Job description

Company Description

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Purpose:

To supervise and coordinate the Front Desk team during the assigned shift, ensuring smooth hotel operations, excellent guest service, and compliance with hotel standards and procedures.

Key Responsibilities

• Supervise and coordinate Front Desk operations throughout the assigned shift.
• Lead and support Front Desk Agents, ensuring efficient and professional guest service.
• Ensure smooth and accurate check-in and check-out procedures.
• Welcome guests and provide professional assistance throughout their stay.
• Handle guest requests, inquiries, complaints, and service recovery in a timely and professional manner.
• Monitor room availability, room status, arrivals, departures, and special requests.
• Coordinate closely with Housekeeping to ensure rooms are available and ready for guests.
• Ensure accurate handling of guest accounts, payments, deposits, and cash transactions.
• Monitor and control the Front Desk cash float and ensure proper shift closing and handover procedures.
• Verify daily reports, registration details, and other Front Office documentation.
• Ensure all guest information is accurately entered and maintained in the hotel PMS.
• Monitor VIP arrivals, group arrivals, special occasions, and other priority guests.
• Ensure all Front Desk team members are familiar with daily operational priorities and special guest requirements.
• Conduct shift briefings and communicate important information to the team.
• Monitor team attendance, grooming, punctuality, and adherence to hotel standards.
• Coach and assist team members in handling difficult guest situations and operational issues.
• Coordinate with other departments to resolve guest requests and operational matters.
• Ensure compliance with hotel policies, security procedures, and guest privacy requirements.
• Identify and report maintenance issues, room discrepancies, or operational concerns to the relevant department.
• Assist the Front Office Manager with training, performance monitoring, and team development.
• Prepare and complete shift handover reports, ensuring all pending matters are properly communicated to the next shift.
• Support the Front Office Manager in maintaining guest satisfaction and departmental performance.
• Perform any other duties assigned by the Front Office Manager or management.

• Diploma or degree in Hotel Management, Hospitality, or a related field is preferred.
• Minimum 2–3 years of Front Office experience, preferably in a four- or five-star hotel.
• Previous supervisory or team-lead experience is preferred.
• Good knowledge of hotel Front Office operations and PMS systems.
• Strong knowledge of check-in/check-out, guest accounts, cashiering, and room inventory procedures.
• Excellent communication and guest-service skills.
• Strong problem-solving and decision-making abilities.
• Good command of English; additional languages are an advantage.
• Ability to work shifts, weekends, and public holidays.