Assistant Front Office Manager - Guest Service Manager

Aimbridge; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading hospitality group in London is seeking an experienced Assistant Front Office Manager to oversee front desk operations and ensure exceptional guest service. The ideal candidate will have hotel management experience, strong leadership skills, and be passionate about providing a welcoming atmosphere. This role offers flexibility and industry-leading benefits, including training opportunities and hotel discounts.

Benefits

Industry leading training and leadership development

Wagestream – Stream pay as earned

Hotel discounts and benefits

Paid breaks and 28 days of holidays

Qualifications

• Prior experience managing a hotel front office or similar position.
• Good understanding of hotel operations, check-in and check-out procedures.
• Excellent communication and interpersonal skills.

Responsibilities

• Manage front desk operations and guest services team.
• Handle guest complaints and ensure high customer service standards.
• Oversee staff scheduling, training, and performance feedback.

Skills

Hotel front office management

Customer service

Leadership

Communication

Organizational skills

Tools

Property management systems (PMS)

Booking engines

Customer relationship management (CRM)

Job description

Overview

Who are we?

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We’re passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our “people first” approach to business, the Aimbridge experience is like no other.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Wagestream – Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing.
• 24/7 access to our employee assistance programme
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage and spa and all benefits of being IHG Employee.
• Becoming part of the IHG Hotels & Resorts family, one of the world’s leading hotel companies - which means global opportunities.
• We are open 7 days a week 365 days a year and need people to work a range of shifts and days - this means we can offer great flexibility if required.
• Paid breaks and 28 days holidays including bank holidays
• Starting salary above national minimum wage
• Free staff parking

A day in the life of…

As Assistant Front Office Manager

About The Holiday Inn Express London Excel

A modern waterside hotel near ExCeL and London City Airport. Holiday Inn Express London - ExCeL hotel offers fresh, modern rooms about 10 minutes' walk from ExCeL London, an international convention centre in the Docklands, and a 20-minute ride on the Docklands Light Railway from London City Airport. The hotel is about 25 minutes from Canary Wharf, so business guests are well positioned for work, and about half an hour from the Tower of London.

Holiday Inn Express Hotels

Do you want to work for one of the world’s fastest growing hotel brands?
Holiday Inn Express is one of the fastest growing hotel brands in the world opening an average of two hotels a week, so there is sure to be one near you already or coming very soon! Our modern hotels provide both business and leisure travellers a fresh, clean, uncomplicated stay offering comfort, convenience and great value for money.

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.

What do we need from you?

• You’ll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• You will be holding Duty Manager shifts and responsibilities as per rota schedule.
• As Assistant Front Office Manager (Guest Services Manager), you should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Assist in scheduling, training and providing feedback to Guest Service Assistants.
• Strong leadership and organisational skills to effectively recruit manage and motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure H&S trainings compliance so the front office operates smoothly and efficiently.
• We’re looking for you to have a good understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools. You’ll be able to use these tools to manage reservations, track guest preferences and feedback, response and analyse performance data.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone ‘A Place to Grow’

So, click apply today, we’d love to welcome you to our inclusive team shaping the future of hospitality.