Front Office Manager

Delano; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Delano London is seeking a Front Office Manager to oversee daily front office and Concierge operations. You will lead a team to deliver exceptional guest experiences, uphold Delano Brand Standards, and collaborate with other departments to ensure seamless service.

The role requires minimum 5 years in progressive front office positions within upscale or luxury hotels, strong knowledge of Opera and SynXis PMS, and excellent English communication.

Qualifications

• Strong knowledge of hotel operations including Front Desk and Concierge.
• Experience with front office protocols and high-profile guests.
• Excellent verbal and written English communication.

Responsibilities

• Lead and manage front office departments to ensure outstanding guest service.
• Maintain adherence to Delano Brand Standards in all operations.
• Oversee scheduling, training, and performance of front office staff.
• Collaborate with other departments to coordinate guest services and problem resolution.
• Analyze front office metrics and support revenue management strategies.
• Monitor guest feedback and implement service improvements.

Skills

Hotel operations

Front Desk & Concierge

PMS: Opera

PMS: SynXis

English communication

Staff coaching

Tools

Opera PMS

SynXis

Job description

Under the general guidance of the Director of Rooms, the Front Office Manager is responsible for overseeing the daily operations of the Front Office and Concierge teams. The Front Office Manager will ensure seamless guest experiences, upholding brand standards, and will lead a team focused on delivering exceptional hospitality.

YOUR KEY RESPONSIBILITIES

• Lead and manage front office departments to ensure outstanding guest service and smooth day-to-day operations.
• Maintain highest levels of guest service and ensure consistency with Delano Brand Standards.
• Oversee scheduling, training, and performance management of the front office staff.
• Together with the Director of Rooms, collaborate with other departments to coordinate guest services and ensure efficient problem resolution process.
• Analyze front office metrics and support revenue management strategies.
• Monitor guest feedback and implement service improvement strategies.
• Ensure full compliance with health, safety, data protection and hotel policies and procedures.
• Drive team member engagement and team development through regular training and coaching.
• Mentor, coach and guide staff on working successfully in a team atmosphere.
• Ensure all necessary reports and forms are completed daily.
• Any other reasonable duties as assigned by the supervisor or manager.
• We recognize we are in the hospitality industry and that may require us to provide lateral service.
• We will on occasion call for each individual in the team to, on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

Qualifications

• Minimum 5 years in progressive front office positions, preferably in an upscale or luxury lifestyle brand hotel
• Strong knowledge of hotel operations including Front Desk and Concierge and solid knowledge of front desk protocol and experience working with high profile guests.
• Strong knowledge of property management systems such as Opera, SynXis.
• Strong verbal and written communication skills in English
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Working knowledge of labour laws, occupational safety and health, wage and hour issues, and labour relations.
• Additional language ability preferred.

What's in it for you...

• The opportunity to launch a visionary hospitality brand in London and shape its culinary identity.
• Join a fast-growing international group focused on building a global hospitality brand.
• A creative, ambitious environment where innovation and excellence are encouraged.
• Be part of a passionate team building a strong portfolio of hospitality concepts.
• At Delano London, innovation, excellence and guest-centricity are core. The culture is collaborative and inspiring, with values rooted in authenticity, sophistication and redefining luxury hospitality

Additional Information

Be part of the team bringing an iconic brand into its next chapter. At Delano London, personality counts, ideas are welcomed and everyone plays a part in creating something memorable. We work hard, make it fun and look out for one another, with opportunities to learn, grow and build meaningful relationships across Delano, Ennismore and Accor.

Alongside a supportive and creative team culture, you’ll have access to a range of colleague benefits, hotel stays and experiences across the wider group, and the opportunity to work within a global community of distinctive lifestyle and hospitality brands.

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Front Office Manager London, England, United Kingdom