Luxury Front Office Manager - VIP Guest Experience Lead

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

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.