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 lead the front office operation with enthusiasm and purpose, ensuring your team delivers warm welcomes, smooth stays, and genuine connections.

You'll be hands on, visible, and inspirational, building a culture of service, accountability, and fun.

Guest Journey & 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 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 ins and encourage development

Operations & Commercial Control

• Manage reservations, walk ins, room allocations, and overbooking situations smartly
• Ensure all reporting and billing procedures are accurate and secure
• Collaborate daily with all departments 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

Benefits

• Innovative environment where ideas matter
• Opportunity to grow within the company
• Career growth and professional development opportunities
• Supportive team of dedicated professionals
• Competitive compensation and comprehensive benefits package
• Free bonus break - 3 free weekends to spend at Accor hotels in the UK (up to availability)
• Discount for you and your friends & family at all Accor hotels worldwide