Front Office Manager

Melia Hotels International S.A.(Meliá); Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading hotel group in Greater London is seeking a Front Office Manager to oversee daily operations and ensure exceptional guest satisfaction. This role involves leading and developing the Front Office team, maintaining service excellence, and promoting a customer-focused culture. The ideal candidate will have a degree in Hospitality or Tourism, along with previous management experience in a hotel setting. Strong leadership and communication skills are essential, as well as fluency in English and a passion for customer service.

Benefits

My MeliáRewards

Flexible compensation and exclusive discounts

Qualifications

• Degree or qualification in Hospitality, Tourism, or a related field preferred.
• Previous experience in a Front Office management or supervisory role within a hotel environment.
• Strong leadership, communication, and organisational skills.
• Customer-focused mindset with a passion for service excellence.
• Fluent English required; additional languages are an advantage.

Responsibilities

• Ensure the effective management of Front Office operations to deliver exceptional guest satisfaction.
• Lead, train, and develop Front Office and Reception teams.
• Develop close working relationships with all departments.
• Ensure staffing levels are planned and managed correctly.
• Build strong relationships with guests to enhance their journey.
• Promote and embed the ME service culture values.

Skills

Leadership

Communication

Organizational skills

Customer service

Team management

Education

Degree or qualification in Hospitality, Tourism, or related field

Job description

Benefits

• My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.
• My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Job Mission

As Front Office Manager, you will be responsible for managing the daily operation of the Front Office Department, ensuring guest satisfaction and maximum customer care through an efficient and courteous service. Your mission is to lead and develop the Front Office team, ensure service excellence, and deliver a seamless guest experience aligned with Meliá brand standards.

Responsibilities

• Ensure the effective management of Front Office operations to deliver exceptional guest satisfaction.
• Lead, train, and develop Front Office and Reception teams, ensuring consistent behaviours and service standards.
• Develop close working relationships with all departments to ensure strong collaboration and operational alignment.
• Ensure staffing levels are planned and managed correctly within budgeted guidelines and forecasted hotel occupancy.
• Develop, maintain, and manage a flexible pool of staff to ensure operational coverage through effective rota planning.
• Build strong relationships with guests to enhance their journey, maximise sales opportunities, and generate future business.
• Promote and embed the ME service culture values across the Front Office team at all times.
• Work alongside the HR Manager to support recruitment initiatives, including local colleges and universities partnerships.
• Collaborate with the HR Manager to deliver induction programmes and support ongoing performance and development discussions.
• Ensure Front Office Standard Operating Procedures are followed, updated, and actively used as training tools within the team.

Qualifications

• Education: Degree or qualification in Hospitality, Tourism, or a related field preferred.
• Experience: Previous experience in a Front Office management or supervisory role within a hotel environment.
• Strong leadership, communication, and organisational skills.
• Customer-focused mindset with a passion for service excellence.
• Ability to manage teams, staffing levels, and operational priorities effectively.
• Fluent English required; additional languages are an advantage.

Equal Opportunity

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of discrimination, especially related to reasons of disability, race, religion, gender, or age. We believe diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is “Toward a sustainable future, from a responsible present”. Thanks to all our collaborators, we make it possible.

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