Front Office Manager

Melia Hotels International; Greater London; On-site; GBP 35,000 - 43,000; Full time

Benefits offered by this job

Global career opportunities across Mli

Hotel rates for you and family

Company pension scheme

Refer-a-friend bonus

29 days’ holiday

Health cash plan

Perks at Work discounts

Complimentary meals on duty

Awards & recognition programs

Job summary

Meliá London Kensington, part of Meliá Hotels International, is seeking an experienced Front Office Manager to lead daily Front Office operations and deliver exceptional guest care. You will manage the team, uphold service standards, and identify opportunities to enhance efficiency and guest satisfaction.

The role offers competitive salary with a bonus scheme, career progression across global properties, staff benefits, and training via Meliá’s e-learning platform.

Qualifications

• Minimum 2 years' experience in a Front Office role
• Fluent English; Spanish and Italian language skills a plus
• Knowledge of OPERA PMS (Opera Cloud)

Responsibilities

• Oversee day-to-day Front Office operations ensuring professional, courteous service in line with hotel standards
• Prepare and manage staff rotas and control overtime with Hotel Manager
• Undertake Duty Management shifts as needed
• Monitor guest interactions and reception service to maintain hospitality standards
• Lead, train and develop the Front Office team and implement improvements
• Promote the hotel and services to maximize guest engagement and revenue
• Drive bedroom upselling and other revenue-generation initiatives
• Coordinate with other departments to ensure seamless operations and guest satisfaction

Skills

Front Office experience

Team leadership

Upselling

Customer service

English fluency

Tools

OPERA PMS

Opera Cloud

Job description

“The world is yours with Meliá”

Discover a path without limits at Meliá, where growth and development opportunities are endless. Embark on a journey that will take you to work in several countries and become part of our extended global family.

Discover some of the benefits we offer:

• 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.

Meliá London Kensington, member of Meliá Collection, is an elegant boutique hotel (76 bedrooms) accompanied by the most exquisite service and a refined air. Tradition and avant-garde in the purest English style, this city hotel with elegant rooms and suites fits in perfectly to the most select neighborhood in the city.

Front Office Manager

Department: Reception

Location: Meliá London Kensington

Report to: Hotel Manager

Package: £39, + bonus

What’s in it for you?

• Competitive salary plus variable bonus scheme
• Global career opportunities across more than hotels worldwide
• Exclusive hotel rates for you, your friends & family with Meliá Hotels Worldwide
• Company pension scheme
• Refer-a-friend bonus (£ after successful completion of probation)
• 29 days’ holiday including public holidays
• Health cash plan & discounted dental cover with HSF
• Unlimited access to Meliá’s global e-learning platform
• Awards & recognition programmes
• High-street discounts through Perks at Work
• Complimentary meals on duty
• Loyalty rewards and additional employee benefits

About the Role

We are seeking an experienced and guest-focused Front Office Manager to lead the daily operations of the Front Office Department, ensuring exceptional guest satisfaction and the highest standards of customer care. The successful candidate will oversee front office operations, develop and motivate the team, maintain service standards, and identify opportunities to improve efficiency, enhance the guest experience, and maximize revenue.

Key Responsibilities

• Oversee the day-to-day operations of the Front Office Department, ensuring all guests receive efficient, professional, and courteous service in line with hotel standards.
• Prepare and manage staff rotas in line with business levels, working closely with the Hotel Manager to control overtime effectively and ensure timesheets are completed accurately and submitted on time.
• Undertake Duty Management shifts according to the rota and work flexibly across shifts to support the smooth running of hotel operations.
• Monitor guest interactions and reception service, ensuring consistently high standards of hospitality, professionalism, and customer care.
• Lead, train, and develop the Front Office team, reinforcing existing service standards and implementing new procedures and improvements where necessary.
• Actively promote the hotel, its facilities, and available services to maximize guest engagement and revenue opportunities.
• Drive bedroom upselling and other revenue-generating initiatives, ensuring departmental and corporate targets, including MAS and upselling objectives, are achieved.
• Work closely with other departments and hotel management to ensure seamless communication, efficient operations, and an exceptional overall guest experience.
• Identify opportunities to improve front office processes, service delivery, and operational efficiency while maintaining the highest standards of guest satisfaction.

What We Are Looking For

• Right to Work on the UK
• A minimum of 2 years’ experience in a Front Office role, preferably within the hotel or hospitality industry.
• Fluent English is essential; Spanish and Italian language skills would be an advantage.
• Knowledge of the OPERA Property Management System (PMS), (Opera Cloud*)
• Excellent communication, interpersonal, and customer service skills.
• Strong organizational skills, with the ability to manage staff rotas, control costs, and prioritize operational needs.
• A proactive, hands-on approach with the ability to lead, motivate, and develop a team.
• A strong commercial mindset, with a focus on upselling, revenue generation, and achieving departmental targets.
• A passion for hospitality and a commitment to delivering outstanding guest experiences.

At Meliá we are all VIP

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 dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that 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 "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.