Front Office Leader: Elevate Guest Experience

Criterion Hospitality; Greater London; On-site; GBP 30,000 - 36,000; Full time

Job summary

Criterion Hospitality is a vibrant and forward-thinking company bringing innovation to real estate, hotels and beyond. With four hotels located in London’s dynamic West End, we are passionate about delivering exceptional guest experiences and pushing creative boundaries in everything we do.

We are seeking a Front Office Manager to take full ownership of the day-to-day Front Office operations, delivering a welcoming, professional and high-performing environment while leading and developing the

Qualifications

• Previous experience as Front Office Manager or Assistant Front Office Manager within a hotel environment.
• Strong knowledge of Front Office operations, systems and procedures.
• Proven experience leading, motivating and developing a Front Office team.
• Hands-on leadership style with a strong presence on the hotel floor.
• Excellent guest service and problem-solving skills.

Responsibilities

• Take full responsibility for the smooth day-to-day operation of the Front Office department.
• Lead, train, motivate and develop the Reception and Front Office team.
• Ensure seamless check-in and check-out procedures and consistently high standards of guest service.
• Manage team rotas, staffing levels, holidays and departmental coverage.
• Handle guest feedback, complaints and escalations professionally and efficiently.
• Monitor guest satisfaction and identify opportunities to continuously improve the guest journey.
• Ensure the lobby, reception and Front Office areas are always well presented and proactively managed.
• Conduct team briefings, one-to-ones, performance reviews and ongoing training.
• Manage departmental procedures, administration and reporting.
• Monitor Front Office performance and ensure operational standards and KPIs are achieved.

Job description

Criterion Hospitality is a vibrant and forward-thinking company bringing innovation to real estate, hotels and beyond. With four hotels located in London’s dynamic West End, we are passionate about delivering exceptional guest experiences and pushing creative boundaries in everything we do.

We are seeking a Front Office Manager to take full ownership of the day-to-day Front Office operations, delivering a welcoming, professional and high-performing environment while leading and developing the