Assistant Front Office Manager & Guest Service Manager

Interstate Hotels & Resorts, Inc.; Ilford; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading hotel management company in Ilford is seeking an Assistant Front Office Manager to oversee guest services and ensure exceptional customer experiences. Responsibilities include managing front desk operations, leading a team, handling reservations, and maintaining hotel standards. The ideal candidate will have strong leadership skills and experience in hotel management. This position offers industry-leading training opportunities and flexible shifts, making it a great opportunity for professionals looking to advance in the hospitality sector.

Benefits

Industry-leading training opportunities

Wagestream for pay access

24/7 employee assistance programme

Hotel discounts portfolio-wide

Flexible shifts

Paid breaks

Free staff parking

28 days holidays including bank holidays

Qualifications

• Experience in managing a hotel front office or similar position.
• Ability to communicate effectively and handle complaints professionally.
• Strong leadership and organizational skills.

Responsibilities

• Oversee front desk operations and guest services team.
• Manage department budget and implement service policies.
• Maintain positive guest relationships and uphold service reputation.
• Utilize hotel software to manage reservations and guest feedback.

Skills

Hotel operations knowledge

Communication skills

Leadership and organisation

Customer service experience

Understanding of hotel software

Tools

Property Management Systems (PMS)

Customer Relationship Management (CRM)

Booking engines

Job description

Overview

Assistant Front Office Manager (Guest Services Manager) you'll be responsible for managing the guest services team and ensuring that guests receive exceptional service throughout their stay. Key responsibilities include overseeing front desk operations, managing reservations, handling guest complaints, and ensuring the cleanliness and maintenance of guest rooms and common areas. You'll be responsible for managing the budget for the department, hiring and training staff, and developing and implementing guest service policies and procedures. In addition, you will be responsible for maintaining positive relationships with guests and ensuring that the hotel's reputation for excellent customer service is upheld. As Guest Services Manager you'll play a crucial role in ensuring that guests have a first class enjoyable and comfortable stay.

Responsibilities

• Oversee front desk operations, reservations, guest complaints, and the cleanliness and maintenance of guest rooms and common areas.
• Manage the department budget, hire and train staff, and develop and implement guest service policies and procedures.
• Maintain positive relationships with guests and uphold the hotel's reputation for excellent customer service.
• As Guest Services Manager, provide first-class, enjoyable, and comfortable stays for guests.
• Hold Duty Manager shifts and responsibilities as per rota schedule.
• Assist in scheduling, training and providing feedback to Guest Service Assistants.
• Lead, recruit, manage and motivate staff; set goals, delegate tasks, and monitor performance with a focus on safety trainings and compliance to ensure smooth front office operations.
• Utilize hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools to manage reservations, track guest preferences and feedback, respond to queries, and analyse performance data.

Qualifications

• Experience in managing a hotel front office or similar position with understanding of hotel operations, reservations, check-in/check-out procedures, and customer service.
• Ability to communicate effectively with staff and guests; provide guidance and feedback and handle customer complaints professionally.
• Strong leadership and organisational skills; ability to recruit, manage, and motivate staff; set goals, delegate tasks, and monitor performance.
• Good understanding of hotel software and systems (PMS, booking engines, CRM).
• Passion for providing an exceptional guest experience and aligning with brand standards.

Benefits

• Industry-leading training and leadership development opportunities.
• Wagestream – option to stream up to 40% of pay as earned and automatic savings.
• 24/7 access to employee assistance programme.
• Hotel discounts portfolio-wide; staff rates and up to 50% discount on food & beverage, spa, and other IHG benefits.
• Global opportunities with IHG Hotels & Resorts.
• Flexible shifts; we operate 7 days a week, 365 days a year.
• Paid breaks and 28 days holidays including bank holidays.
• Starting salary above national minimum wage.
• Free staff parking.