Front Office Manager

The Dorchester; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A luxury hotel in London is seeking a Front of House Operations Manager to ensure exceptional guest experiences and lead front-of-house teams. The ideal candidate will have strong leadership skills and a passion for delivering luxury service. Responsibilities include managing daily operations, driving guest satisfaction, and coaching staff in a vibrant environment. Benefits include a management bonus scheme, private medical cover, and numerous employee perks including discounts and well-being support.

Benefits

Management Bonus Scheme

Private Medical cover

Complimentary stays with breakfast

50% off food and beverages

Employee pension scheme

Seasonal ticket loan

Well-being support

Qualifications

• Proven ability to inspire, motivate, and manage a team effectively.
• Deep understanding of guest expectations in luxury service.
• Meticulous attention to service standards.

Responsibilities

• Ensure a seamless and personalised guest journey.
• Recruit, train, and inspire front-of-house teams.
• Manage daily operations for front desk and guest relations.
• Build lasting connections and handle guest complaints professionally.
• Ensure impeccable cleanliness and presentation of public areas.

Skills

Leadership & Teamwork

Customer Focus

Attention to Detail

Communication

Problem-Solving

Organisational Skills

Financial Acumen

Tools

Dentrix

Eaglesoft

Job description

Join us as a Front of House Operations Manager at The Dorchester Hotel recently recognised as one of the Sunday Times Top 10 Best Places to Work for in 2024 and Hotel of the year London at the 2024 AA Hospitality Awards. We continually strive to build and nurture a culture where inclusiveness is part of our DNA reflected in our values of passion personality respect working together and creativity. We believe that a variety of perspectives enriches our culture and drives our success.

We care about your career and are proud to have the absolute best people in the industry.

When you join us as a Front of House Operations Manager at The Dorchester Hotel you will have a unique opportunity to excel in your field. You will learn from your fellow Legends and our award‑winning learning academy to achieve the highest standards in craft service and leadership.

What you’ll do

As Front of House Operations Manager you’ll enjoy your work and take pride in delighting our guests:

Guest Experience

Ensure a seamless and personalised guest journey from pre‑arrival to post‑departure, driving satisfaction and maintaining high standards of service.

Staff Leadership & Development

Recruit, train, coach and inspire front‑of‑house teams to deliver exceptional service and embody The Dorchester values.

Operational Oversight

Manage daily operations for front desk, guest relations, concierge and other front‑facing departments, ensuring efficiency and adherence to standards.

Guest Relations

Build lasting connections with all our guests, handle guest complaints and feedback with professionalism and timely solutions.

Interdepartmental Coordination

Liaise with housekeeping, maintenance and back‑of‑house departments to ensure smooth operations and a consistently excellent environment.

Performance & Reporting

Monitor key performance indicators (KPIs), generate reports, manage budgets and implement continuous improvement initiatives.

Standards & Presentation

Ensure impeccable cleanliness, maintenance and presentation of all public areas and front‑of‑house facilities.

Sales & Marketing

Drive revenue by promoting in‑house services, upselling and collaborating with sales and marketing teams.

The items shared are the essence of a day in the life of a Front of House Operations Manager but we will provide you with specifics on how we care for our hotel.

What you’ll bring

Essential Skills and Experience

• Leadership & Teamwork: Ability to inspire, motivate and manage a team effectively while fostering a positive and collaborative work environment.
• Customer Focus: A passion for providing luxury service and a deep understanding of guest expectations.
• Attention to Detail: Meticulous approach to every aspect of service to maintain the luxurious standards.
• Communication: Excellent verbal and written communication skills for interacting with guests, staff and senior management.
• Problem‑Solving: Strong ability to resolve conflicts and address guest issues quickly and effectively.
• Organisational Skills: Highly organised and detail‑oriented with the ability to manage multiple tasks and complex operations.
• Financial Acumen: Ability to monitor costs, manage budgets and contribute to revenue generation.

What you’ll get

Management Bonus Scheme

Private Medical cover

• Complimentary Stays: Enjoy complimentary stays with breakfast at Dorchester Collection Hotels every year.
• Discounts: Get 50% off food and beverages at selected bars and restaurants within the Dorchester Collection. Enjoy Friends & Family stay discounts at hotels. Benefit from discounts at various high street and online shops.
• Employee Perks: Enrol from day 1 into the Aviva Private Pension scheme (we contribute 8% towards your pension); Benefit from seasonal ticket loan, rental deposit scheme, private financial advice and eye care vouchers.
• Social Events: Participate in vibrant social events including a summer party, winter ball, pub quizzes and cultural and milestone recognition celebrations.
• Well‑being Support: Access immediate well‑being advice because we care about our employees.

We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. If you need us to do anything to support you during the recruitment process (such as adjustments to how you apply, alternative formats of information or adjustments to the assessment process itself), please call People & Culture team on or email so that we can discuss how we can support you through this process.

Key Skills

• Office Manager Experience
• Hotel Experience
• Dentrix
• Hospitality Experience
• Dental Receptionist
• Medical office experience
• Office Experience
• Dental Office Experience
• Front Desk
• Guest Services
• Hotel Management
• Eaglesoft

Employment Type: Full‑Time

Experience: years

Vacancy: 1