Job Overview
Job Title: Front Office Manager
Location: London uk (On-site)
Classification: Full-time
Compensation: £30.00 – £31.00 per hour
About the Property:
As a premier 4-star hospitality destination in London ,we are dedicated to delivering a seamless blend of luxury, local culture, and high-touch service. We are seeking a dynamic, hands-on Front Office Manager to lead our guest services operations, cultivate an exceptional workplace culture, and maintain our property's elite service standards.
Job Summary
The Front Office Manager directs all front-of-house operations, including the Front Desk, Guest Relations, Bell/Door team, and Night Audit. This role balances strategic leadership—such as tracking operational KPIs and managing labor costs—with active floor presence to resolve complex guest issues, mentor team members, and ensure an elevated guest journey from arrival to departure.
Core Responsibilities
Departmental Leadership: Recruit, train, schedule, and performance-manage all front office personnel; build an accountability culture aligned with 4-star service benchmarks.
Guest Experience Management: Serve as the primary escalation point for guest feedback, resolving service challenges swiftly with diplomacy and a professional demeanor.
Financial & Rooms Control: Oversee daily billing, cash handling accuracy, credit card tracking, and room inventory blocks. Maximize room revenue by coordinating up-selling strategies with the Revenue Management team.
Systems Administration: Master and optimize the Property Management System (PMS) to track check-in efficiency, VIP alerts, and reservation accuracy.
Interdepartmental Sync: Collaborate daily with Housekeeping and Engineering to minimize room down-time and ensure seamless arrivals for VIP guests and corporate accounts.
Compliance & Safety: Enforce California labor laws regarding employee rest and meal breaks, maintain rigorous front-of-house safety compliance, and direct guest communication protocols during emergency situations.
Key Qualifications
Experience: 3+ years of progressive hospitality front office leadership experience, specifically within an upscale boutique or 4-star hotel environment.
Technical Proficiency: Mastery of industry-standard PMS software (e.g., Opera, FOSSE, or OnQ) along with strong Microsoft Excel capability.
Soft Skills: Exceptional written and verbal communication skills; a refined, poised presence capable of thriving under the rapid pace of the LA hospitality market.
Scheduling Flexibility: Open availability to work a varied schedule including mornings, late evenings, weekends, and holiday peak periods as dictated by hotel occupancy.
Pay: £57,000.00-£60,000.00 per year
Benefits:
Work Location: In person
