Front Office Manager

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,

Join us and become a Heartist.

We are Heartists

“Heartist” describes both our culture and who we are. Everything we do comes from the heart, and we’re experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things!

We believe that the world is more welcoming when we’re connected. So that we see what we have in common, instead of what sets us apart.

Life in Movenpick

The Place to Savour Life- We believe true hospitality is about turning small gestures into heartwarming moments.

We enable our guests to Savour the flavor of life, balancing small indulgence with what’s good for them- and good for the world.

Job Description

Strategic Responsibilities

Guest Satisfaction & Loyalty Development

• Lead, manage, and train the Front Office team, including Reception, Guest Services, Concierge, Bell Desk, and Operator.
• Champion a guest-centric culture, continuously analyzing guest feedback and driving improvement initiatives across the Front Office team.
• Implement service recovery strategies and train Heartists to handle guest concerns empathetically and professionally.
• Drive and promote enrolment and active engagement in the ALL-Loyalty Program to enhance guest engagement.
• Collaborate with Quality & Training to embed service excellence standards into daily operations.
• Collaborate with other departments (Housekeeping, Engineering, Security) to ensure guest rooms and public areas meet Mövenpick standards
  
  

Quality Assurance & Brand Compliance

• Ensure all touchpoints within the Front Office adhere to Mövenpick brand standards through regular audits and coaching.
• Partner with the Quality department to roll out brand initiatives and monitor compliance using guest satisfaction indexes and mystery audits.
• Lead by example in promoting and modeling brand values.
  
  

Employee Engagement & Team Empowerment

• Create a motivating work environment where Heartists feel empowered, valued, and committed to service excellence.
• Conduct one-on-one development meetings, career planning sessions, and consistent coaching aligned with Accor’s Heartist culture.
• Recognize high performers and encourage participation in brand-led engagement programs.
  
  

Selling & Upselling Initiatives

• Lead the team in proactively identifying upselling opportunities and maximizing room revenue, packages, and ancillary services.
• Ensure Heartists are trained on sales techniques and have a deep understanding of product offerings and benefits.
• Collaborate with Commercial and Revenue teams to execute targeted selling campaigns and monitor conversion metrics.
  
  

Commercial Contribution & Strategic Planning

• Prepare and manage departmental budgets, control costs, and monitor profit margins.
• Support the hotel’s commercial strategy by aligning Front Office operations with business objectives.
• Participate in forecasting, budgeting, and strategic reviews to optimize department financial performance.
• Contribute to driving KPIs such as GOP, RevPAR, ADR, and guest engagement scores.
  
  

Administration

• Prepare and manage departmental budgets, control costs, and monitor profit margins.
• To work closely with the Finance department to produce monthly financial reports timely & accurately.
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
• To review the Heartists schedule and annual leave plan to ensure the correct allocation of resources in order to improve guest satisfaction level as well as Heartists productivity and satisfaction
• Oversee the implementation of a training plan for all front office and concierge team members
• Monitor and keep updated training records and schedules to ensure planning and completion is carried out as per hotel standard.
  
  

Qualifications

• Minimum 3-5 years of experience in Front Office management role in a hotel..
• Strong command of Opera Cloud and familiarity with loyalty programs, particularly Accor Live Limitless (ALL).
• Excellent communication, presentation, and leadership abilities.
• Ability to train and motivate teams to consistently deliver exceptional service.
• Proficiency in English; Arabic/Russian languages would be an advantage.
• Experience in UAE hospitality sector preferred.