Front Desk Leader: Guest Experience & VIP Service

SmartRecruiters, Inc.; Greater London; On-site; GBP 35,000 - 42,000; Full time

Job summary

Novotel London Excel is seeking a dedicated Reception Manager to lead the front desk and deliver an exceptional guest experience. You will manage daily front office operations, drive service excellence, and support the Room Division Manager to ensure smooth and efficient service.

You will supervise the front office team, handle check-ins/check-outs, upsell when possible, respond to guest requests, and maintain high standards of operation.

Qualifications

• Right to work in the UK.
• Experience in front office operations with supervisory/managerial capacity.
• Excellent leadership and coaching abilities.
• Strong communication and interpersonal skills.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Assist guests with check-in and check-out processes, including cashiering duties to ensure smooth transactions.
• Define, coordinate, and manage a service delivery system utilizing resources, data, and service standards to maintain high guest satisfaction.
• Provide a warm and professional welcome to guests upon arrival, registering them accurately and issuing room keys following established standards.
• Efficiently assist guests throughout their stay by addressing requests, handling feedback, providing directions, and offering personalized suggestions.
• Manage guests’ emails, messages, incoming phone calls and complaints promptly and courteously.
• Maximize room revenue by upselling to higher rate categories and securing the best possible rates for walk-in guests.
• Meet, greet, and facilitate seamless rooming arrangements for VIP guests, ensuring a memorable experience.
• Lead and motivate the front office team to maintain high standards of service and operational efficiency.
• Manage the front office team performance and conduct.
• Perform any related duties and special projects as requested by the Room Division Manager.

Skills

Leadership

Front office management

Customer service

Communication skills

Multitasking

Tools

Opera Cloud software

Job description

Novotel London Excel is seeking a dedicated Reception Manager to lead the front desk and deliver an exceptional guest experience. You will manage daily front office operations, drive service excellence, and support the Room Division Manager to ensure smooth and efficient service.

You will supervise the front office team, handle check-ins/check-outs, upsell when possible, respond to guest requests, and maintain high standards of operation.