Front Office Manager

Henrietta Hotel; City of Westminster; On-site; GBP 30,000 - 45,000; Full time

Job summary

A prestigious hotel in Covent Garden is seeking a Front Office Manager to lead their reception team. The ideal candidate will ensure smooth operations at the front desk, manage guest relations, and foster team development. Strong communication skills, attention to detail, and proficiency in hotel management systems are essential. This role offers opportunities for career development and benefits including staff discounts and pension schemes.

Benefits

Possibility of inner company mobility internationally

Staff discounts and benefits

Pension scheme

Qualifications

• Flexibility to respond quickly to various work situations.
• Engaging demeanor when interacting with guests.
• Proficient in communication both verbally and in writing.

Responsibilities

• Lead the reception team ensuring smooth operations.
• Handle guest feedback and complaints professionally.
• Maintain high security standards at the front desk.

Skills

Social, engaging and motivated

Excellent communication skills

Attention to details

Proficiency with Microsoft Office Suite

Knowledge of other languages

Tools

Oracle

Opera

Micros

Job description

We're looking for a warm, organised, and people-focused Front Office Manager to lead our reception team. You'll make sure everything runs smoothly at the front desk – from check‑ins and check‑outs to creating a welcoming atmosphere for every guest. This role suits someone who loves working with people, enjoys supporting a close‑knit team, and takes pride in keeping things running efficiently behind the scenes.

Front Office & Guest Operations

• Greet and assist guests on arrival and departure, managing all check‑in and check‑out procedures.
• Oversee reception operations, including invoicing, payments, concierge services, bookings, and guest information.
• Manage currency exchange, card payments, and cash transactions, ensuring accurate postings in Opera and Adyen reconciliation.
• Verify and maintain accurate customer and reservation data, including OTA/TA/TO bookings.
• Review monthly commission (OTA and TA) reports and invoices.
• Ensure that TACS transactions are uploaded correctly and submitted on time.
• Ensure efficient handling of calls, requests, and enquiries.
• Manage the hotel's general mailbox, ensuring all correspondence is responded to or redirected promptly.
• Ensure that the hotel entrance and reception workspaces remain organised, clean, and welcoming at all times.

Team Leadership & Coordination

• Collaborate with the Hotel Manager and Assistant Hotel Manager to finalise staff schedules and communicate them to the team.
• Manage and support both the day and night reception teams, ensuring smooth running of daily operations.
• Monitor Reception team performance, training plans, and action points to support development and service quality, in line with Experimental Standards.
• Prepare monthly Reception meeting agendas and follow up on agreed actions.
• Facilitate smooth communication and cooperation with Housekeeping, Restaurant, and other departments.

Guest Relations & Service

• Handle guest feedback and complaints in a professional and timely manner, working closely with the Hotel Manager and Assistant Hotel Manager to ensure guest satisfaction.
• Coordinate daily operations to deliver a consistently high standard of customer service in line with Experimental standards.
• Monitor guest feedback platforms and address issues while guests are in‑house.

Administration

• Maintain and track stationery and key inventories with accurate record‑keeping.
• Perform weekly cash counts and deposits.
• Maintain high security standards at the front desk, protecting guests, property, goods, and key control systems.
• Provide operational updates that may impact guest experience or daily hotel sales.
• Support the management team in implementing the hotel's daily sales strategy.

Job Requirements

A Hotel Receptionist is always working on behalf of our guests and working with other team members. To successfully fill this role, you should maintain the attitude and skills that follow:

• Social, engaging and motivated.
• Flexibility to respond quickly and positively to a range of work situations.
• Be well spoken with excellent communication skills.
• Knowledge as well as abilities in other languages would be beneficial.
• Attention to details and customer needs.
• Proficiency with Microsoft Office Suite and PMS (Oracle, Opera, Micros).

About the Hotel

Henrietta Hotel opened in 2017, right in the heart of bustling Covent Garden. A haven nestled away from the busy streets, Henrietta is comprised of 40 rooms divided into two buildings. In the summer of 2024, renowned British chef Jackson Boxer took the helm of the restaurant, reimagining the food offering against the backdrop of a full restaurant redesign. Expect nods to their Parisian heritage and the city's famed bistros, as well as to Covent Garden's rich history. Taking inspiration from London's continental neighbours, the menu at Henri reflects the culinary traditions and timeless appeal of a Parisian bistro, serving Jackson's take on French classics alongside signature Experimental cocktails.

Career Development & Training

On the job and personalised training to develop the technical and managerial skills necessary to develop a clear career path: weekly masterclass, internal training and training with brands, incentive, etc.

Benefits

• Possibility of inner company mobility within our foreign venues such as Italy, France, Spain or Switzerland.
• Staff discounts and benefits.
• Pension scheme.