Front Office Manager

Company Description

MAMA?

Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co-founders of Club Med), Mama Shelter is a creator of living spaces and a daily director!

These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price. 

More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy.

Whatever your role, we're all here to make the customer experience as unforgettable as possible. 

Our mission: to bring little moments of happiness to people.

Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it's not a question of diplomas or years of experience.

Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021.

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Our commitment to diversity and inclusion: 

Mama is an inclusive company, and our ambition is to recruit and promote diverse talent. 

Job Description

🌟 THE MISSION

You are the face of Mama from the very first “hello” 👋 to the last “see you soon” 💖

As our Front Office Manager, you lead the welcome, set the tone, and create unforgettable first impressions ✨ You run the show at the heart of the hotel—where energy, service, and personality meet.

You ensure every guest feels at home (but better 😉), while leading your team with passion, energy, and Mama spirit 🎶🔥

Here’s what you’ll be responsible for:

• Guest Experience Rockstar 💫
  Deliver bold, warm, and unforgettable guest experiences from arrival to departure
  Handle VIPs, special requests, and guest feedback with care and personality
• Front Office Leader 👥✨
  Lead, coach, and inspire the Front Office team—reception, concierge, and guest relations
  Create a positive, energetic, and collaborative team environment
• Operations Maestro ⚡🏨
  Oversee daily Front Office operations—check-ins, check-outs, room allocations, and cash control
  Ensure smooth coordination with Housekeeping, Reservations, and other departments
• Service Standards Guardian 🛎️🎯
  Maintain Mama’s service standards at all times—playful, professional, and personal
  Ensure procedures are followed while keeping the human touch alive
• Revenue & Upselling Driver 💰📈
  Maximize room revenue through upselling, room optimization, and effective inventory management
• Problem Solver Extraordinaire 🧩💡
  Handle guest concerns quickly and effectively, turning challenges into memorable moments
• Collaboration Champion 🤝🎶
  Work closely with all departments to ensure seamless guest journeys across the hotel
• Performance Tracker 📊
  Monitor KPIs—guest satisfaction, reviews, upselling, and team performance—and take action where needed

Qualifications

MADE FOR YOU… ONLY IF ✨

• You have strong Front Office experience in hospitality, ideally in lifestyle or luxury hotels 🏨✨
• You are a natural leader who inspires, motivates, and develops teams 👥💫
• You are guest-focused and passionate about creating memorable experiences 💖
• You thrive in fast-paced, high-energy environments ⚡
• You are organized, solution-oriented, and hands-on 🛠️
• You have strong communication skills and a confident presence 💬
• You’re comfortable with PMS systems and operational reporting 💻📊
• You bring personality, energy, and a sense of fun to everything you do 🎉

YOUR LITTLE EXTRAS 🎯

• Pre-opening experience? Big plus 🏗️✨
• Multi-lingual? Even better 🌍
• You know your city and love sharing it with guests 🗺️💫
• You bring Mama energy—bold, playful, and authentic 🎶🔥

Additional Information

Next, we're sure you know the tune 🎶:

• First melody: “At Mama, no AI! We review your application in person and take the time to understand your background. 🎧
• First verse: We organise an initial telephone interview with our People & Culture Team to see if your application fits in with our rhythm. 🤳
• Chorus: Once you've passed the phone interview, we'll arrange a remote meeting 💻 or a meeting at Mama 🤝 to meet the Gang! 
• Last verse: Naturally, you'll receive a response from us within two to three weeks at the latest, whether it's a ✔️ or a ✖️.