Front Office Manager

Your Role in the Story

As the Front Office Manager at LUURA, you are responsible for overseeing front office operations across multiple properties, ensuring a seamless and exceptional guest experience from arrival to departure. You lead, coach, and develop the front office team, drive operational excellence, maintain high standards of service, and collaborate closely with Reservations, Housekeeping, Concierge, Sales, Revenue, and other departments to optimize guest satisfaction and revenue performance.

This role requires leadership, operational expertise, and the ability to manage multiple teams across properties while maintaining a consistent LUURA standard of service.

Key Responsibilities

• Lead, train, and mentor the front office teams across LUURA, building a guest-focused, professional, and motivated team culture.
• Oversee all front office operations, including guest check-in/check-out, concierge services, guest inquiries, billing, and room assignments.
• Ensure all guests are welcomed warmly and receive timely, accurate, and personalized service.
• Monitor and maintain operational standards, ensuring adherence to SOPs, brand standards, and health & safety regulations.
• Collaborate with Reservations, Revenue Management, Sales, F&B, Spa, and Housekeeping to ensure smooth daily operations and maximize revenue opportunities.
• Manage staffing schedules, team performance, and workflow to optimize service efficiency during peak periods.
• Ensure all front office systems, PMS, and reporting tools are accurately maintained and that team members are fully trained.
• Handle escalated guest concerns or complaints promptly and professionally, ensuring resolution that aligns with LUURA standards.
• Analyze front office performance, guest feedback, occupancy, and revenue data to identify opportunities for process improvement and operational efficiency.
• Implement SOPs, training manuals workflow processes, and quality standards across the front office department.
• Promote upselling opportunities for rooms, packages, F&B, and spa services at check-in, check-out, and guest interactions.
• Maintain professional appearance, demeanor, and communication standards for yourself and the front office team.
• Ensure smooth coordination with night audit, concierge, and security teams for 24-hour operational excellence.
• Monitor and manage guest satisfaction metrics, service recovery, and team accountability.
• Maintain a professional appearance, demeanor, and communication at all times.
• Adhere to LUURA standards, SOPs, and company policies in all booking activities.

Who We’re Looking For

• Bachelor’s degree in Economics, Social Studies, Tourism, or a related field
• Minimum 2–3 years’ experience in a similar Front Office managerial role, preferably in multi-property or cluster operations.
• Experience in pre-opening hotels will be considered as a strong plus.
• Excellent knowledge of PMS, guest service systems, front office procedures, and revenue management principles.
• Mandatory proficiency in English (both written and spoken); additional language skills are an advantage.
• Ability to manage multiple properties, prioritize tasks, and drive operational excellence.
• Strong problem-solving and conflict-resolution abilities.
• Professional, proactive, and collaborative approach, able to work closely with cross-functional teams.
• Experience implementing SOPs, improving workflows, and ensuring process compliance.
• Eligible to work in an EU country.
• Flexible, reliable, and capable of managing peak periods and complex operational demands

Perks You’ll Love

• Team rates at LUURA, Ennismore & Accor properties worldwide.
• Discounts at our restaurants, bars, and cafes.
• Access to art, cultural events & live music nights.
• Recognition that matters — from surprise gifts to team celebrations.
• Beautiful team spaces & comfortable accommodation (where applicable).

Ready to Dive In?

Bring your energy, your ideas, and your true self — and let’s create something unforgettable together.

Apply now and start your journey with LUURA.