Assistant Front Office Manager

Apex City of London Hotel; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A London-based hotel is seeking an Assistant Front Office Manager to ensure exceptional customer service and oversee reception operations. The role includes managing shifts, implementing strategies for customer excellence, and coaching team members. Ideal candidates should demonstrate strong leadership skills and prior experience in hotel reception at a supervisory level. The position promises a welcoming environment and numerous employee benefits, emphasizing a culture of teamwork and support.

Benefits

29 days holiday

Training and development

Employee events and celebrations

Access to gym and pools

50% discount in restaurants

Discounted room rates for family and friends

Qualifications

• Previous experience in a hotel reception at Supervisor or Duty Manager level.
• Ability to evaluate own work and lead a team.
• Strong customer care skills.

Responsibilities

• Oversee day-to-day running of the reception and duty manager shifts.
• Develop and implement strategies for customer performance.
• Manage department in the absence of the manager.

Skills

Excellent standards

Leadership ability

Customer service skills

Self-awareness

Job description

In conjunction with the Front Office Manager, you will be responsible for ensuring that the Front Office Receptionists and Duty Managers provide the highest level of customer care to ensure that our guests return time and time again.

Responsibilities

• Supporting the Front Office Manager by overseeing the day-to-day running of the Reception, Duty Manager and Night shifts
• Developing and implementing departmental strategies that will grow customer performance and excellence delivery
• High visibility during key guest demand periods delivering a total lobby experience
• Delivery of monthly Net Promoter and Guest Review Index arrival/in stay/departure targets
• Taking responsibility for dealing with any issues
• Coaching team members to improve and develop.
• Managing the department in the absence of the Manager.
• Ensuring communication is maintained between key departments.
• Generating ideas to drive the business forward.

You will have excellent attention to detail in order to provide consistent standards. This is a vital leadership role in the function of the hotel and ultimately the service provided to our guests before, during and after their stay. The Customer Experience is at the centre of everything you do. You will love chatting to our guests offering help and assistance, you will be a great at multi-tasker, you will be efficient at solving guest enquiries and you will always have a smile for our teams and guests. We want you to be yourself here, bringing your infectious personality which helps makes Apex who we are.

Qualifications

• Excellent standards
• Self‑aware and able to evaluate their own work
• Can lead a Team
• Previous experience with a Hotel Reception at Supervisor/Duty Manager level

We love to welcome people with different experiences and from different places into our Apex family. We want to ensure you get the best experience from the role you begin your journey with us in.

You will receive a warm welcome into the Apex family on joining us as a Assistant Front Office Manager in City of London. You will genuinely care about our guests and each other and we show this through our family values of Trust, Passion, Friendliness and Teamwork. We encourage you to bring your own unique personality to the role and being yourself whilst working as part of the Guest Services team as we believe it is your personality, style and friendliness that makes Apex Hotels.

Benefits

• 29 days holiday
• Training and development from day one
• Employee events and celebrations
• Inhouse company interactive employee communication APP
• Entry to our state‑of‑the‑art gym and pools
• Healthy meals to enjoy while you're working
• Access to an external Employee Assistance Programme
• Financial Wellbeing App
• £200 referral bonus when your friends or family join the team.
• Access to our discounts and wellbeing platform "Treat Yourself Here", unlocking savings and experiences for you and your family
• Involvement in our employee recognition schemes
• Long service recognition
• Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two
• 50% discount in our restaurants
• Cycle to Work Scheme
• Discounted room rates for employees, friends, and family
• Spa treatments and product discounts
• Life Assurance cover.

Following your first successful 3 months, you'll also receive these additional benefits.

We encourage you to bring your true self to work. We'll provide great training and development opportunities, allowing you to flourish in a fulfilling career, reaching your dreams and aspirations. Our family can never be too big, there's a place here for you. We have one ask – that you bring your personality, ideas, and spark.

This role does not meet the requirements for sponsorship under the Skilled Worker visa route.