Front Office Leader: Guest Experience & Team Growth

Criterion Hospitality; West End; On-site; GBP 45,000 - 60,000; Full time

Job summary

Criterion Hospitality is seeking a Front Office Manager to oversee the day-to-day Front Office operations across its hotels in London and beyond. The role requires a hands-on leader who can drive guest satisfaction, staff development and high service standards on the hotel floor.

You will manage all Front Office activities, mentor the team, and ensure smooth check-in/check-out processes while maintaining a welcoming, professional environment that reflects the Criterion Hospitality brand.

Qualifications

• Previous experience in a hotel Front Office management role or as an Assistant Front Office Manager
• Strong knowledge of Front Office operations, systems and procedures
• Proven ability to lead, motivate and develop a Front Office team

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 high standards of guest service
• Manage team rotas, holidays and departmental coverage
• Handle guest feedback, complaints and escalations professionally and efficiently
• Monitor guest satisfaction and identify opportunities to improve the guest journey
• Lead by example and maintain a positive, guest-focused culture within the department

Skills

Front Office operations

Team leadership

Guest service

Staff training

Job description

Criterion Hospitality is seeking a Front Office Manager to oversee the day-to-day Front Office operations across its hotels in London and beyond. The role requires a hands-on leader who can drive guest satisfaction, staff development and high service standards on the hotel floor.

You will manage all Front Office activities, mentor the team, and ensure smooth check-in/check-out processes while maintaining a welcoming, professional environment that reflects the Criterion Hospitality brand.