Front of House Manager

Reception; Greater London; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

Service charge

Global career

Hotel rates

Company pension

Refer-a-friend bonus

28 days holiday

Health cash plan

Discounted dental cover

e-learning platform

Awards & recognition

Perks at Work discounts

Complimentary meals on duty

Loyalty rewards

Employee benefits

Job summary

Meliá Hotels International in London is seeking a Front of House Manager to lead the Front Office, The Level Reception, and related operations, ensuring guest excellence and financial performance.

You will report to the Resident Manager, develop teams, drive upselling, maintain health and safety standards, and collaborate with Reservations, Groups, and Night Management to maximise revenue while delivering the distinctive Meliá experience.

Qualifications

Responsibilities

• Lead and oversee daily Front of House operations including Front Office, The Level Reception and Back Office Administration.
• Provide strong leadership to Reception Managers, Supervisors and Front of House staff, with clear objectives and performance monitoring.
• Drive exceptional customer care by observing guest interactions and resolving complaints professionally.
• Ensure Front of House SOPs are implemented, maintained and updated for consistency and training.
• Support revenue growth by upselling hotel facilities and achieving departmental targets.
• Collaborate with Groups, Reservations, Reception and Night Management to manage occupancy and protect guest experience and revenue.
• Develop the Front of House team through training, briefings and succession planning.

Job description

The world is yours with Meliá

Joining Meliá is to embark on a journey without borders, where your potential to grow, develop, and inspire has no limits. It’s knowing that the world is yours — with opportunities to build your career across destinations worldwide — all while being part of one warm, supportive, and passionate family.

Front of House Manager

Department: Front of House

Location:Melia White House

Report to: Resident Manager

Package: competitive + Service Charge

About Meliá Hotels International

Meliá Hotels International is one of the world’s leading hotel companies, with a presence across more than 40 countries and a portfolio of over 350 hotels worldwide. In the UK, Meliá operates hotels in key destinations including London, Manchester, Liverpool and Newcastle.

Joining Meliá means becoming part of a truly international hospitality group, with opportunities to grow and develop your career across the UK and destinations around the world.

What’s in it for you?

• Competitive salary plus service charge
• Global career opportunities across more than 350 hotels worldwide
• Exclusive hotel rates for you, your friends & family with Meliá Hotels Worldwide
• Company pension scheme
• Refer-a-friend bonus (£500 after successful completion of probation)
• 28 days’ holiday including public holidays
• Health cash plan & discounted dental cover with HSF
• Unlimited access to Meliá’s global e-learning platform
• Awards & recognition programmes
• High-street discounts through Perks at Work
• Complimentary meals on duty
• Loyalty rewards and additional employee benefits

Mission

As Front of House Manager, you will play a key leadership role in the Rooms division, strategically managing the daily operation of Front of House, including Front Office, The Level Reception, Back Office Administration and Meliá Connects.

You will lead and develop the Front of House teams to deliver exceptional guest experiences, maintain consistently high service standards, maximise revenue and ensure efficient and commercially focused operations. Working closely with the Resident Manager and wider hotel leadership team, you will create a positive culture where colleagues are empowered to deliver the Meliá experience.

Key Responsibilities – Leadership & Operational Excellence

• Lead and oversee the daily operation of all Front of House areas, ensuring consistently high standards of guest service, operational efficiency and professional presentation
• Provide strong leadership to Reception Managers, Assistant Managers, Supervisors and Front of House colleagues, setting clear objectives, delegating effectively and monitoring performance
• Champion exceptional customer care by regularly observing guest interactions, proactively addressing service opportunities and resolving guest complaints efficiently and professionally
• Ensure all Front of House Standard Operating Procedures are implemented, regularly reviewed and maintained as effective tools for consistency, training and continuous improvement
• Drive revenue performance by supporting the promotion and selling of hotel facilities, maximising room upselling opportunities and ensuring departmental and corporate targets are achieved
• Work closely with Groups, Reservations, Reception and Night Management teams to effectively manage occupancy, overbooking situations and book-outs while protecting the guest experience and hotel revenue
• Develop and engage the Front of House team through regular briefings, one-to-one meetings, performance appraisals, training and career development, including supporting trainee programmes and succession planning
• Maintain strong communication and collaborative relationships across the Rooms division and wider hotel, ensuring colleagues are informed of promotions, operational priorities and business activities
• Take responsibility for departmental financial performance, including payroll, agency and casual staffing, departmental costs, budgets, forecasts, financial controls and compliance with hotel credit procedures
• Promote and maintain the highest standards of health, safety, security, fire procedures, personal hygiene and risk management, ensuring all colleagues are appropriately trained and compliant with legislation and hotel standards

What we’re looking for

• Previous management experience within a busy hotel Front Office or Front of House environment
• Strong knowledge of Front Office operations, guest services and hotel systems
• Proven experience leading, coaching and developing a diverse hospitality team
• Commercial awareness with an understanding of revenue, payroll, budgeting and financial controls
• Strong communication, organisation and problem-solving skills
• A confident and professional approach to handling guest complaints and complex operational situations
• Experience of driving upselling and maximising revenue opportunities
• A strong understanding of health & safety, security and relevant hospitality legislation
• Ability to work collaboratively with senior management and other hotel departments
• Passion for delivering exceptional guest experiences and creating a positive team culture

Because belonging to the great Meliá family is being VIP

At Meliá, our people are at the heart of everything we do. From entry-level roles to senior leadership, everyone contributes something unique. We are all Very Inspiring People, connected by passion, warmth, and a commitment to creating exceptional experiences — and that includes you.

Our Commitment to Diversity & Inclusion

Meliá Hotels International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, respectful, and accessible workplace for all. Our differences make us stronger and help us build a responsible present and a sustainable future.

Eligibility to work in the UK is required.

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