Reporting to the Operation Manager, you will take full ownership of the day-to-day Front Office operation and lead a team committed to delivering warm, effective and memorable guest experiences.
You will:
- Lead, coach and develop the Front Office team, creating a positive, accountable and high-performing culture
- Maintain a visible presence across the hotel and provide hands-on leadership during peak periods
- Oversee all Front Office operations, ensuring smooth arrivals, departures and guest interactions
- Drive guest satisfaction, loyalty enrolments, upselling and other key departmental performance measures
- Manage rosters, productivity and labour costs in line with business demands and budget expectations
- Work closely with Reservations,
Housekeeping and other departments to optimise room allocation and operational flow
- Oversee VIP arrivals, groups, special requests and complex guest situations
- Review guest feedback and implement practical improvements to service and processes
- Manage departmental reporting, forecasting, audits and financial procedures
- Ensure Front Office systems, procedures and Opera PMS processes are accurate and effective
- Support recruitment, onboarding, training, performance management and succession planning
- Maintain compliance with brand standards, workplace health and safety requirements and emergency procedures
- Champion Accor’s Heartist® culture and lead by example in every interaction