CCI - Front Desk Manager - UK

JR United Kingdom; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading hotel in London is seeking a Front Desk Manager to ensure exceptional guest experiences. The role involves managing guest interactions, leading the Front Desk Team, and maintaining high service standards. Candidates should have extensive experience in hotel management, strong leadership skills, and a commitment to guest satisfaction.

Qualifications

• Over 4 years of experience in a Front Desk Managerial or General Manager position.
• Experience handling 100+ guests in a 4–5-star hotel.
• Experience supervising 30+ team members in the Guest Services Department.

Responsibilities

• Maintain professionalism and emergency preparedness within Front Desk Operations.
• Resolve issues in line with Standards of Excellence, overseeing team development.
• Ensure diligence and attention to detail in all interactions.

Skills

Hospitality

Communication

Leadership

Organizational Skills

Job description

The Front Desk Manager owns each guest interaction, follows up on their experience, and ensures a seamless delivery of premium service that is both exceptional and memorable. As a Manager in the Guest Relations Department, the Front Desk Manager acts as the liaison between the Front Desk Team and all Hotel and Marine Departments to support proactive anticipation of every guest’s needs and expectations.

The Front Desk Manager must possess outstanding hospitality, communication, leadership, and organizational skills, along with effective decision-making abilities. Paying keen attention to detail, the Front Desk Manager is fully accountable for leadership that fosters a quality and personalized guest experience within the team. This individual will take full ownership of the Front Desk Team regarding results, financials, development, training, and analytics, including accountability for escalated guest interactions, guest sentiment, and the operational efficacy of the Front Desk, both back and front of house.

Qualifications:

• Over 4 years of experience in a Front Desk Managerial or General Manager position in a boutique hotel within a 4–5-star hotel environment.
• Willing to work under pressure.
• Experience handling 100+ guests in a 4–5-star hotel.
• Experience supervising 30+ team members in the Guest Services Department.
• Additional language skills such as Spanish, Italian, Portuguese, French, or German are preferred.

Duties & Responsibilities:

• Perform duties in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, KPIs, and safety policies.
• Maintain professionalism and emergency preparedness within Front Desk Operations, representing the brand and providing impeccable, personalized service to guests and crew.
• Resolve issues in line with Standards of Excellence, overseeing team development and fostering guest satisfaction and financial performance.
• Maintain administrative accuracy, including guest counts, desk volume, concern content, and behavioral analysis.
• Communicate inventory, program access, and maintenance needs, taking stewardship of work areas and tools.
• Ensure diligence and attention to detail in all interactions, especially during financial transactions and cash operations.
• Respond professionally and empathetically to escalated guest concerns, actively listening and showing understanding.