Front Office Manager

Company Description

Who We Are

At The William Inglis Hotel – MGallery, we combine rich heritage with modern luxury to create truly memorable guest experiences.

As part of our team, you will work in an environment that values professional excellence, individuality, and genuine hospitality. We believe great service starts with great people, and we are committed to supporting our team to grow, develop and reach their full potential.

Every role at The William Inglis contributes to creating exceptional moments for our guests – from intimate stays to world-class events. If you take pride in your work, enjoy collaborating with passionate professionals, and want to be part of a hotel known for its character and quality, we would love to hear from you.

Join us and help create experiences that guests remember long after they leave.

Job Description

The Opportunity

We are seeking an experienced and passionate Front Office Manager to lead the day-to-day operations of our Front Office team and deliver an outstanding arrival and departure experience for every guest.

Reporting to the Operations Manager, this role oversees the Front Office departmentensuring operational excellence, strong team leadership and the delivery of Accor’s renowned Heartist service culture.

You will play a key role in shaping the guest journey, leading a high-performing team and driving performance across service, revenue and guest satisfaction metrics.

Primary Responsibilities

Operational Leadership

• Lead the daily operations of the Front Office and Night Audit functions

• Ensure exceptional guest service standards aligned with Accor brand expectations

• Oversee guest arrivals and departures to ensure seamless and memorable experiences

• Maintain strong collaboration with Housekeeping, Reservations, Engineering and Finance teams

• Ensure lobby and public areas reflect the hotel’s luxury service standards

Team Leadership

• Lead, coach and develop the Front Office team to deliver exceptional service

• Conduct regular team briefings and support ongoing training and development

• Foster a positive and engaged team culture aligned with Accor’s Heartist values

• Manage staffing levels, rosters and performance conversations

Guest Experience

• Act as a visible leader in the lobby during peak service periods

• Handle guest feedback and concerns with professionalism and empathy

• Drive guest satisfaction metrics including NPS, loyalty engagement and upselling initiatives

Commercial & Operational Performance

• Monitor occupancy, arrivals and operational forecasting

• Contribute to revenue performance through room upselling and operational efficiencies

• Assist with budgeting, reporting and performance tracking for the department

• Ensure accurate financial processes including night audit and cash handling procedures

Qualifications

What We Are Looking For

Experience

• Previous Front Office or Rooms Division management experience

• Strong working knowledge of Opera Cloud

• Experience leading teams within a hotel or luxury service environment

• Understanding of hotel financials, forecasting and operational reporting

Skills & Attributes

• Passion for guest experience and luxury hospitality

• Proven ability to lead, coach and inspire teams

• Excellent communication and stakeholder management skills

• Strong organisational skills with attention to detail

• Ability to remain calm and professional when handling guest concerns

• Flexible approach to working across a 7-day rotating roster

Additional Information

At The William Inglis Hotel, part of Accor’s MGallery Collection, you’ll enjoy:

• Career development within Accor’s global hotel network

• Staff discounts on accommodation and dining across Accor properties worldwide

• A supportive, inclusive and collaborative team culture

• The opportunity to work in a unique luxury hotel that blends heritage and hospitality

Diversity & Inclusion

At Accor, we are committed to creating a workplace where everyone feels welcome and valued. We recognise talent, skills and potential and support equal opportunity for all. If you require adjustments during the recruitment process, please let us know.

Join La Maison - M Gallery and let your passion shine!