Front Office Lead: Guest Experience & Team Coach

Harri; Pennington; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Staff discounts across THE NICI Colle

Meals on duty

Ongoing training and development

Career progression opportunities

Leadership development

Work with experienced hospitality team

Job summary

THE NICI Collection is a growing luxury lifestyle hotel group seeking a confident Front Office Assistant Manager to join our guest-facing team. You will support the Reception Manager, oversee daily Front Office operations and lead by example to deliver warm, efficient service from arrival to departure.

Ideal candidates have supervisory experience in hotel reception, strong guest service and clear communication, plus flexibility to cover weekends and holidays.

Qualifications

• Experience in hotel Front Office with supervisory duties.
• Ability to lead and develop reception teams.
• Strong guest service and problem-solving skills.
• Clear communication with guests and colleagues.
• Flexible shift availability, including weekends/bank holidays.
• Experience with a hotel PMS is advantageous.

Responsibilities

• Assist with the overall running of the Front Office department.
• Support and supervise the reception team during each shift.
• Handle arrivals, departures and guest requests professionally.
• Maintain a welcoming guest experience.
• Manage guest concerns and find solutions.
• Oversee induction, training and development of reception colleagues.
• Assist with rotas and daily staffing requirements.
• Maintain communication between Reception and other departments.
• Ensure health and safety and hotel standards are followed.
• Cover Front Office operations in the Reception Manager's absence.
• Identify ways to improve guest journey and efficiency.

Skills

Supervisory experience

Guest service

Team leadership

Communication skills

Problem solving

Detail orientation

Flexible schedule

Hotel PMS knowledge

Tools

Hotel PMS

Job description

THE NICI Collection is a growing luxury lifestyle hotel group seeking a confident Front Office Assistant Manager to join our guest-facing team. You will support the Reception Manager, oversee daily Front Office operations and lead by example to deliver warm, efficient service from arrival to departure.

Ideal candidates have supervisory experience in hotel reception, strong guest service and clear communication, plus flexibility to cover weekends and holidays.