Job Description

Front Office Manager

Management of the day-to-day Front Office operations, including Reception, Concierge, and liaison with Housekeeping. Ensuring that service standards are maintained in these areas and meeting the needs of the guests.

Whats in it for you:

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Uniform will be provided.

What you will be doing:

• Responsible for setting up the Front Office training tools such as job descriptions, policies and procedures, and training plans as a guideline for the Front Office operations.
• Management of the hotels Front-Office operations to achieve a reputation as a market leader in personalized and customer focused service in the industry.
• Effectively oversee all guest arrivals and departures, ensuring that the room allocations and check-in/ check-out processes follow set procedures and are guest centric.
• Lead and guide the Front Office team to provide Cousu Main Service to the guests
• Work closely with Engineering to ensure that maintenance requests are followed up on and completed efficiently.
• Prepare monthly reports for the Front Office Department and revise the key performance indicators together with the Housekeeping Department and the Reservations team.
• Develop the team ambassadors to excel in their job roles.
• Maintain effective communication with the Front Office Ambassadors and with other relevant departments to create a seamless experience for guests.
• Manage departmental key performance indicators (Financial, Guest satisfaction, Brand compliance)
• Liaise with Housekeeping to ensure that room cleanliness standards are maintained.
• Ensure that public areas are clean and well presented with regular monitoring.
• Liaise daily with the Reservations team to ensure accuracy in room allocation as well as the maximization of yield.
• Oversee the daily movement of guest activities and be able to resolve any guest complaints to establish an amicable relationship with guests, clients and customers of the Hotel.
• Supervise lobby services such as valet and bellmen duties, ensuring that guest arrivals and departures are as efficient as possible.
• Ensure that the night audits are conducted effectively and accurately.
• Ensure there is management support and presence visible at the Front Office and in the lobby during key periods throughout the day.
• Coordinate with security in the investigation of irregularities and undesirable guests.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.
• Strive to implement the Sofitel Vision and demonstrate active use of the Sofitel Values.
• Any other reasonable request as required by Hotel Management.

Your experience and skills include:

• Minimum of 5 years hotel operational experience, Front Office essential, 5 star luxury environment preferred.
• Strong operational background with experience in the implementation and management of brand standards
• Project professional image at all times through personal presentation/ interpersonal skills.
• Experience in the coaching and development of a professional management team.
• Able to initiate contact and establish rapport easily.
• Efficient organization of time and work.
• Ability to influence others to achieve common goals.
• Appreciates and maintains an effective outlet for stress.
• Excellent numeracy, verbal and written communication skills.
• Has the ability and willingness to undertake further development.
• Works under pressure without negative impact.
• Develops and maintains co-operative working relationships.

Your team and working environment:

In alignment, with Sofitel's passion for luxurious hospitality, we strive to build a team of dedicated individuals with expertise to create an unforgettable experience for our guests.

Our commitment to Diversity & 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 Accors limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

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