Job Description The Opportunity We are seeking an experienced and passionate Front Office Manager to lead the day-to-day operations of our Front Office team and deliver an outstanding arrival and departure experience for every guest. Reporting to the Operations Manager, this role oversees the Front Office department ensuring operational excellence, strong team leadership and the delivery of Accor’s renowned Heartist service culture . You will play a key role in shaping the guest journey, leading a high-performing team and driving performance across service, revenue and guest satisfaction metrics. Primary Responsibilities Operational Leadership Lead the daily operations of the Front Office and Night Audit functions Ensure exceptional guest service standards aligned with Accor brand expectations Oversee guest arrivals and departures to ensure seamless and memorable experiences Maintain strong collaboration with Housekeeping, Reservations, Engineering and Finance teams Ensure lobby and public areas reflect the hotel’s luxury service standards Team Leadership Lead, coach and develop the Front Office team to deliver exceptional service Conduct regular team briefings and support ongoing training and development Foster a positive and engaged team culture aligned with Accor’s Heartist values Manage staffing levels, rosters and performance conversations Guest Experience Act as a visible leader in the lobby during peak service periods Handle guest feedback and concerns with professionalism and empathy Drive guest satisfaction metrics including NPS, loyalty engagement and upselling initiatives Commercial & Operational Performance Monitor occupancy, arrivals and operational forecasting Contribute to revenue performance through room upselling and operational efficiencies Assist with budgeting, reporting and performance tracking for the department Ensure accurate financial processes including night audit and cash handling procedures
