Front Office Manager

Job description / Role

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 Accoru2019s limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrowu2019s hospitality. Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the worldu2019s largest manmade island and archipelago. This luxurious five-star hotel with 360 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.

Job description

The position

To manage the operations of Front Office by ensuring product and service quality standards are met.

Key responsibilities

Guest service & operations

• Supervise all front office functions, ensuring guests receive prompt, personalized, and professional service.
• Oversee guest arrival and departure experience, giving priority attention to VIPs, repeat guests, and loyalty members.
• Maintain high standards in appearance, hygiene, and conduct across the department.
• Ensure daily accuracy of room inventory and manage upgrades and special requests.
• Handle system recovery procedures and interpret front office reports and statistics.

Team leadership & development

• Lead and motivate the Front Office team to achieve service excellence.
• Conduct regular departmental meetings and performance reviews.
• Support recruitment and onboarding in collaboration with training and coaching.
• Identify training needs and implement programs for continuous development.
• Provide coaching, guidance, and disciplinary support where necessary.

Financial & strategic management

• Drive occupancy, ADR, and revenue through effective room management and upselling techniques.
• Collaborate with the Finance team on budgeting, cost control, and forecasting.
• Monitor marketing efforts within the Front Office, ensuring alignment with brand strategies.

Collaboration & compliance

• Maintain strong interdepartmental relationships to enhance the guest journey.
• Conduct routine inspections to ensure upkeep of facilities and equipment.
• Ensure compliance with safety, security, and occupational health and safety policies.
• Log incidents and maintain confidentiality of guest information at all times.

Qualifications

• Degree from school for tourism and hotel management.
• Minimum 5 yearsu2019 relevant experience with at least 3 years at a management level.
• Proven ability to manage budgets and drive performance metrics.
• Fluent in English; knowledge of a second language is a plus.
• Strong knowledge of PMS systems (Opera cloud) and Microsoft Office Suite.

Additional information

Personal attributes

• Calm, composed, and effective under pressure.
• Confident decision-maker with strong problem-solving skills.
• Natural leader with ability to train, coach, and build team cohesion.
• Guest-focused with excellent interpersonal and communication skills.
• Organized, detail-oriented, and able to manage multiple priorities.