Front Office Manager

Location Description

Mercure Aberdeen Caledonian is an elegant Victorian hotel in the city centre, overlooking Union Terrace Gardens.

 

Job Description

Role Overview

As the Front Office Manager, you will oversee the daily operations of the front desk, concierge, and guest services. You will be responsible for managing staff, handling guest relations, and ensuring smooth and efficient front office operations.

Key Responsibilities

• Manage and supervise front office staff, including receptionists, concierge, and night auditors
• Ensure a warm, professional welcome and seamless check-in/check-out experience for all guests
• Handle guest complaints and resolve issues promptly and effectively
• Monitor room availability, reservations, and occupancy levels
• Coordinate with housekeeping, maintenance, and other departments
• Train, coach, and develop team members
• Maintain high standards of customer service and operational efficiency
• Prepare reports on occupancy, revenue, and guest feedback
• Ensure compliance with hotel policies, procedures, and health & safety regulations

What we are looking for

• Proven experience in a front office supervisory or management role within the hospitality industry
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• High level of customer service and problem-solving skills
• Familiarity with hotel management software (e.g., Opera, Fidelio)
• Ability to work flexible hours, including weekends and holidays

Troo Benefits

• Free Meals on Duty: Fuel your success with free meals on duty, ensuring you're nourished and ready to conquer challenges during your work hours.
• Food & Beverage Discounts: Calling all foodies! Enjoy mouthwatering discounts at our restaurants and bars. 
• Employee Discount Rates: As a TROO Hospitality team member, you get exclusive access to unbeatable travel discounts at our hotels and across the Accor portfolio. Extend the adventure to your loved ones with Friend and Family Rates, making your travel dreams a reality at unbeatable prices.
• Long Service Incentives: Dedication deserves celebration! Our Long Service Incentives honour your commitment with special rewards and recognition for your loyalty over the years.
• Refer a Friend Scheme: Spread the word and reap the rewards with our Refer a Friend Scheme, where you can share the greatness of TROO Hospitality and enjoy bonuses for every new recruit.
• Employee Assistance Programme: We care about your well-being, which is why we offer an Employee Assistance Programme to provide support and guidance when life throws its curveballs. Consider it your trusty sidekick in times of need.