Front Office Lead — Guest Experience & Operations

IBIS; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

Ibis London Excel invites an Assistant Front Office Manager to lead the Front Office in the absence of the Front Office Manager and to ensure a seamless guest experience through consistent service excellence and operational efficiency.

This role supervises reception activities, manages check-ins/check-outs, coordinates with housekeeping and other departments, and supports staff scheduling, training and performance management to maintain high standards.

Qualifications

• Experience in hospitality delivering guest experiences.
• Previous supervisory or leadership responsibilities.
• Strong written and verbal communication with guests and staff.

Responsibilities

• Oversee daily front office activities to ensure smooth service and adherence to standards.
• Manage guest check-in and check-out procedures with accuracy and courtesy.
• Coordinate with housekeeping, maintenance and other departments to resolve issues.
• Assist in staff scheduling, training and performance management.
• Handle guest complaints with professionalism and ensure satisfaction.
• Monitor front office inventory and coordinate replenishment as needed.
• Support revenue management by tracking occupancy and room rates.
• Ensure security procedures and company policies are followed.
• Prepare front office reports and monitor performance metrics.

Skills

Customer service

Supervisory experience

Communication skills

Job description

Ibis London Excel invites an Assistant Front Office Manager to lead the Front Office in the absence of the Front Office Manager and to ensure a seamless guest experience through consistent service excellence and operational efficiency.

This role supervises reception activities, manages check-ins/check-outs, coordinates with housekeeping and other departments, and supports staff scheduling, training and performance management to maintain high standards.