Front Office Manager - Aircrew

Clermont Hotel Group; Greater London; On-site; GBP 35,000 - 43,000; Full time

Benefits offered by this job

Pension

Healthcare

Staff meals on duty

Wage Stream access

Employee discounts

Job summary

The Cumberland, part of Clermont Hotel Group, is seeking an experienced Front Office Manager in London. You will oversee Reception, Guest Relations, and Nights, coaching a diverse team to deliver exceptional guest experiences and budget-savvy operations.

Training, development, and active involvement in sales strategy will be core aspects, with a focus on service quality and cross-department collaboration to ensure memorable stays for guests.

Qualifications

• Experience leading hotel teams and delivering guest-centered service.
• Ability to manage budgets and drive revenue while maintaining service standards.
• Excellent communication and leadership skills.

Responsibilities

• Lead Reception, Guest Relations and Nights teams to deliver seamless guest stays.
• Train and develop team members, fostering an inclusive environment.
• Drive sales, manage budgets and implement innovative solutions.
• Collaborate with departments to reflect a world-class hospitality standard.

Skills

Team leadership

Guest service

Communication

Budgeting

Financial analysis

Attention to detail

Guest experience

Tools

Opera knowledge

Job description

The Cumberland

Contract: Full Time

Payment: Salaried

Salary: £38950 per annum

The Cumberland draws inspiration from the capital’s love of contemporary music, with a harmonious fusion of comfort and service. In a prime position between Oxford Street and Marble Arch, yet just yards from the oasis of Hyde Park, it’s the perfect base for a rocking time in London. You’ll be close to famous shopping districts, museums and historic landmarks, while a London Underground station is just around the corner, making further exploration a breeze. With 1019 rooms, bars, a restaurant, meeting rooms and all-modern, accessible facilities, The Cumberland is the perfect destination for leisure and business travellers. Looking for an authentic music hotel experience? The Cumberland invites everyone to the best show in town!

What You’ll Be Doing

As Front Office Manager, you’ll lead with purpose, overseeing Reception, Guest Relations, and the Nights team, and collaborating closely with other departments to provide guests with a seamless stay. Your role will go beyond day-to-day management—you’ll inspire and coach your team to exceed expectations, handle complex guest needs with calm confidence, and ensure each interaction is a positive reflection of our commitment to world-class hospitality.

You’ll take the lead in training and developing team members, fostering a supportive, inclusive environment that values every individual’s growth and contribution. Additionally, your proactive approach will be vital in driving sales, managing budgets, and meeting challenges with creative solutions, always keeping our guests’ needs in focus.

What You’ll Bring

• A track record of inspiring and leading teams through authentic, hands-on guidance
• Meticulous attention to detail, ensuring the highest level of guest service
• A genuine passion for exceptional guest experiences
• Excellent communication skills and a collaborative approach
• Strong analytical skills, with the ability to balance budgets and performance goals
• Knowledge of Opera is beneficial but not essential

What You’ll Get In Return

As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we’ll take care of you at every step of your journey so that you can take care of our guests.

In fact, we’re so committed to this that our 'People Promise' sets out how you can expect us to support you at every step of your application and your career with us. Whether that’s your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.

Career Development & Growth - We’re here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.

Financial Wellbeing - You Work Hard, So We’ll Always Help Your Money Work Hard For You! Some Of The Great Things You Can Take Advantage Of Include

• Wage Stream - You’ll be paid monthly, but have access to your earned salary before payday should you need it
• Discounts & Perks - Savings on 1000’s of retailers, dining, hotel stays, and much more for you and those close to you
• Refer a Friend - Earn up to £1000 when friends join our team
• Interest-Free Loans - Season ticket loans to make commuting easier

Mental & Physical Well-being - We’re here to support your well-being, whenever and wherever you need it.

• On-Site Mental Health First Aiders
• 24/7 Employee Assistance Line - Free, confidential advice
• Be Well Platform - Our Online fitness and wellness resources
• Gym Discounts & Cycle to Work Scheme

Recognition & Community - We’re proud of everything we achieve, so we always celebrate our extraordinary team and culture.

• 'Wonderful People' Awards - Monthly, quarterly, and annual recognition
• Social & Seasonal Events - Fun, inclusive celebrations
• People Council - A platform for every voice
• Paid Volunteering Days - Give back to causes close to you

At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.