Front Office Manager

The Mayfair Townhouse; Camden Town; On-site; GBP 60,000 - 80,000; Full time

Job summary

A luxury hotel in London is seeking a Head of Department to lead reception and duty managers while ensuring exceptional guest experiences. Candidates should have a background in luxury hospitality, strong leadership skills, and the ability to monitor financial transactions accurately. The role offers competitive pay and numerous benefits aimed at career and personal development, including health care and staff discounts.

Benefits

Annual bonus linked to KPIs

Enhanced holiday benefits

Private medical care

Friends and family rates

25% discount on all food and beverage

Qualifications

• Experience leading front office or reception teams in luxury hospitality.
• Passion for five-star service.
• Ability to inspire and develop your team.

Responsibilities

• Lead reception, nights, and duty managers.
• Monitor financial transactions for accuracy.
• Deliver a highly personalized service.

Skills

Leadership in luxury hospitality

Strong financial acumen

Analytic decision-making

Rapport-building skills

Tools

Opera

Microsoft Office

Job description

As Head of Department, you will be responsible for leading reception, nights, and duty managers, as well as playing a key part of the HOD team. Your responsibilities will include:

• Taking ownership of financial transactions and credit levels, monitoring accuracy for business protection
• Leading from the front, acting as the go-to person for guest requests and unexpected moments
• Taking pride in ensuring the welfare of the team, plus driving their training and progression
• Coordinating with our Reservations Supervisor regarding VIPS, special request records, and room management
• Delivering a highly personalized, polished service that makes every guest feel at home
• Generating and analyzing reports regarding occupancy, upselling, guest satisfaction, and revenue, focusing on achieving financial departmental objectives
• Maintaining excellent working knowledge of all hotel departments for maximum efficiency
• Taking the lead in usage of in-house systems, including the MTH app, Opera, Knowcross, and Microsoft Office
• Ensuring fire and health and safety for the team and guests

To be successful in this role, you will need:

• Experience leading front office or reception teams in luxury hospitality
• A passion for five-star service that feels personal and effortless
• The ability to inspire, develop, and support your team
• Strong financial acumen combined with an analytic approach and acute decision-making abilities
• Quick yet natural rapport-building skills with guests and the team
• Previous knowledge of Opera / Cloud is highly desirable

We offer a competitive salary and benefits package, including:

• Salary and Tronc package
• Annual bonus linked to KPIs
• HOD level benefits, including enhanced holiday, private medical care, and cashback healthcare cover
• Complimentary dry cleaning of your uniform and meals on duty
• Career development with recognized training providers
• Friends and family rates across Iconic Luxury Hotels
• 25% discount on all food and beverage
• Wellbeing calendar of events and team socials
• Season ticket loan, cycle-to-work scheme, and secure bike storage
• Employee recognition awards, refer-a-friend incentives, seasonal gifts, and plenty more dandy perks along the way!

The Mayfair Townhouse is a new generation of lifestyle hotel delivering the unexpected in the heart of Mayfair. We are a stylish, imaginative home for the modern traveler, redefining what it means to be a London hotel.