Front Office Manager — Elite Guest Experience

Hyatt Hotels Corporation; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Complimentary nights

Staff hotel discounts

Free meals on duty

Food & beverage discount

Uniform provided

Headspace & EAP

Job summary

Hyatt Regency London Blackfriars is seeking a Reception Manager to lead the front desk, ensuring a seamless guest experience and 5-star service standards across every interaction. You will recruit, train, and coach the Front Office team, manage check-in/out, and oversee daily operations to maximise guest satisfaction.

You will also handle VIP guests with discretion, monitor satisfaction scores, and collaborate with other departments to drive revenue and brand excellence in a historic central

Qualifications

• Dynamic Team Leader with strategic vision and hands-on operational expertise.

Responsibilities

• Manage daily front desk operations, ensuring an efficient and seamless guest experience.
• Lead, train, schedule, and evaluate the performance of the Front Office team to maintain 5 star service standards.
• Act as the Front Office Manager in their absence and serve as Duty Manager as required.
• Oversee recruitment, onboarding, and continual development of the Front Office team.
• Set departmental objectives and provide regular feedback and coaching to team members.
• Ensure exceptional arrival and departure experiences for all guests, including VIPs and repeat visitors.
• Monitor and improve check-in and check-out processes to optimize efficiency and satisfaction.
• Handle guest complaints, feedback, and service recovery in a professional and timely manner.
• Confidently interact with high-profile guests while maintaining discretion and professionalism.
• Monitor guest satisfaction scores and implement initiatives to continuously enhance service delivery.

Job description

Hyatt Regency London Blackfriars is seeking a Reception Manager to lead the front desk, ensuring a seamless guest experience and 5-star service standards across every interaction. You will recruit, train, and coach the Front Office team, manage check-in/out, and oversee daily operations to maximise guest satisfaction.

You will also handle VIP guests with discretion, monitor satisfaction scores, and collaborate with other departments to drive revenue and brand excellence in a historic central