Front Office Manager

The Ned City of London Sales; City Of London; On-site; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Complimentary meals

Exclusive staff rates

Wellbeing and health benefits

Your birthday off

Volunteer day

Refer a friend bonus

Regular social events

Employee assistance program

Rewards and recognition

Job summary

The Ned in London is seeking an experienced Front Office Manager to lead the front office and guest relations, ensuring a seamless and memorable stay for hotel guests and VIPs. You will oversee reception, guest relations and coordination with the concierge, all while driving service standards and team performance.

Reporting into the Head of Rooms Operations, you will manage recruitment, coaching and budgeting, while maintaining strong cross-department collaboration.

Qualifications

• Experience leading front of house hotel teams.
• Proven track record delivering outstanding guest experiences.
• Strong leadership and financial performance focus.

Responsibilities

• Lead the day-to-day reception and guest relations operations, guiding teams to be ambassadors of hospitality for hotel guests and VIPs.
• Be the guardian of outstanding hospitality by coaching teams and addressing glitches and complaints to enhance guest experience.
• Lead all people tasks including recruitment, development and performance chats, onboarding new starters.
• Monitor commercial performance and provide direction to protect and drive profitability, including rota creation, expense control, forecasting, upselling, budgeting, and month-end analysis.
• Maintain strong relationships between departments to ensure a seamless guest experience for every guest and VIP.
• Collaborate with concierge to support guests and regulars, building rapport and understanding guest preferences.

Skills

Leadership experience

Guest experience

People management

Commercial mindset

Calm under pressure

Team development

Job description

Our front of house teams facilitates the memorable hospitality experiences that our hotel guests and VIPs expect of The Ned

We have an opportunity for an experienced and dynamic Front of House Manager to lead our front office and guest relations operations, ensuring a seamless and slick experience throughout.

Our reception and front office team are positioned in the heart of our stunning ground floor lobby and are the focal point for hotel guests checking in for their stay. Surrounded by our F&B venues and with live music every day, it’s a unique place to work with a lively atmosphere.

Our Guest Relations team are a constant warm presence around the operation and are the faces of outstanding hospitality for our VIPs during their visit or stay.

Do you want to join one of the best places to work in hospitality?

What’s the role?

Front Office Manager

About The Ned:

The Ned and Ned’s Club are a global collection of hotels, clubs, spas, and restaurants for like-minded individuals to meet, work and have a good time.

The Ned launched in 2017 in the heart of the City, in the former Midland Bank headquarters. The Ned City of London houses Ned’s Club - a private members’ space, gym and rooftop - alongside a public spa, a whole floor of event spaces, ten restaurants and bars and 248 hotel bedrooms.

Reporting into the Head of Rooms Operations and as the leader of both the Front Office and Guest Relations Team you will:

• Lead the day-to-day reception and guest relations operations, leading your teams to be the ambassadors of outstanding hospitality for our hotel guests and VIP’s
• Be the guardian of outstanding hospitality at The Ned, whether that is coaching and guiding the team to deliver memorable experiences every time, or tackling glitches and complaints head on to find a solution for the guest
• Lead all people tasks - including team recruitment, development and performance chats, onboarding new starters
• Closely monitoring commercial performance, you’ll provide direction and strategy to protect and drive profitability, including rota creation, expense control, forecasting, upselling, annual budgeting process and month end performance analysis
• Maintain strong relationships between departments, enabling and encouraging your managers and teams to provide a seamless experience for every guest and VIP
• With a priority on providing every guest with an outstanding experience, your team will work hand in hand with the concierge team, stepping in to provide support where needed
• Build rapport with regular guests over time, learning their preferences and what makes for an amazing experience

What you can bring to the role:

• Previous leadership experience in a front of house hotel function is non-negotiablewith a proven track record of delivering outstanding guest experiences and people management
• Our customers and guests expect the best, and our VIPs expect this and then some, so the highest standards are essential
• An organised and detailed manner is non-negotiable, able to manage multiple priorities and a busy operation at the same time
• A commercial mindset is needed in all our leaders. As Head of Department you will always be focussed on delivering excellent financial performance and results
• Our operation can be high pressure and you’ll be the stable presence that our team look to, so a calm demeanour and a genuine passion for providing exceptional hospitality is essential
• This is a great step-up role for an experienced head of department to take on a wider remit, so a passion for personal development is always welcome

What The Ned can give you:

• Salary of up to £60,000 per year, depending on experience, including service charge
• Complimentary meals in our friendly team restaurant, Neddy’s including monthly payday breakfast
• Exclusive rates at The Ned for staying and eating for you, your family and friends
• Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping and cinema discounts
• Your birthday off, after a year of service and more holiday after five years of service
• Paid volunteer day
• Refer a friend scheme of up to £1,000
• Regular social events, including an annual pool party
• Employee assistance program – 24/7 advice and support
• Reward and recognition initiatives

At The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programme is central to making that vision a reality.

Please let us know of any specific needs you may have during your interview.

All candidates must the right to work in the UK to be considered for this role.

#lovethened