Front Office Manager | Opening Mama Shelter Amsterdam (F/M/NB)

Mama Shelter Group; Amsterdam; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Opera Cloud proficiency

Leadership mindset

Pricing and occupancy optimization

Hotel culture flair

Job summary

Mama Shelter Amsterdam seeks a Head of Front Office to recruit, train, lead and coordinate the Front Office team. As head of department, you are the spokesperson and link between staff and Management, ensuring personalized and warm welcome at all times.

You will manage guest issues, contribute to marketing of Mama services, shop, restaurant and events, and drive sales and occupancy with energetic leadership to deliver an unforgettable guest experience.

Qualifications

• Leadership and people management across Front Office teams.
• Ability to recruit, train and develop staff in a fast-paced hotel.
• Strong customer relations and conflict-resolution skills.
• Mobilise resources (human, financial, administrative) to succeed.
• Sales focus to optimize occupancy and revenue.
• Discretion with confidential information and guest data.
• Hands-on leader who mentors juniors and sets example.
• Ability to drive pricing strategy and hotel performance.
• Clear communication between staff and Management as a spokesperson.

Responsibilities

• Recruit, train, lead and coordinate the Front Office team.
• Act as direct spokesperson and bridge between staff and Management.
• Manage and resolve customer issues and complaints.
• Support marketing of Mama services, the shop, restaurant and events.
• Ensure the customer experience is warm, personalized and flawless.

Skills

Leadership

Talent identification

Sales-driven

Customer relations

Team coordination

Tools

Opera Cloud

Job description

MAMA?

Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co‑founders of Club Med), Mama Shelter is a creator of living spaces and a daily director! These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price. More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy. Whatever your role, we’re all here to make the customer experience as unforgettable as possible. Our mission: to bring little moments of happiness to people. Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it’s not a question of diplomas or years of experience. Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021. Our commitment to diversity and inclusion: Mama is an inclusive company, and our ambition is to recruit and promote diverse talent. Our advertisements are gender‑neutral, so the masculine gender is used here to lighten the text.

The MISSION?

Our customers and the reception team are in good hands with you. Just like Mama, you ensure that each welcome and interactions are personalized and warm, not just at the beginning, but maintained at all times of the day. You recruit, train, lead & coordinate the Front Office team in addition to taking on many responsibilities. As head of department, you are the direct spokesperson and create the link between the staff, your team and Management. You are in charge of managing & solving customer issues and complaints in order to retain our customers. Involved in the marketing of Mama services, you inspire the promotion of our shop (sale and merchandising of products), the restaurant and our events. The customer experience must be perfect and you guarantee it.

Qualifications

• Your leadership is natural & effective; everyone knows that when Mama is not there, the children will play, but Mama can count on you.
• You know how to identify talents and develop them; red chair and buzzer: it's your turn.
• You know how to mobilize the necessary resources (Human, Financial & Administrative) to succeed in your mission.
• You know how to drive sales, without turning into the Wolf of Wall Street.
• With excellent customer relations, you never run out of resources when faced with a customer situation.
• Confidentiality is important to you: what happens to Mama stays with Mama.
• You get your hands dirty and think that leading by example is the key to success.
• You know how to optimize sales and occupancy: 100% OBJECTIVE!
• True teacher, you like to transmit your knowledge and develop the young Padawans into Jedi.

YOUR LITTLE EXTRAS

• For you The Shining is not only a horror movie but above all, a film about a hotel.
• You are a real leader, and you know how to motivate your team!
• You master Opera Cloud.
• Unbeatable at Monopoly you know how to put the right price at the right time.