Front Office Leadership: Guest Experience Champion

Reception; Greater London; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Hotel discounts

Pension scheme

Loyalty rewards

25+ days holiday

Job summary

Meliá London is seeking an experienced Assistant Front Office Manager to support the Front Office Manager in leading the department and delivering an outstanding guest journey aligned with the ME brand philosophy.

You will drive operational excellence, personalise check-in/out, resolve guest inquiries, and collaborate with Housekeeping and other teams to maximise guest satisfaction and revenue.

Qualifications

• Minimum 2 years’ experience in a similar role within the hotel sector.
• Degree in Tourism, Hospitality, or related field (preferred)
• Advanced English (additional languages are a plus)
• Strong knowledge of hotel operations and hotel management systems
• Proficiency in Microsoft Office
• Excellent leadership, organisational, and communication skills
• Strong problem-solving and complaint-handling abilities

Responsibilities

• Lead the Front Office team in day-to-day operations.
• Ensure all reception policies, procedures and brand standards are followed.
• Guarantee prompt, personalised check-in/out experiences, including digital processes.
• Analyse and resolve guest complaints to exceed expectations.
• Maintain communication with Housekeeping and other departments.
• Oversee cash handling and enforce policies.
• Maintain accurate guest profiles to personalise future stays.
• Handle guest enquiries efficiently (in person, digital, phone).
• Promote upselling initiatives and support revenue strategies.
• Ensure Front Office environment and equipment are maintained to high standards.

Skills

Leadership

Communication

Organisation

Problem-solving

Education

Degree in Tourism or Hospitality

Tools

Hotel management systems

Microsoft Office

Job description

Meliá London is seeking an experienced Assistant Front Office Manager to support the Front Office Manager in leading the department and delivering an outstanding guest journey aligned with the ME brand philosophy.

You will drive operational excellence, personalise check-in/out, resolve guest inquiries, and collaborate with Housekeeping and other teams to maximise guest satisfaction and revenue.