Front Office Shift Leader

SmartRecruiters, Inc.; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

ibis London Blackfriars is seeking an experienced Front Office professional to lead the guest services team at our central London hotel. You will oversee front desk operations, reservations, and cash handling, ensuring smooth daily performance and excellent guest experiences.

Join a dynamic Accor brand known for hospitality excellence, training, and career growth opportunities within a global network. The role focuses on leadership, service quality, and operational efficiency in a busy city

Qualifications

• Demonstrated experience in front office operations and guest services.

Responsibilities

• Apply thorough working knowledge of front office operations including the front desk, porters desk, reception/cashiering procedures, PABX functions and reservations.

Skills

Front office operations

Team leadership

Customer service

Reservations

Cash handling

Job description

Our mission at ibis London Blackfriars is to create memorable moments for our guests, by connecting hearts from arrival to farewell.

A job, a career or a calling - whatever brings you here, we have something for you!

One more thing…

By working at the ibis London Blackfriars you will be part of the Accor network, worldwide hospitality leader. With us, you can be all you are, work with purpose, grow, learn, enjoy and explore Accor’s limitless opportunities. Discover our Talent stories at heart‑of‑hospitality.com or on Instagram @heart.of.hospitality

Job Description

• Apply thorough working knowledge of the front office operations to include the front desk, porters desk, reception/cashiering procedures, PABX functions and reservations.
• Develop a strong understanding of the functions of each department of the hotel, physical layouts of the hotel facilities, the key personnel and their roles, daily functions and special events, and groups currently in house and due to arrive.
• Provide leadership and guidance to the Front Office Team, and assist in conducting training for all Front Office employees.
• Direct daily front office operations and supervision of the Front Office Team.
• Ensure efficient and courteous customer service.
• Handle guest complaints and feedback with empathy and professionalism, ensuring timely resolutions
• Supervise front cashiers and help out with accounting problems.
• Patrol and inspect public areas during evenings to make sure everything is in order.
• Ensure department policies and procedures are understood by all employees and observed in tasks performed.
• Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
• Ensure strict procedures are followed for all credit transactions, accounting and banking procedures, issue of keys and guest confidentiality.
• Perform any other duties as directed by the Front Office Management.

Health & Safety

• Notify your Manager of any reason you may not be capable of performing your tasks safely.
• Participate in workplace consultation on matters pertaining to Workplace Health and Safety, as per the hotels agreed arrangements.
• Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
• Attend and actively participate in all WH&S training required of you by the Hotel.
• Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible. Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.
• Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
• Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
• Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.
• Be fully conversant with departmental fire and evacuation procedures.

Assist the (Department) Management Team in the following:

• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Effectively use the guest feedback to improve product and service delivery.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties, and ensure a concise hand over.

Customer Relations

• Demonstrated leadership skills with the ability to motivate and manage a team effectively.
• Leading by example when attending to guest requests.Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong

Information on the processing of personal data –

When you submit an application to ibis London Blackfriars, trading as Essendi, the company processes some of your personal data to consider and manage your application. We may also process data supplied to us by third parties, for example one or more of your former employers or a third-party supplier of personality questionnaires. Please note that your answers to any questionnaire will not lead to an automated decision. In our capacity as data controller, we ensure that we comply with all legislation relating to the protection of personal data (in particular the retained EU law version of the General Data Protection Regulation (Regulation (EU) 2016/679) and the Data Protection Act 2018). Information relating to the processing of candidates' personal data and to the exercise of their rights of access, opposition, rectification and deletion is available in our Employee Privacy Policy.

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