Front Office Manager - Luxury Hotel

About the role

The Grand Tarabya, managed by Accor, is a luxury hotel in Istanbul with 248 rooms, a spa, a ballroom and restaurants and bars. It is looking for an experienced, guest-focused Front Office Manager to lead the Front Office operations. The ideal candidate has a strong luxury hospitality background, a hands-on leadership approach and a passion for personalized guest experiences.

Key responsibilities

• Oversee daily Front Office operations, ensuring smooth arrivals, departures and in-house guest experiences in line with luxury service standards.
• Lead, coach and develop the team, setting clear expectations and fostering accountability, collaboration and service excellence.
• Anticipate guest needs and oversee VIP arrangements, special requests and guest recognition with other departments.
• Own guest feedback and service recovery, resolving concerns promptly and turning recurring issues into operational improvements.
• Work with Housekeeping, Reservations and Revenue to keep room status and allocation accurate and guests ready on arrival.
• Monitor guest satisfaction and departmental performance indicators and implement measurable action plans.
• Drive upselling opportunities while keeping a personalized, guest-focused approach.
• Manage staffing levels, duty rosters and departmental expenses in line with occupancy, service needs and budget.
• Ensure accuracy of guest profiles, billing and cashiering, keeping data confidential and compliant with procedures.
• Support brand standards, operational audits and continuous improvement.

Required profile

• Previous experience as a Front Office Manager or in a comparable leadership role in luxury hotels is mandatory.
• Proven track record of leading teams and delivering high service standards in a luxury hotel.
• Strong expertise in VIP handling, guest recognition, complaint resolution and service recovery.
• Fluency in Turkish and English, written and spoken; additional languages are an advantage.
• A degree in Hospitality Management, Tourism or a related field is preferred.

Required skills

• Hands-on experience with Opera Cloud is required.
• Familiarity with Accor systems, operational standards and the ALL loyalty programme is an advantage.
• Understanding of Front Office KPIs, staffing productivity, cost control and upselling.
• Excellent leadership, communication and organizational skills, with a calm, solution-oriented approach.