Front Office Manager: Elevate Guest Experience

Novotel Hotels; Greater London; On-site; GBP 38,000 - 46,000; Full time

Job summary

Novotel London Excel, part of the Accor family, is seeking a dedicated Reception Manager to lead the front desk and ensure an exceptional guest experience.

You will oversee daily operations, coach a dynamic team, and collaborate with the Room Division Manager to maintain service excellence and smooth delivery across all shifts.

The role demands a hands-on leader with strong communication, a passion for hospitality, and a focus on upselling and guest satisfaction in a busy London hotel.

Qualifications

• Proven experience in front office operations with a supervisory/managerial track record.
• Excellent leadership, coaching and people-management skills.
• Strong communication and interpersonal abilities with guest-service focus.
• Good knowledge of Opera Cloud software.

Responsibilities

• Assist guests with check-in and check-out, including cashiering duties.
• Define and manage a service delivery system to keep high guest satisfaction.
• Provide a warm welcome, register guests accurately and issue keys per standards.
• Address guest requests, feedback, directions and personalized suggestions.
• Handle emails, messages, calls and complaints promptly and courteously.
• Upsell to higher rate categories and secure best rates for walk-ins.
• Meet and facilitate rooming arrangements for VIP guests.
• Lead and motivate the front office team to maintain high standards.
• Oversee front office performance and conduct; perform special projects as needed.

Skills

Front office management

Leadership

Team supervision

Customer service

Opera Cloud

Tools

Opera Cloud

Job description

Novotel London Excel, part of the Accor family, is seeking a dedicated Reception Manager to lead the front desk and ensure an exceptional guest experience.

You will oversee daily operations, coach a dynamic team, and collaborate with the Room Division Manager to maintain service excellence and smooth delivery across all shifts.

The role demands a hands-on leader with strong communication, a passion for hospitality, and a focus on upselling and guest satisfaction in a busy London hotel.