Front of House Leader: Guest Experience

The Imperial London Hotels Limited; Greater London; Presencial; GBP 38 000 - 60 000; Tempo integral

Resumo da oferta

Imperial London Hotels is seeking a Front of House Manager in London to lead the Front of House team and ensure seamless guest experiences across the reception and guest services. You will set the tone for hospitality, guiding staff to deliver high standards on every shift.

Based in central London, you’ll manage busy periods with calm leadership, handle guest queries effectively, and collaborate with reservations, housekeeping and maintenance to keep service flowing smoothly while maintaining

Qualificações

• Experience in a customer-facing hospitality role (front office, reception, guest services or similar).
• Proven ability to lead a team and maintain high standards under pressure.
• Strong communication skills, with a confident but warm approach to guests.
• Good judgement and calm problem-solving—especially during busy periods or escalations.
• A proactive attitude and an eye for detail.

Responsabilidades

• Lead the Front of House team by example—coaching, motivating, and ensuring staff deliver confident, professional service.
• Own the guest experience, from arrival to departure, ensuring queries are handled promptly, kindly, and effectively.
• Maintain exceptional standards across reception, concierge/guest services, and communal guest touchpoints.
• Ensure operational excellence—monitoring daily routines, managing shift coverage, and keeping service flow smooth.
• Handle escalations calmly and confidently, turning challenges into opportunities for recovery and delight.
• Support planning and performance by tracking standards, reviewing feedback, and addressing issues early.
• Collaborate across departments to ensure guest needs are met seamlessly (reservations, housekeeping, maintenance, and beyond).
• Uphold brand and compliance standards, including attention to detail, health & safety awareness, and secure working practices.

Conhecimentos

Leadership

Customer-facing

Communication

Problem solving

Attention to detail

Descrição da oferta de emprego

Imperial London Hotels is seeking a Front of House Manager in London to lead the Front of House team and ensure seamless guest experiences across the reception and guest services. You will set the tone for hospitality, guiding staff to deliver high standards on every shift.

Based in central London, you’ll manage busy periods with calm leadership, handle guest queries effectively, and collaborate with reservations, housekeeping and maintenance to keep service flowing smoothly while maintaining