor hotels worldwide.

•Develop your talent through Accor’s learning programs.

•Opportunity to grow within your property and across the world!

•Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.

Job Description

• Oversee the daily operations of the Front Office department, ensuring smooth functioning and exceptional guest service.

• Manage and motivate front office team members, providing guidance, support, and leadership to achieve departmental goals.

• Ensure efficient check-in and check-out procedures, maintaining high standards of guest satisfaction and service excellence.

• Handle guest inquiries, complaints, feedback, and special requests promptly and professionally.

• Coordinate with Housekeeping, Food & Beverage, Engineering, and other departments to ensure seamless guest experiences.

• Monitor room availability, occupancy levels, room allocation, and inventory to maximize operational efficiency and revenue.

• Ensure accurate guest registration, billing, cashiering, and settlement procedures in accordance with hotel policies.

• Implement and maintain Front Office standard operating procedures (SOPs), ensuring compliance with hotel standards and brand guidelines.

• Supervise reservations, room assignments, guest profiles, and VIP arrangements to ensure personalized guest service.

• Conduct regular inspections of the Front Office and guest-facing areas to maintain cleanliness, presentation, and service standards.

• Prepare and analyze daily operational reports, occupancy reports, revenue statistics, guest feedback, and departmental performance reports.

• Assist in recruiting, training, coaching, and evaluating Front Office team members to enhance their skills and performance.

• Monitor guest satisfaction scores and implement corrective actions to improve service quality and guest experience.

• Ensure proper handling of guest complaints, billing discrepancies, and service recovery situations.

• Coordinate with the Sales and Revenue Management teams to support room revenue optimization and achieve occupancy targets.

• Ensure the confidentiality and security of guest information, hotel records, cash, and other sensitive documents.

• Monitor departmental expenses and ensure the effective utilization of resources while maintaining service quality.

• Ensure compliance with hotel safety, security, emergency response, and guest privacy procedures.

• Conduct regular briefings and departmental meetings to communicate operational updates, guest requirements, and performance expectations.

• Collaborate with the management team to develop and implement strategies that enhance guest satisfaction, operational efficiency, and overall hotel performance.

Qualifications

•Hotel Management Degree / Diploma or any other equivalent qualification.

•Proven experience in a supervisory role within the hospitality industry. Strong knowledge of hotel operations and industry standards.

•Total 5-7Years of experience in Front Office operation.

Additional Information

•Employee benefit card offering discounted rates at Accor hotels worldwide.

•Develop your talent through Accor’s learning programs.

•Opportunity to grow within your property and across the world!

•Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.