Front Office Manager at Accor

Job Description


Lead, supervise, and motivate the front office team across both properties
Ensure smooth and efficient check-in and check-out processes for all guests
Maintain high standards of guest service, anticipating guest needs and resolving issues promptly
Coordinate with reservations, concierge, housekeeping, and other departments to ensure seamless guest experiences
Monitor room inventory, manage room allocations, and work with revenue management to maximize occupancy and revenue
Train, mentor, and develop front office staff according to Accor brand standards and hotel policies
Prepare and analyze daily, weekly, and monthly front office reports on occupancy, revenue, and performance metrics
Promote Accor loyalty programs (ALL - Accor Live Limitless) and other hotel promotions to enhance guest retention
Enforce compliance with hotel policies, safety, and security standards
Oversee guest billing, cash handling, and financial transactions at the front desk
Implement and maintain operational procedures and service standards for both brands
Address and resolve guest complaints or special requests with professionalism and efficiency
Collaborate with sales and marketing teams for VIP arrivals, group bookings, and special events
Ensure all technology systems (PMS, phone systems, online check-in, etc.) are functioning and staff are trained to use them


Qualifications


Degree in Hospitality Management or related field preferred.
Proven experience in front office management, preferably in upscale or dual-branded hotels.
Strong leadership and team-building skills.
Excellent communication and interpersonal abilities.
Knowledge of property management systems (PMS) and hotel software.
Ability to handle guest complaints professionally and efficiently.
Strong organizational and problem-solving skills.
Knowledge of Accor brand standards is an advantage.