Front Office Leader: Guest Experience & Team Growth

The Imperial London Hotels Limited; City of Westminster; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

28 Days Holiday pro-rata increasing up

Free meals on duty

Uniform & dry-cleaning

Workplace pension scheme

Refer a Friend Scheme

Employee recognition

Employee awards

Social events

Season Ticket Loan / Travelcard Loan

Discounts at hotels/restaurants

Job summary

The Imperial London Hotels Limited is recruiting an Assistant Front Office Manager for Bedford Hotel in London. You will support the Front Office Manager to deliver exceptional guest experiences across front desk and related services, ensuring smooth check-in/out and service quality.

You will lead, coach and develop front office hosts, manage shifts, handle guest escalations promptly, and work closely with revenue and reservations teams to optimise occupancy and guest satisfaction.

Qualifications

• 2 years of Front Office Duty Manager experience in hotel industry.
• Passion for hospitality and guest satisfaction.
• Commercial focus with understanding of revenue management.

Responsibilities

• Support Front Office Manager to deliver service quality and meet KPIs.
• Handle guest complaints promptly and find satisfactory resolutions.
• Establish guest satisfaction data and develop improvement plans.
• Recruit and onboard front-of-house staff; develop team professionally.
• Lead shifts, motivate staff, and maintain calm under pressure.
• Coordinate with reservations and revenue teams; know Opera.

Skills

Front Office

Team Leadership

Budget & P&L

Opera

Microsoft Office

Communication

Multi-tasking

Adaptability

Tools

Opera

Microsoft Office

Job description

The Imperial London Hotels Limited is recruiting an Assistant Front Office Manager for Bedford Hotel in London. You will support the Front Office Manager to deliver exceptional guest experiences across front desk and related services, ensuring smooth check-in/out and service quality.

You will lead, coach and develop front office hosts, manage shifts, handle guest escalations promptly, and work closely with revenue and reservations teams to optimise occupancy and guest satisfaction.