Company Description
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.
Job Description
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
1. Ensure every guest enjoys a seamless experience from check-in to check-out.
2. Anticipate guest needs, respond effectively to feedback, and handle complaints promptly and professionally.
3. Build rapport with guests to encourage loyalty and repeat business.
4. Promote the hotel’s brand values through consistent service quality and attention to detail.
Operational Leadership
5. Lead, support, and supervise the Front Office team across all shifts — morning, evening, and night.
6. Conduct thorough shift handovers and ensure clear communication between teams.
7. Oversee room reconciliation, shift balancing, and cash handling to ensure financial and system accuracy.
8. Monitor and approve refunds, corrections, and chargeback handling in line with company policies.
9. Supervise end-of-day and night audit processes, ensuring accuracy and compliance.
10. Manage day-to-day and future reservations, including overbooking controls and room allocations.
11. Plan and organise team operations to achieve service excellence and departmental targets.
Team Management & Development
12. Lead by example in professionalism, guest service, and teamwork.
13. Manage rota planning, shift scheduling, and holiday allocation to ensure effective coverage and fairness.
14. Conduct regular team briefings, performance reviews, and on-the-job coaching.
15. Support recruitment, onboarding, and continuous training of new and existing team members.
16. Promote a positive work culture built on trust, accountability, and communication.
17. Provide career development opportunities for team members through online training, face-to-face training, and structured progression plans.
Commercial & Revenue Focus
18. Support revenue management through effective upselling and yield optimisation.
19. Promote the brand’s loyalty programme and ensure team members are confident in presenting it to guests.
20. Monitor daily revenue performance and identify opportunities to increase profitability.
21. promote skip the clean programme.
Administration & Financial Control
22. Ensure full compliance with invoicing, cash handling, and financial audit procedures.
23. Support the preparation of departmental budgets, forecasting, and performance analysis.
24. Maintain accurate financial records and oversee end-of-shift reports.
25. Ensure chargebacks, adjustments, and refunds are processed correctly and documented.
Health, Safety & Compliance
26. Enforce health, safety, and security procedures at all times.
27. Ensure departmental compliance with brand and legal standards.
28. Promote environmental initiatives and sustainable practices in line with the company’s policies.
29. Maintain confidentiality of guest, employee, and company information.
Cross-Department Support
30. Provide support to other hotel departments if required to ensure smooth operations.
Qualifications
31. Minimum 1 year of experience as a Reception or Front Office Manager within the hotel industry; or
32. Minimum 3 years of experience as a Front Office Team Leader or Supervisor in a busy, full-service hotel environment.
33. Proven ability to lead a team in a high-pressure, guest-focused operation.
34. Strong knowledge of PMS and front office systems, cash handling, and audit procedures.
35. Excellent communication, problem-solving, and organisational skills.
36. Flexibility to work varied shifts, including weekends, evenings, and nights as per the business requirements.
37. Work eligibility: We are not in a position to offer work sponsorship. All work rights will be verified prior to employment.
Additional Information
Benefits & Perks
38. Career progression opportunities within Accor’s global network
39. Access to online and face-to-face training programs for professional development
40. Pension scheme to support long-term financial planning
41. Discounted worldwide stays at Accor hotels through the Heartist loyalty programme
42. 28 days annual leave
43. Free onsite parking
44. Free meals during shifts
45. Participation in annual celebrations and staff events
46. High support from senior management to ensure success in role
47. Annual salary: £29,630.00
48. start date: 5th January 2026
Of course you also want to know what it's like to work at Ibis Birmingham New Street ? First and most important; you end up in a close-knit team in which your own initiative is greatly appreciated and where the atmosphere is good. We believe that colleagues must be able to complement each other and that everyone must be able to be themselves. You get the opportunity to broaden your responsibilities through training and development, and recognition.
Ready to Join Us?
If you are a motivated leader with a passion for guest service and operational excellence, we would love to hear from you. Apply today and take the next step in your hospitality career with Accor.
Information on the processing of your personal data
The personal data collected in the context of your application will be kept for a period of up to six months after our last contact, unless you request its deletion by writing to the Data Privacy Team at Leopard Hotels 9 LTD, C/o Alter Domus, UK Ltd, 10th floor, 30 St Mary Axe, London, EC3A 8BF.
We take all necessary precautions to preserve the security, confidentiality and integrity of the personal data we collect and to avoid any misuse of it.
You have the right to exercise, in the circumstances defined by applicable law (in particular, the retained EU law version of the General Data Protection Regulation (Regulation (EU) 2016/679) and the Data Protection Act 2018), your rights of access, rectification, deletion and portability in respect of your personal data, as well as the right to request the limitation, or to oppose the processing, of it. These rights may be exercised by writing to the Data Privacy Team at Leopard Hotels 9 LTD, C/o Alter Domus, UK Ltd, 10th floor, 30 St Mary Axe, London, EC3A 8BF.
Full information on the processing of candidates' personal data is available in our Employee Privacy Policy.