Front Office Manager

Criterion Hospitality; West End; On-site; GBP 45,000 - 60,000; Full time

Job summary

Criterion Hospitality is seeking a Front Office Manager to oversee the day-to-day Front Office operations across its hotels in London and beyond. The role requires a hands-on leader who can drive guest satisfaction, staff development and high service standards on the hotel floor.

You will manage all Front Office activities, mentor the team, and ensure smooth check-in/check-out processes while maintaining a welcoming, professional environment that reflects the Criterion Hospitality brand.

Qualifications

• Previous experience in a hotel Front Office management role or as an Assistant Front Office Manager
• Strong knowledge of Front Office operations, systems and procedures
• Proven ability to lead, motivate and develop a Front Office team

Responsibilities

• Take full responsibility for the smooth day-to-day operation of the Front Office department
• Lead, train, motivate and develop the Reception and Front Office team
• Ensure seamless check-in and check-out procedures and high standards of guest service
• Manage team rotas, holidays and departmental coverage
• Handle guest feedback, complaints and escalations professionally and efficiently
• Monitor guest satisfaction and identify opportunities to improve the guest journey
• Lead by example and maintain a positive, guest-focused culture within the department

Skills

Front Office operations

Team leadership

Guest service

Staff training

Job description

An exceptional opportunity has arisen for a passionate and experienced Front Office Manager to join the team at Criterion Hospitality.

As Front Office Manager, you will take full ownership of the day-to-day Front Office operation, ensuring an exceptional guest experience from arrival through to departure. You will lead from the front, creating a welcoming, professional and high-performing environment while developing and motivating the team to consistently deliver excellent service.

Key Responsibilities

• Take full responsibility for the smooth day-to-day operation of the Front Office department
• Lead, train, motivate and develop the Reception and Front Office team
• Ensure seamless check-in and check-out procedures and consistently high standards of guest service
• Manage team rotas, staffing levels, holidays and departmental coverage
• Handle guest feedback, complaints and escalations professionally and efficiently
• Monitor guest satisfaction and identify opportunities to continuously improve the guest journey
• Ensure the lobby, reception and Front Office areas are always well presented and proactively managed
• Conduct team briefings, one-to-ones, performance reviews and ongoing training
• Manage departmental procedures, administration and reporting
• Monitor Front Office performance and ensure operational standards and KPIs are achieved
• Work closely with Housekeeping, Reservations, Maintenance and other departments to ensure seamless hotel operations
• Ensure compliance with company procedures, health & safety, data protection and security requirements
• Support recruitment, onboarding and development of Front Office team members
• Lead by example and create a positive, professional and guest-focused culture within the department

About Us

Criterion Hospitality is a vibrant and forward-thinking company bringing innovation to real estate, hotels and beyond. With four hotels located in London’s dynamic West End, we are passionate about delivering exceptional guest experiences and pushing creative boundaries in everything we do.

What We’re Looking For

• Previous experience as a Front Office Manager, Assistant Front Office Manager or experienced Reception Manager within a hotel environment
• Strong knowledge of Front Office operations, systems and procedures
• Proven experience leading, motivating and developing a Front Office team
• A hands‑on leadership style with a strong presence on the hotel floor
• Excellent guest service and problem‑solving skills
• Strong communication, organisational and people‑management skills
• Confidence managing difficult situations and guest complaints
• Ability to work effectively in a fast‑paced hotel environment
• Commercial awareness and an understanding of departmental performance
• Calm under pressure, solution‑focused and proactive, with a positive can‑do attitude