Front Office Manager @ Accor

Position Overview

·Ensures that guests' have a smooth running stay at the hotel,

·Manages and motivates front office teams in order to provide high quality services for guests,

·Ensures the department meets its quantitative and qualitative targets,

·Increases revenue through his/her sales efforts and by managing rooms revenue effectively (Revenue Management),

·Implements brand and Group projects and identity features

Carry out Duty Management shifts accordingly DM ROTA and business needs.

Main responsibilities

Guest relations

·Develops close relationships with guests throughout their stay with the aim of gaining their loyalty,

·Anticipates guests' needs and takes them into consideration,

·Handles guest complaints if they have not been dealt with by team members and provides a rapid solution,

·Conveys the hotel's image,

Professional techniques / Production

·Ensures that the hotel's pricing policy is correctly applied (price value, start and end of price validity),

·Keeps the database up-to-date,

·Ensures that guest documentation and information is available and up-to-date,

·Ensures that information in the directory and e-directory is clear and up-to-date,

·Draws up the rules and processes governing overbooking and the removal of guests from rooms,

·Ensures that internal audit procedures are duly applied,

Talent and Culture Responsibilities

Assist the (Department) Management Team in the following:

·Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.

·Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.

·Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

·Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.

·Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.

·Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.

·Develop and implement with Team Leaders, strategies to minimize staff turnover.

·Appraise staff performance utilizing the Accor performance review system; ensure frontline performance reviews are conducted for probationary and annual reviews; correct performance issues and counsel as required.

·Ensure staff presentation is consistent with Hotel staff handbook; uniforms correctly presented; name badges worn.

·Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the Hotel.

·Recruit staff that are technically skilled or have potential to be through training, and have a natural inclination towards customer focused service.

·Ensure all staff under direct supervision are managed in accordance to the Relevant Award.

·Ensure the employee Department Induction program is completed within 4 weeks.

Commercial / Sales

·Sets up the hotel's pricing policy in conjunction with the Rooms Manager or General Manager,

·Trains the team to use and apply sales pitches,

·Sets the daily occupancy and average room rate targets for the team,

·Ensures the brand and/or Group's loyalty program is promoted to guests,

·Ensures the team applies the inter-hotel coordination policy to encourage synergy within the marketplace,

Management and administration

·Ensures that invoicing and card operations procedures are respected,

·Draws up the annual budget for the department, analyses results and implements any corrective actions required,

·Manages the department's headcount for optimum efficiency,

·Is responsible for the efficient running of the department,

Hygiene / Personal safety / Environment

·Ensures the application of hygiene, safety and environment regulations

·Applies and ensures application of the hotel's security regulations (in case of fire etc),

·Respects and ensures respect of the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc),

·Is responsible for the security of people and property in the area under his/her remit,

Bachelor's degree in Hospitality Management or related field3+ years of experience in hotel front office operations, including 2+ years in a managerial roleProven leadership skills with the ability to train, motivate, and mentor team membersExcellent customer service skills and a passion for delivering exceptional guest experiencesStrong financial acumen and experience in budgeting and revenue managementProficiency in Property Management Systems (PMS) and Microsoft Office SuiteIn-depth knowledge of front office procedures, revenue management principles, and industry best practicesExcellent problem-solving, decision-making, and conflict resolution abilitiesStrong organizational and time management skillsAbility to work flexible hours, including nights, weekends, and holidaysMultilingual abilities, with fluency in English and Bahasa Indonesia (preferred)Familiarity with the local tourism industry and attractions in the Bandung areaAdaptability to changing priorities and ability to work well under pressureStrong communication and interpersonal skills to interact effectively with guests, staff, and management Workplace Culture

Warm, inclusive, and team‑driven

A genuine “one team” culture where departments support each otherColleagues are encouraged to be themselves and feel respected and valuedStrong focus on inclusivity, diversity, and equal opportunityPeople‑first leadership

Approachable managers who listen, coach, and develop their teamsOpen communication and regular feedback, with ideas welcomed from all levelsEmphasis on recognition, trust, and celebrating successProud hospitality mindset

Shared pride in delivering great guest experiencesA fast‑paced, energetic environment where no two days are the sameStrong sense of belonging and loyalty among long‑serving colleagues🎁 Perks & Benefits

Accor global benefits

Discounted hotel stays and food & beverage across Accor hotels worldwideAccess to Accor’s international career opportunities and internal job mobilityUse of Accor’s learning platforms and professional development programmesCareer growth & learning

On‑the‑job training, cross‑department exposure, and structured developmentOpportunities for promotions and progression within the hotelSupport for apprenticeships and hospitality qualificationsWellbeing & recognition

A supportive approach to work–life balance where possibleRecognition schemes that reward effort, performance, and teamworkA positive, respectful atmosphere that supports mental and emotional wellbeingLocal advantages

Convenient Milton Keynes location with good transport linksA mix of business and leisure guests, keeping work varied and engagingFriendly, community‑focused workplace with strong local identity