Multi-site Front Office Team Leader

Accorhotel; Reading; On-site; GBP 40,000 - 66,000; Full time

Benefits offered by this job

Free night stays in UK hotels

Hotel discounts worldwide

Accor Academy

Wellbeing support

Global career opportunities

Diversity & inclusion initiatives

Job summary

Accor is seeking an experienced Multi-site Front Office Team Leader for Reading, United Kingdom. You will oversee front office operations across multiple locations, lead and develop a team, and ensure excellence in customer service and compliance with standards.

Ideal candidate demonstrates decisive leadership, strong communication, and ability to drive performance across sites. You will mentor staff, manage schedules, and report on operational metrics while promoting engagement and retention.

Qualifications

• Proven experience in front office operations management.
• Leadership across multiple locations or sites.
• Strong organizational and time management skills.
• Excellent interpersonal and written/verbal communication.
• Scheduling, performance management and conflict resolution.
• CRM systems experience preferred.
• Hospitality industry knowledge preferred.

Responsibilities

• Lead, supervise, and manage front office teams across multiple locations.
• Develop and implement standardized procedures across sites.
• Support recruitment, onboarding, and performance reviews.
• Monitor performance metrics and drive corrective actions.
• Coordinate scheduling and workload across sites.
• Ensure policy, health & safety, and service standards compliance.
• Handle customer inquiries and escalate issues professionally.
• Provide updates on operational performance to senior management.
• Identify training needs and coach teams.
• Maintain records and reporting for front office operations.
• Foster a collaborative, engaging, and high-retention work environment.

Skills

Front office leadership across sites

Staff scheduling

Customer service excellence

Performance management

Data analysis

CRM systems knowledge

Communication skills

Conflict resolution

Tools

Front office software

MS Office

Job description

We are seeking an experienced and decisive Multi-site Front Office Team Leader at Ibis and Novotel to join in Reading, United Kingdom. In this leadership role, you will oversee front office operations across multiple locations, ensuring consistent service excellence and operational efficiency. You will lead, mentor, and develop a team of front office professionals while maintaining the highest standards of customer service and organizational compliance. This position requires a professional and motivational leader who can effectively manage diverse teams and drive performance across all assigned sites.

Key Responsibilities

• Lead, supervise, and manage front office teams across multiple locations, fostering a culture of excellence and accountability
• Develop and implement standardized operational procedures and best practices across all sites to ensure consistency in service delivery
• Support Manager on staff recruitment, onboarding, training, and performance reviews to build and maintain high-performing teams
• Monitor team performance metrics, analyze data, and implement corrective actions to meet organizational targets
• Coordinate scheduling, resource allocation, and workload distribution across multiple locations
• Ensure compliance with company policies, health and safety regulations, and customer service standards at all sites
• Manage customer inquiries and resolve escalated issues with professionalism and efficiency
• Communicate effectively with senior management, providing regular updates on operational performance and team development
• Identify training needs and deliver coaching to enhance team skills and career development
• Maintain accurate records, documentation, and reporting systems for all front office operations
• Foster a collaborative and supportive work environment that promotes employee engagement and retention

Qualifications

• Proven experience in front office operations management or similar customer-facing role
• Demonstrated leadership experience managing teams across multiple locations or sites
• Strong organizational and time management skills with the ability to prioritize competing demands
• Excellent interpersonal and communication skills, both written and verbal
• Proficiency in staff scheduling, performance management, and conflict resolution
• Customer service excellence with a commitment to delivering exceptional experiences
• Ability to analyze operational data and implement process improvements
• Proficiency with front office management systems and Microsoft Office applications
• Problem-solving mindset with the ability to make decisive decisions
• Flexibility and adaptability in a fast-paced, multi-site environment
• Preferred: Experience with budget management and financial reporting
• Preferred: Knowledge of hospitality or corporate reception industry standards
• Preferred: Experience with customer relationship management (CRM) systems

Benefits

• Free night stays in our UK hotels and up to 30% discount in any Accor Restaurant (T&C Applies)
• Discounted hotel rates all over the world in Accor Hotels
• Continuously learn and develop yourself with our Accor Academy
• Support your wellbeing in your professional and personal lives
• Grow your experience anywhere. Explore limitless opportunities across 5000 hotels in over 100 countries
• Participate actively in initiatives to build a more inclusive and sustainable world
• And many more benefits and perks : Our objective is simple: make you grow and give you the spark to unleash your personality

Eligibility

• You must be eligible to live and work in the UK to apply for this position and be in possession of a current work visa.

Due to high volume of applications, we will contact only the successful candidates for the next stage.