Front Office Manager

Company Overview

ibis London Canning Town is a 196-room hotel in East London, set in a fast-developing area close to major venues such as the O2 and ExCeL. The property blends hotel comfort with the lively atmosphere of Chill#08, its cafe-bar offering cocktails, coffee, live music, and local character.

The hotel serves a mix of business travelers, event guests, and local visitors, and the front office team plays a key role in shaping the first and lasting impression of every stay.

Role Summary

As Front Office Manager, you will oversee the front desk operation and guide the team to create welcoming, efficient, and memorable guest experiences. The role calls for a visible, hands-on leader who helps build a culture of service quality, ownership, and positivity.

Guest Experience and Journey

• Ensure high standards of service at every stage of the guest journey, from pre-arrival through checkout and after departure.
• Run daily front office activities, including coordination with the night team.
• Address guest concerns with empathy and confidence, using feedback to improve service.
• Oversee TrustYou and other guest review channels, encouraging a prompt and proactive response approach.
• Work with the Chill#08 team to create a welcoming lobby and arrival area that feels inviting and immersive.
• Support loyalty enrollment and recognition through the ALL Loyalty Programme, while helping drive revenue through upselling.

Team Leadership

• Recruit, coach, and motivate team members, valuing personality as well as experience and developing the technical skills afterward.
• Set the standard on shift by leading through example and reinforcing the desired guest service tone.
• Make sure every team member understands brand standards and delivers them consistently.
• Hold regular performance discussions and support ongoing development.

Operations and Commercial Control

• Manage reservations, walk-ins, room assignments, and overbooking scenarios effectively.
• Maintain accurate and secure reporting and billing processes.
• Work closely with other departments each day to keep operations running smoothly.
• Track local events, including activity around the O2, ExCeL, and other venues, and adapt plans to improve both service delivery and revenue.
• Support the front office side of the Green Key sustainability programme, including guest communication and team training.

Qualifications and Requirements

• Prior leadership experience in front office operations is required.
• Good knowledge of hotel systems; experience with Opera Cloud or a similar PMS is an advantage.
• Strong communication skills with a calm, supportive leadership style.
• Able to stay composed under pressure and resolve guest-facing issues practically.
• Friendly, confident, and service-oriented with a natural hosting approach.
• Willingness to work shifts, weekends, and holidays as part of a rotating leadership rota.
• Fluent English is required; additional languages are beneficial.
• Must be eligible to live and work in the UK.

Benefits and Additional Information

• Opportunity to join an innovative hospitality environment where ideas are valued.
• Scope for growth within the company and support for professional development.
• Work with a collaborative team of committed hospitality professionals.
• Access to a competitive salary and benefits package.
• Free Bonus Break: 3 free weekends at Accor hotels in the UK, subject to availability.
• Discounts for you, friends, and family across Accor hotels worldwide.

About the Employer

Accor is a global hospitality group operating more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations across 110 countries. The organization promotes responsible hospitality and a culture where employees can develop their careers, explore new roles, and contribute to meaningful experiences for guests, colleagues, and the planet.