# Front Office Manager

**Company**: Accor
**Location**: Kuching, Sarawak
**Experience**: executive
**Job type**: full-time
**Category**: Hospitality
**Industry**: Hospitality

**Apply**: https://jobs.smartrecruiters.com/Accor/744000160081299-front-office-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_48871fd7-8d6

## Description

We are seeking a Front Office Manager to lead our team at Pullman Kuching.

The successful candidate will be responsible for ensuring exceptional guest experiences, efficient service delivery, and smooth day-to-day operations.

**Operational Management**

- Lead the daily operations of Front Office, Reception, Concierge, Bell Desk, Call Center, Guest Relations, and related services.

- Ensure smooth check-in, check-out, room allocation, and guest request handling processes.

- Maintain high standards of service in line with Pullman and hotel expectations.

- Monitor room inventory, room status, arrivals, departures, VIP movements, and occupancy forecasts.

- Coordinate closely with Housekeeping, Engineering, Security, Food & Beverage, and Sales teams.

- Ensure all shifts are adequately manned and properly supervised.

- Handle duty management responsibilities when required.

**Guest Experience & Service Excellence**

- Ensure all guests receive warm, professional, and efficient service.

- Resolve guest complaints and service recovery issues promptly and professionally.

- Personally welcome VIPs, long-stay guests, and key accounts when appropriate.

- Drive guest satisfaction scores, online reputation, and loyalty experiences.

- Promote personalized guest engagement and memorable stay experiences.

**Revenue & Commercial Performance**

- Maximize room revenue through upselling, room category upgrades, and rate integrity.

- Monitor daily pick-up, no-shows, walk-ins, overbooking situations, and room availability.

- Work closely with Revenue Management and Reservations teams to optimize performance.

- Ensure proper cashiering controls, billing accuracy, deposits, and credit procedures.

**Team Leadership & People Development**

- Lead, coach, motivate, and develop Front Office associates and supervisors.

- Conduct daily briefings, monthly meetings, and regular performance reviews.

- Identify training needs and ensure service standards training is implemented.

- Build a positive, high-performing, and guest-focused team culture.

- Support succession planning and internal talent development.

**Administration & Compliance**

- Prepare reports on occupancy, arrivals, departures, guest feedback, and operational performance.

- Ensure compliance with hotel policies, SOPs, brand standards, and legal requirements.

- Maintain grooming, appearance, and professional conduct standards within the department.

- Ensure safety, security, and emergency procedures are understood and followed.

**Qualifications**

- Diploma / Degree in Hospitality Management, Hotel Management, or related field preferred.

- Minimum 5 years of Front Office experience in an international hotel environment.

- Minimum 2 years in a supervisory or management role.

- Experience with Accor properties is an advantage.

**Skills & Competencies**

- Strong leadership and team management skills.

- Excellent guest relations and complaint handling ability.

- Strong communication and interpersonal skills.

- Good commercial awareness and revenue mindset.

- Knowledge of PMS systems such as Opera PMS or equivalent.

- Ability to work under pressure in a fast-paced environment.

- Strong problem-solving and decision-making skills.

- Fluent in English; additional languages are an advantage.

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## Skills

### Required
- Opera PMS
- English

### Nice to have
- Additional languages

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Accor/744000160081299-front-office-manager?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)