Front Office Operations Manager

Company Description

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

We are seeking a dynamic and experienced Front Office Operations Manager to join our team in Luton, United Kingdom. As the Front Office Operations Manager, you will be responsible for overseeing all aspects of our front office operations, ensuring exceptional customer service, and driving operational excellence.

• 1. 1. Front Office Operations
  2. 2. Guest Satisfaction & Experience
  3. 3. Group Bookings Management
  4. 4. Meetings & Events (M&E) Bookings
  5. 5. Sales & Lead Generation
  6. 6. Financial Oversight & Daily Balancing
  7. 7. Payroll & Scheduling
  8. 8. Team Leadership & Development
  9. 9. Complaint Handling & Service Recovery
  10. 10. Health, Safety & Compliance
• Manage all aspects of front office operations including Reception, Reservations, and Night Audit.
• Ensure a consistent and high level of service delivery through all guest interactions.
• Enforce adherence to hotel policies, procedures, brand standards and ensure relevant trainings are up-to-date (e.g. Flow Training)
• Oversee the night audit process and ensure accurate daily reporting and financial balancing.
• Promote a guest-first culture and lead by example to deliver exceptional service.
• Monitor guest satisfaction scores, online reviews, and guest feedback channels (TripAdvisor, OTA reviews, internal surveys, etc.).
• Handle guest complaints promptly, empathetically, and effectively, turning negative feedback into positive experiences.
• Maintain regular visibility in the lobby and guest-facing areas, especially during peak periods is MUST.
• Act as the primary contact for group accommodation bookings from enquiry to departure.
• Handle group contracts, room blocks, rates, rooming lists, and pre-arrival coordination.
• Liaise with departments such as Housekeeping, F&B, and Maintenance to ensure group requirements are met.
• Monitor pick-up, wash, and attrition to optimise group revenue and space usage.
• Coordinate post-stay follow-up and invoicing for group accounts.
• Monitor Aged Debtor for all any outstanding payments.
• Handle M&E enquiries, prepare proposals, confirm bookings, and manage client communication.
• Conduct show-rounds and site visits with prospective clients.
• Create and distribute detailed function sheets and communicate event requirements to relevant departments.
• Ensure all events are executed according to client expectations, with post-event follow-up and feedback collection.
• Drive revenue from M&E spaces through upselling, efficient calendar use, and client relationship management.
• Respond to inbound sales enquiries for rooms, groups, and events.
• Proactively generate leads through daily check-ins, local business engagement, and referrals.
• Develop and maintain relationships with key clients, local organisations, and corporate bookers.
• Collaborate with the AGM or General Manager to support promotional campaigns and special offers.
• Track and report on enquiry conversion rates and lost business reasons.
• Ensure daily financial balancing of cash (if any), credit card transactions, and billing.
• Review night audit reports and rectify discrepancies.
• Support the AGM with occupancy forecasting, rate management, and reporting.
• Ensure all platform are monitored for selling rooms.
• Create weekly rotas ensuring adequate staffing while controlling labor costs.
• Manage timekeeping, leave requests, and overtime approvals.
• Prepare and submit payroll data accurately and on time.
• Ensure compliance with working time regulations and internal policies.
• Lead, train, and motivate front office staff to deliver high standards of service and professionalism.
• Conduct regular team meetings, briefings, and 1-to-1 performance reviews.
• Identify training needs and ensure consistent on boarding for new staff.
• Manage team discipline, conflict resolution, and reward & recognition initiatives.
• Personally handle escalated guest issues and complaints.
• Maintain a service recovery log to track trends and implement preventive actions.
• Ensure team is trained and empowered to resolve common issues independently.
• Ensure compliance with all health & safety, fire, and emergency procedures.
• Monitor front office adherence to data protection and guest privacy regulations (e.g., GDPR).
• Maintain security standards related to guest identity, payments, and room access.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field
• Minimum 5 years of experience in front office operations, with at least 3 years in a management role
• Proven track record of leadership and team management in a customer-focused environment
• Excellent customer service skills with the ability to anticipate and exceed guest expectations
• Proficiency in front office management software and property management systems
• Strong financial management and budgeting skills
• Exceptional problem-solving and decision-making abilities
• Outstanding interpersonal and communication skills, both verbal and written
• In-depth knowledge of hospitality industry standards and best practices
• Understanding of local regulations and compliance requirements in the hospitality sector
• Industry-specific certifications (e.g., Certified Hotel Administrator) preferred
• Ability to work flexible hours, including evenings, weekends, and holidays as required

Additional Information

Prior experience working with Opera or a related system
Fluency in English
additional languages are a plus
Your team and working environment:
Join a passionate and dynamic front office team where collaboration, genuine hospitality, and personal growth are at the heart of everything we do. Our property blends professional excellence with a warm, inclusive atmosphere that makes every day rewarding.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.