Front Office Manager

Accor; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Accor is seeking a Front Office Manager for its London location, responsible for overseeing day-to-day operations, managing a team, and ensuring exceptional customer service. The ideal candidate will have experience in hospitality management, strong knowledge of Opera Cloud, and excellent communication skills.

Benefits

Exclusive benefits specific to the hospitality sector

Opportunities for career growth

Qualifications

• 1-2 years experience in a similar role.
• Strong knowledge of Opera Cloud required.
• Fluency in English; additional languages are a plus.

Responsibilities

• Oversee daily Front Office operations and staff management.
• Conduct interviews and training for team members.
• Maintain high occupancy rates and manage guest relations.

Skills

Customer Service

Communication

Multitasking

Tools

Opera Cloud

Job description

Company Description

Join us at Accor, where life pulses with passion!

As apioneerin the art ofresponsiblehospitality, the Accor Groupgathersmorethan45 brands, 5,600hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.Whileeachbrand hasitsownpersonality,whereyouwillbeable totrulyfindyourself,theyallshareacommonambition: tokeepinnovatingandchallengingthestatus-quo.

Byjoiningus,youwillbecomeaHeartist,becausehospitalityis, first andforemost, aworkofheart.

Youwilljoinacaringenvironmentand a teamwhereyoucanbeallyouare. Youwillbein asupportiveplace togrow, tofulfilyourself, todiscoverotherprofessions and topursuecareeropportunities, inyourhotelor inotherhospitalityenvironments, inyourcountry oranywherein the world!

Youwillenjoyexclusivebenefits,specificto thesectorandbeyond, aswellasstrongrecognition foryourdailycommitment.

Everythingyouwilldowithus,regardlessofyourprofession,willofferadeepsenseofmeaning, tocreatelasting,memorableandimpactfulexperiencesforyourcustomers,foryourcolleaguesand for theplanet.

Hospitality is a work of heart ,
Join us and become a Heartist .

Job Description

Responsibilities

Front Office Operation

• 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 of their shift
• Conduct daily briefings and ensure that all pertinent information is well received by team members
• Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions
• Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to
• Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
• Liaise with Finance Department to ensure that credit procedures are properly carried out
• Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue
• Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling
• Makes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards
• Handle all guest correspondences and ensure prompt follow-ups
• Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times

Team Management

• Interview, select and recruit Front Office employees
• Identify and develop team members with potential
• Conduct performance review with the team
• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Prepare detailed induction programs for new employees
• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Qualifications

• Experience & Technical skills: 1–2 years in a similar role, with strong knowledge of Opera Cloud. Proficiency in financial reporting. Demonstrated ability to multitask and make decisive decisions in a fast-paced environment. Excellent communication and interpersonal skills, with a focus on customer service.

• Leadership & Communication: Proven ability to mentor and inspire teams with excellent interpersonal, communication, and stakeholder management skills.

• Operational & Strategic mindset: Passion for hotel operations with the ability to think strategically, adapt to change, and stay current with industry trends

Additional Information

Experience is an asset
Prior experience working with Opera or a related system
Fluency in English
additional languages are a plus

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.