Front Office Manager

Company description

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job description

Oversee all daily front office operations including reception, guest services, concierge, and arrival/departure experiences.
Ensure smooth and efficient guest journeys aligned with luxury hospitality standards.
Maintain consistent service delivery across all guest touchpoints.
Support pre-opening planning, systems setup, SOP development, and operational readiness.

Guest experience & service excellence

Create personalised and memorable guest experiences that reflect the brand ethos.
Act as a visible ambassador of the resort, building strong guest relationships.
Manage guest feedback, service recovery, and ensure timely resolution of concerns.
Continuously identify opportunities to enhance the overall guest journey.

Team leadership & development

Recruit, train, and develop a high-performing front office team.
Lead daily briefings, coaching sessions, and performance discussions.
Build a culture of ownership, teamwork, and genuine hospitality.
Support team engagement, succession planning, and talent development.

Operational & commercial performance

Monitor front office performance against key operational KPIs.
Drive upselling opportunities, room revenue optimisation, and guest engagement initiatives.
Work closely with reservations, sales, revenue management, and finance teams.
Support effective workforce planning, scheduling, and productivity management.

Systems, standards & compliance

Ensure accurate use of PMS and front office systems.
Maintain brand standards, policies, and operating procedures.
Ensure compliance with local regulations, Accor standards, and guest safety requirements.
Support audit readiness and continuous improvement initiatives.

Collaboration & resort experience

Partner closely with housekeeping, F&B, engineering, and guest experience teams to deliver a seamless resort operation.
Support VIP arrivals, special occasions, and bespoke guest experiences.
Contribute to creating a distinctive resort culture and sense of place.

Qualifications

• Bachelor's degree in hospitality management, business administration, or a related field (preferred).
• 3–5 years of experience in front office operations, with at least 1–2 years in a supervisory or managerial role.
• Experience using property management systems (Opera) or front office software is an advantage.

Additional information

• Experience is an asset.
• Prior experience working with Opera or a related system.
• Strong interpersonal and problem-solving abilities.
• Fluency in English; additional languages are a plus.