Luxury Front Office Leader - Guest Experience & Ops

Raffles Hotels & Resorts; Warszawa; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Complimentary upgrades

Extended stays

Discounted stays across Fairmont & R&A

Dining discounts

Wellness discounts

Medical care

Commuting allowance

Multisport cards

Job summary

Raffles Hotels & Resorts in Warszawa (Raffles Europejski Warsaw) seeks a Front Office Manager to lead the Reception team with care, confidence and attention to detail. You will ensure seamless arrivals, stays and departures while upholding luxury standards.

Ideal candidates will have proven leadership in luxury Front Office, strong guest relations skills, and expertise with PMS and LQA standards. English fluency is essential, and additional languages are an advantage.

Qualifications

• Demonstrated leadership in Front Office operations, preferably luxury hotels.
• Strong knowledge of reception, guest relations, room inventory and guest service procedures.
• Experience coaching and scheduling teams while maintaining high service standards.
• Passion for personalized hospitality and handling guest concerns with empathy and confidence.
• Familiarity with property management systems, guest profiles and LQA standards.
• Commercial awareness including upselling, cost control and budget management.
• Excellent communication and organizational skills, with collaboration across departments.
• Fluency in English; additional languages are a plus.

Responsibilities

• Lead daily operations of the Reception team, ensuring prompt, personal service and effective resolution of concerns.
• Recognize returning and VIP guests, keep profiles up to date in the PMS, and prepare stays accordingly.
• Coach the team to meet Raffles service standards and LQA requirements; run departmental meetings.
• Oversee room availability, types, inventory accuracy and rate categories; use forecasts to plan staffing and occupancy goals.
• Collaborate with Housekeeping to uphold Room Ready on Arrival policy and arrange rooms and requests.
• Partner with Finance on credit procedures and budgets; promote hotel facilities and services.
• Prepare work and holiday schedules based on forecast occupancy and group movements.
• Maintain lobby/front desk cleanliness and VIP room checks; support the Director of Front Office in their absence.
• Ensure adherence to occupational health and safety procedures.

Skills

Leadership

Guest relations

Communication skills

Organization

Empathy

Upselling

Tools

Property Management System (PMS)

Job description

Raffles Hotels & Resorts in Warszawa (Raffles Europejski Warsaw) seeks a Front Office Manager to lead the Reception team with care, confidence and attention to detail. You will ensure seamless arrivals, stays and departures while upholding luxury standards.

Ideal candidates will have proven leadership in luxury Front Office, strong guest relations skills, and expertise with PMS and LQA standards. English fluency is essential, and additional languages are an advantage.