Front Office Manager

Company description

Being a Pullman Heartist means embodying and conveying the brand mindset through the values of commitment, adaptability and creativity.

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job description

Lead and manage the front office team, including reception, concierge, and reservations staff

Develop and implement strategies to enhance guest satisfaction and operational efficiency

Oversee daily front desk operations, including check-ins, check-outs, and guest inquiries

Train and motivate front office staff to deliver high-quality customer service

Manage guest complaints and resolve issues promptly and professionally

Coordinate with other departments to ensure seamless guest experiences

Monitor and optimize front office performance metrics and guest satisfaction scores

Manage department budgets and control expenses

Ensure compliance with brand standards and local regulations

Implement and maintain efficient front office procedures and systems

Develop and execute revenue management strategies to maximize occupancy and revenue

Handle VIP guests and special requests with utmost care and attention to detail

Qualifications

Bachelor's degree in hospitality management or related field

5+ years of experience in hotel front office operations, including 2+ years in a managerial role

Proven leadership skills with the ability to train, motivate, and mentor team members

Excellent customer service skills and a passion for delivering exceptional guest experiences

Strong financial acumen and experience in budgeting and revenue management

Proficiency in property management systems (PMS) and Microsoft Office Suite

In-depth knowledge of front office procedures, revenue management principles, and industry best practices

Excellent problem-solving, decision-making, and conflict resolution abilities

Strong organizational and time management skills

Ability to work flexible hours, including nights, weekends, and holidays

Multilingual abilities, with fluency in English and Arabic (preferred)

Adaptability to changing priorities and ability to work well under pressure

Strong communication and interpersonal skills to interact effectively with guests, staff, and management

Additional information

Our commitment to diversity and inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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