Front Office Manager

Front Office Manager

As our Front Office Manager, you’re not just managing a desk, you’re managing first impressions. You’ll be hands-on, visible, and inspirational, building a culture of service, accountability, and fun.

Guest journey and experience

• Deliver service excellence throughout the guest journey, pre-arrival to post-checkout
• Manage day-to-day front office operations, including the Night Team
• Handle complaints with confidence and empathy, using feedback as a tool to grow
• Lead TrustYou and other guest feedback platforms, championing a proactive response culture
• Shape the lobby and arrival experience with the Chill#08 team so the ground floor feels like a place to stay in, not walk through
• Promote the ALL Loyalty Programme through genuine recognition, and drive upselling across services

Team leadership

• Inspire, train, and support your team, from recruitment to daily motivation. Recruit for personality as much as experience, then train the technical side.
• Lead by example on shift, setting the tone for the guest experience..
• Ensure all team members understand brand standards and deliver consistently
• Conduct regular performance check-insand encourage development

Operations and commercial control

• Manage reservations, walk-ins, room allocations, and overbooking situations smartly
• Ensure all , reportingand billing procedures are accurate and secure
• Collaborate daily with all deprtmenrs to ensure smooth operations
• Monitor local events (O2, ExCeL, and more) and adjust plans to maximise revenue and service delivery
• Support the hotel’s Green Key sustainability programme on the front office side, from guest communication to team training

Qualifications

• Previous experience in a front office leadership role
• Strong system knowledge; Opera Cloud or a similar PMS is a bonus
• A team motivator who communicates with clarity and care
• Calm under pressure and solutions-focused, especially in guest-facing challenges
• A natural host: confident, approachable, and hospitality-minded
• Able to work shifts, weekends, and holidays as part of a rotating leadership schedule
• Fluent English; additional languages are a plus
• Eligible to live and work in the UK

Why Join Us?

• Innovative Environment:Be part of a forward-thinking organization where your ideas matter.
• Opportunity to grow in the company
• Career Growth:We invest in our people and offer opportunities for professional development.
• Supportive Team:Work with a group of dedicated and passionate professionals.
• Competitive Compensation:We offer a comprehensive salary and benefits package.
• Free Bonus Break – 3 free weekends to spend in Accor hotel in the UK – (up to availability)
• Discount for you and your friends & family in all Accor Hotel worldwide

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