Front Office Leader - 24/7 Ops & Guest Experience

Dalata Hotel Group

Greater London

On-site

GBP 38,000 - 52,000

Full time

5 days ago

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Benefits offered by this job

Free employee meals on duty

50% Off F&B in all properties

Employee room rate for Dalata hotels

30% Off Friends & Family rate

Additional annual leave per year of服务

Employee Assistance Programme

Cycle to Work/Transport schemes

Pension access

Dalata Academy career development

Staff appreciation and team events

Performance-related bonus plan

Job summary

Dalata Hotel Group is seeking an experienced Front Office Manager for a London hotel. You will lead day and night front office teams, drive guest satisfaction, and report to the Operations/Hotel Manager and Cluster General Manager.

The role focuses on delivering exceptional service, managing 24/7 operations, and fostering a high-performance culture across the front desk and night teams. You will use Opera and standard FO procedures to optimise efficiency, staff development, and revenue

Qualifications

Leadership experience: proven management background in a London hotel.
Problem-solving mindset with urgency and results-driven approach.
Technical skills: deep familiarity with property management systems like Opera and standard FO/night procedures.

Responsibilities

Total Operations Management: oversee 24/7 front desk and night teams, manage DM shifts and night-cover.
Guest Satisfaction: analyse guest feedback to identify trends and drive service improvements.
Operational Urgency: maintain a fast-paced environment, quickly resolve guest issues and room readiness concerns.
Team Leadership: recruit, train, and schedule front desk and night staff to ensure consistent service.
Revenue Management: drive upselling initiatives and monitor front office financial performance.