Front Office Manager

Staycity Group; Greater London; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Paid family leave (>1 year)

Flexible working patterns

Bonus scheme based on core values and

Discounted rates for overnight stays

Refer and earn scheme

Cycle to work scheme

Education Support

Volunteer days: 2 paid days

Employee Assistance Program (EAP)

Job summary

Wilde, a dynamic aparthotel operator in Europe, is seeking a Front Office Manager to lead the front desk at our London property. You will oversee daily operations, ensure seamless guest experiences, and collaborate with all departments to maintain high service standards.

With 4+ years in luxury hotel front office, supervisory experience, and a passion for hospitality, you will mentor staff, respond swiftly to guest feedback, and uphold Wilde's brand values while driving operational excellence.

Qualifications

• 4+ years front office experience within a lifestyle or luxury hotel; managerial or supervisory experience preferred.
• Local market knowledge is preferred.
• Adaptability: respond quickly to feedback, guest needs, and operational demands.

Responsibilities

• To ensure the smooth running of the front desk on a daily basis, liaising between the guests and all other departments in a very clear manner.
• Monitor and address feedback from guest satisfaction surveys and third-party websites; resolve disputes professionally and implement actions plans.
• Verify payments upon check-in or guarantee reservations following established procedures for various payment methods.
• Anticipate and address issues to safeguard guest well-being and satisfaction throughout their stay.
• Take responsibility for Health and Safety while on shift, and manage team members.
• Demonstrate commitment to sustainability criteria set by Staycity Group and external programmes such as Green Key.

Skills

Front office management

Guest service

Team leadership

Adaptability

Job description

Welcome to Wilde, a thriving, exciting and rapidly expanding aparthotel operator, making waves across the heart of Europe! With an impressive track record of multiple new aparthotels opening each year, we’re on an unstoppable journey, with exceptional properties across iconic European cities like London, Berlin, Edinburgh, Lisbon and Vienna

We are on the search for our next Front Office Manager at Wilde. Embrace the high-paced, evolving environment with enthusiasm and curiosity. At Wilde, we’re not just an aparthotel group: we're a diverse and inclusive team that encourages you to bring your unique self to work and make a real impact. Our Irish heritage mixes with local cultures to form new experiences that are unique to each city, and each Wilde.

Benefits

• Paid family leave (>1 year of service)
• Flexible working patterns
• Bonus scheme that rewards high performers;- based on our core values and tied to individual property goals
• Discounted rates for overnight stays for you, and your family and friends
• Refer and earn scheme -earn up to £/€550
• Cycle to work scheme- to support a healthy lifestyle and our planet
• Education Support to help you foster new skills
• Volunteer days: 2 paid volunteer days per year
• EAP: Support for you and your family when you need it with our Employee Assistance Program (EAP)

We would love you to have

• 4+ years relevant front office experience within a lifestyle or luxury hotel is preferred ideally with managerial or supervisory experience
• Local market knowledge is preferred
• Adaptability: Ability to respond quickly to feedback, guest needs, and operational demands.

What you can do for us

• To ensure the smooth running of the front desk on a daily basis, liaising between the guests and all other departments in a very clear manner
• A core part of your role is to monitor and address feedback from guest satisfaction surveys, as well as third-party websites. This includes the skilful resolution of disputes and complaints in a professional manner. Compile actions plans, and adjust where necessary.
• You will be responsible for verifying payments upon guest check-in or ensuring the reservation is guaranteed, following established procedures for various payment methods.
• Anticipate and address any issues to safeguard the well-being and satisfaction of our guests throughout their stay.
• Take responsibility for Health and Safety while on shift, and manage team members
• As part of our Operations team, demonstrate a commitment to operating in accordance with the environmental and social sustainability criteria set by Staycity Group and external programmes such as Green Key
• Be the Ultimate Brand Ambassador: Take ownership of your role with enthusiasm, energy, and a touch of flair—become the face of Wilde and represent us with pride. Make sure all Wilde procedures are implemented and controlled in line with our Brand guidelines, standards and SOPS’s
• Stay Driven, Stay Motivated: Strive for excellence every day—set ambitious goals and exceed them. We work together to push boundaries and celebrate our collective success.
• Understand Your Guests: Commit to learning the preferences and needs of our guests to provide personalised, thoughtful service that leaves a lasting impression.
• Push the Boundaries of Excellence: Constantly seek opportunities to innovate and improve. Your drive to make things better propels us all toward greater success.
• Lead with Kindness and Respect: Foster a culture of respect, inclusivity, and kindness, ensuring everyone feels valued and part of the team.
• Engage with the Community: Actively participate in local charity events and initiatives, building strong relationships within the community and contribute to our collective mission.