Front Office Manager (f/m/x)

Raffles; Warszawa; On-site; PLN 150,000 - 190,000; Full time

Benefits offered by this job

Complimentary upgrades

Extended stays

Discounted stays across Fairmont & Raf

Special dining and wellness discounts

Added luxuries to enhance your

Medical care

Commuting allowance

Multisport cards

Job summary

Raffles Europejski Warsaw is seeking a Front Office Manager to lead our Reception team with care, confidence and attention to detail. You will oversee daily operations, ensure VIP guest recognition, and uphold service standards across the Front Office.

The role requires strong leadership, excellent guest relations, and the ability to coach staff while managing schedules and budgets. Fluency in English is essential, with additional languages a plus.

Qualifications

• Proven leadership experience in Front Office operations, ideally in a luxury hotel or resort.
• Strong knowledge of reception, guest relations, room inventory and guest service procedures.
• Experience leading, coaching and scheduling teams while maintaining high service standards.

Responsibilities

• Lead the daily operations of Reception team ensuring guests receive prompt, personal service and that concerns are resolved effectively.
• Ensure returning and VIP guests are recognized, their preferences are kept up to date in ACDC, and their stays are prepared accordingly.
• Coach the team to deliver service standards, hotel procedures and LQA standards; hold regular departmental meetings and maintain high standards of presentation and conduct.
• Oversee room availability, room types, inventory accuracy and rate categories; use forecasts to plan staffing and support occupancy, revenue and average rate goals.
• Work closely with Housekeeping to uphold the “Room Ready on Arrival” policy and arrange rooms, amenities and special requests for guests.
• Partner with Finance on credit procedures and departmental budgets, and with other teams to promote the hotel’s facilities and services.
• Prepare effective work and holiday schedules based on forecast occupancy and group movements; monitor departmental purchasing, quality and costs.
• Maintain the cleanliness and presentation of the lobby and front desk, and conduct checks of VIP rooms before arrival.
• Support the Director of Front Office, including approving upgrades and special amenities in their absence.
• Ensure the team follows occupational health and safety procedures.

Skills

Front Office leadership

Guest relations

Team coaching

Scheduling

LQA standards

Upselling & budgeting

Fluent English

Job description

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future.Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.

A Warsaw landmark since 1857, Raffles Europejski Warsaw is a legendary address on the Royal Route, where heritage and contemporary creativity meet. Lovingly restored for a new generation, it is a vibrant heart of the city, curating culturally enriching experiences rooted in Polish art, culture and gracious hospitality - from the Hotel Europejski Art Collection, guided by its dedicated Art Collection Manager, and intuitive Raffles Butler service to distinctive culinary destinations and the restorative sanctuary of Raffles Spa.

Job Description

At Raffles, thoughtful service begins with knowing each guest as an individual. We are looking for a Front Office Manager to lead our Reception team, ensuring every arrival, stay and departure is handled with care, confidence and attention to detail.

• Lead the daily operations of Reception team ensuring guests receive prompt, personal service and that concerns are resolved effectively.
• Ensure returning and VIP guests are recognized, their preferences are kept up to date in ACDC, and their stays are prepared accordingly.
• Coach the team to deliver Raffles service standards, hotel procedures and LQA standards. Hold regular departmental meetings and maintain high standards of presentation and conduct.
• Oversee room availability, room types, inventory accuracy and rate categories. Use forecasts to plan staffing and support occupancy, revenue and average rate goals.
• Work closely with Housekeeping to uphold the “Room Ready on Arrival” policy and arrange rooms, amenities and special requests for guests.
• Partner with Finance on credit procedures and departmental budgets, and with other teams to promote the hotel’s facilities and services.
• Prepare effective work and holiday schedules based on forecast occupancy and group movements. Monitor departmental purchasing, quality and costs.
• Maintain the cleanliness and presentation of the lobby and front desk, and conduct checks of VIP rooms before arrival.
• Support the Director of Front Office, including approving upgrades and special amenities in their absence.
• Ensure the team follows occupational health and safety procedures.

Qualifications

• Proven leadership experience in Front Office operations, ideally in a luxury hotel.
• Strong knowledge of reception, guest relations, room inventory and guest service procedures.
• Experience leading, coaching and scheduling teams while maintaining high service standards.
• A genuine passion for personalized hospitality and the ability to handle guest concerns with empathy and confidence.
• Familiarity with property management systems, guest profiles and quality standards such as LQA.
• Commercial awareness, including upselling, cost control and budget management.
• Excellent communication and organizational skills, with the ability to work closely with other hotel departments.
• Fluency in English; additional languages are an advantage.

Employee Benefits

• complimentary upgrades
• extended stays
• discounted stays across Fairmont & Raffles properties
• special dining and wellness discounts
• added luxuries to enhance your experience
• medical care
• commuting allowance
• Multisport cards

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging:
We celebrate our differences. We support each other and we always stand together.

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity:
We build trust through mutual respect and being authentic

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.