FRONT OF HOUSE MANAGER

Our mission at Ibis Birmingham New Street is to create memorable moments for our guests, by connecting hearts from arrival to farewell.
No matter what drives you, a job, a career, your journey starts here.

The Front Office Manager is responsible for leading the Front Office operations to deliver an exceptional guest experience while ensuring the smooth running of all shifts morning, evening, and night. The role requires strong leadership, operational efficiency, and a hands-on approach to team performance and guest satisfaction.

You will lead by example, ensuring that service delivery, team motivation, and operational accuracy align with brand standards and business goals. You will be directly responsible for departmental performance, including service quality, staff development, financial accuracy, and guest satisfaction.

This is a busy, high-volume city-centre hotel located in the heart of Birmingham, featuring conference facilities and a full Food & Beverage operation. The environment demands adaptability, proactive leadership, and excellent organisational skills.

Key Responsibilities

Guest Experience & Service Delivery

• Ensure every guest enjoys a seamless experience from check-in to check-out.
• Anticipate guest needs, respond effectively to feedback, and handle complaints promptly and professionally.
• Build rapport with guests to encourage loyalty and repeat business.
• Promote the hotel’s brand values through consistent service quality and attention to detail.

Operational Leadership

• Lead, support, and supervise the Front Office team across all shifts — morning, evening, and night.
• Conduct thorough shift handovers and ensure clear communication between teams.
• Oversee room reconciliation, shift balancing, and cash handling to ensure financial and system accuracy.
• Monitor and approve refunds, corrections, and chargeback handling in line with company policies.
• Supervise end-of-day and night audit processes, ensuring accuracy and compliance.
• Manage day-to-day and future reservations, including overbooking controls and room allocations.
• Plan and organise team operations to achieve service excellence and departmental targets.

Team Management & Development

• Lead by example in professionalism, guest service, and teamwork.
• Manage rota planning, shift scheduling, and holiday allocation to ensure effective coverage and fairness.
• Conduct regular team briefings, performance reviews, and on-the-job coaching.
• Support recruitment, onboarding, and continuous training of new and existing team members.
• Promote a positive work culture built on trust, accountability, and communication.
• Provide career development opportunities for team members through online training, face-to-face training, and structured progression plans.

Commercial & Revenue Focus

• Support revenue management through effective upselling and yield optimisation.
• https://careers.accor.com/global/en/job/front-of-house-manager-in-ibis-birmingham-new-street-station-birmingham-unit-jid-75324