Front Office Manager

AccorHotel; Brentford; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading hotel group seeks a Front Office Manager to ensure efficient operations and exceptional guest service. The role involves staff management, coordination with departments, and operational strategy. Candidates should have 1-2 years of relevant experience and strong communication skills to excel in a fast-paced environment.

Qualifications

• 1–2 years in a similar role.
• Strong stakeholder management skills.
• Adaptability and industry awareness.

Responsibilities

• Manage daily operations of the Front Office.
• Interview and recruit Front Office staff.
• Conduct performance reviews and staff training.

Skills

Communication

Customer Service

Decision Making

Multitasking

Tools

Opera PMS

Job description

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• Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues.
• Check that all Front Office employees report to work punctually and are well groomed before each shift.
• Conduct daily briefings and ensure all pertinent information is well received by team members.
• Communicate all log entries by Duty Managers to ensure issues are closed with thorough follow-up actions.
• Ensure the efficient operation of the Front Office, adhering to departmental standards and procedures.
• Liaise with Reservations Department during high occupancy and recommend actions; check closed-out dates to maximize occupancy and yield.
• Coordinate full house situations, handling overbooking and pledge relocates.
• Liaise with Finance Department to ensure credit procedures are followed.
• Analyze market trends, review rooming lists, and motivate staff to up-sell rooms for higher revenue.
• Coordinate and monitor group movements for meetings and conferences, ensuring comprehensive action plans.
• Make courtesy calls to VIPs, long-stay, and corporate guests for feedback and to address service lapses.
• Handle guest correspondences and follow-ups promptly.
• Manage daily room inventory and coordinate with Housekeeping to meet arrival times.

Team Management

• Interview, select, and recruit Front Office staff.
• Identify and develop potential team members.
• Conduct performance reviews.
• Monitor team members’ appearance, attitude, and professionalism.
• Prepare induction programs for new hires.
• Develop and conduct staff training to meet evolving business needs.
• Prepare weekly staff schedules based on business forecasts and budgets.
• Conduct monthly departmental meetings for communication and feedback.

Qualifications

• Experience & Technical Skills: 1–2 years in a similar role, with knowledge of Opera PMS, financial reporting, multitasking, and decision-making skills. Excellent communication and customer service skills.
• Leadership & Communication: Proven ability to mentor and inspire teams with strong stakeholder management skills.
• Operational & Strategic Mindset: Passionate about hotel operations, strategic thinking, adaptability, and industry awareness.

Our commitment to Diversity & Inclusion: We aim to attract, recruit, and promote diverse talent.