Front Office Manager

The Doyle Collection Ltd.; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Service charge on top of base salary

Holiday allowance up to 25 days

Free meals on duty

Staff discounts

Job summary

The Marylebone Hotel is seeking an experienced Front Office Manager to lead our Front Office team. This is a permanent role focused on delivering Forbes-level service and luxury guest experiences in a dynamic, high-end setting.

You will coach colleagues, manage budgets and KPIs, and collaborate across departments to ensure seamless guest journeys while upholding the brand's standards and values.

Qualifications

• Previous experience as a Front Office Manager or Assistant Front Office Manager within a luxury hotel environment.
• Strong knowledge of Front Office operations and luxury guest service standards.
• Understanding of Forbes standards and a passion for delivering exceptional personalised service.
• Proven experience leading, motivating and developing successful teams.
• Strong commercial awareness with experience managing budgets, payroll and departmental KPIs.
• Excellent communication and interpersonal skills with the ability to engage confidently with guests and colleagues at all levels.
• Experience using hotel property management systems, preferably Opera PMS.
• A calm, professional and solutions-focused approach in a fast-paced environment.
• A genuine passion for luxury hospitality and creating unforgettable guest experiences.

Responsibilities

• Lead, coach and develop the Front Office team, creating a positive and high-performing environment where colleagues can thrive.
• Ensure the highest standards of guest service are consistently delivered across Reception, Guest Relations, Concierge and Night Operations.
• Act as a visible leader within the hotel, building genuine relationships with guests and creating memorable, personalised experiences.
• Champion Forbes service standards, ensuring every guest interaction reflects the highest levels of luxury hospitality.
• Drive guest satisfaction scores and proactively manage guest feedback, resolving issues effectively and professionally.
• Oversee room inventory, arrivals, departures, VIP stays and upselling opportunities to maximise both guest satisfaction and revenue.
• Manage departmental budgets, payroll, labour costs and productivity targets in line with business objectives.
• Recruit, train, mentor and support colleagues, ensuring continuous learning and development within the team.
• Work collaboratively with Housekeeping, Reservations, Food & Beverage and the wider leadership team to deliver seamless guest journeys.
• Ensure all procedures, brand standards, health and safety requirements and compliance measures are maintained.
• Create a culture of belonging where every colleague feels respected, valued and empowered to contribute.
• Lead by example, demonstrating warmth, professionalism and a commitment to excellence in everything you do.

Skills

Front Office Management

Luxury hospitality

Forbes standards

Team leadership

Budget management

PMS Opera

Tools

Opera PMS

Job description

Contract: Permanent
Salary: Excellent salary & benefits

We are seeking an experienced and inspiring Front Office Manager to lead our Front Office team. This is an exciting opportunity for a hospitality professional who is passionate about luxury service, people leadership and operational excellence. As the face of the hotel, you will lead by example, ensuring Forbes-level service standards are embedded throughout the guest experience while fostering a culture where both guests and colleagues feel welcomed, valued and supported.

Responsibilities

• Lead, coach and develop the Front Office team, creating a positive and high-performing environment where colleagues can thrive.
• Ensure the highest standards of guest service are consistently delivered across Reception, Guest Relations, Concierge and Night Operations.
• Act as a visible leader within the hotel, building genuine relationships with guests and creating memorable, personalised experiences.
• Champion Forbes service standards, ensuring every guest interaction reflects the highest levels of luxury hospitality.
• Drive guest satisfaction scores and proactively manage guest feedback, resolving issues effectively and professionally.
• Oversee room inventory, arrivals, departures, VIP stays and upselling opportunities to maximise both guest satisfaction and revenue.
• Manage departmental budgets, payroll, labour costs and productivity targets in line with business objectives.
• Recruit, train, mentor and support colleagues, ensuring continuous learning and development within the team.
• Work collaboratively with Housekeeping, Reservations, Food & Beverage and the wider leadership team to deliver seamless guest journeys.
• Ensure all procedures, brand standards, health and safety requirements and compliance measures are maintained.
• Create a culture of belonging where every colleague feels respected, valued and empowered to contribute.
• Lead by example, demonstrating warmth, professionalism and a commitment to excellence in everything you do.

Skills

• Previous experience as a Front Office Manager or Assistant Front Office Manager within a luxury hotel environment.
• Strong knowledge of Front Office operations and luxury guest service standards.
• Understanding of Forbes standards and a passion for delivering exceptional personalised service.
• Proven experience leading, motivating and developing successful teams.
• Strong commercial awareness with experience managing budgets, payroll and departmental KPIs.
• Excellent communication and interpersonal skills with the ability to engage confidently with guests and colleagues at all levels.
• Experience using hotel property management systems, preferably Opera PMS.
• A calm, professional and solutions-focused approach in a fast-paced environment.
• A genuine passion for luxury hospitality and creating unforgettable guest experiences.

The Perks of working for The Marylebone Hotel:

• Service charge on top of your base salary
• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

Why join The Doyle Collection?

At The Doyle Collection, our values guide everything we do:

Excellence – We strive to be the best in everything we do, delivering exceptional experiences for our guests and colleagues.

Personal – We build genuine relationships and create meaningful experiences through thoughtful, individual service.

Belonging – We foster an inclusive environment where everyone feels valued, respected, and empowered to succeed.

Warmth – We welcome guests and colleagues alike with authenticity, kindness, and care.

This is an exciting opportunity to join a luxury hotel group where your expertise will make a real impact and where you will be supported to grow your career in a collaborative and values-driven environment.

Be Yourself. Be Part of The Doyle Collection.

The Marylebone, London

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.

The Doyle Collection

The Doyle Collection is a carefully curated collection of seven Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC and Cork. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained it's listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.