Multi-Site Front Office Team Leader

Novotel; Reading; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Free hotel stays

Employee discount

Accor Academy access

Wellbeing programs

Global opportunities

Job summary

Accor, encompassing Ibis and Novotel brands, invites applications for a Multi-site Front Office Team Leader role based in Reading, United Kingdom. You will oversee front office operations across multiple locations, mentoring teams to deliver exceptional guest experiences while ensuring compliance and operational efficiency.

Ideally you will lead with decisiveness, develop standardized procedures, and partner with senior management to drive performance across all sites.

Qualifications

• Proven experience in front office operations management or similar customer-facing role.
• Leadership experience managing teams across multiple locations.
• Strong organizational and time management skills.
• Excellent interpersonal and communication skills.
• Experience with budget management and financial reporting (preferred).

Responsibilities

• Lead and manage front office teams across multiple locations.
• Develop and implement standardized procedures across sites.
• Support recruitment, onboarding, training, and performance reviews.
• Monitor performance metrics and drive corrective actions.
• Coordinate scheduling and workload distribution.
• Ensure compliance with policies, health and safety, and service standards.
• Handle customer inquiries and escalations professionally.
• Provide updates to senior management on performance.
• Identify training needs and deliver coaching.
• Maintain records, documentation, and reporting.
• Foster a collaborative, engaging work environment.

Skills

Front office management

Leadership across sites

Staff scheduling

Performance management

Customer service

Data analysis

CRM systems

Microsoft Office

Communication

Problem-solving

Tools

Front office management systems

Microsoft Office

CRM systems

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.

• 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 decisionsFlexibility 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

Additional Information

• 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
• 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.