Front Office Team Lead - Guest Experience & Operations

Ibis; England; On-site; GBP 29,000 - 35,000; Full time

Job summary

Ibis London Wembley, part of the Accor network, is seeking a Front Office Team Leader to manage daily front desk operations, including check-in/out, reservations and guest services, ensuring a warm, efficient experience for guests.

You will lead the team with strong communication and problem-solving skills, mentor new staff, handle guest feedback, and uphold service standards. Flexibility to work evenings, nights, weekends and holidays is essential in this on-site role at Wembley.

Qualifications

• Service focused personality is essential
• Proficiency in hotel management software, particularly Opera Cloud
• A minimum of 2 years of experience in a front office department
• Strong leadership, communication, and interpersonal skills
• Excellent problem-solving abilities and keen attention to detail
• Ability to perform effectively under pressure
• Flexibility with working hours, including evenings, nights, weekends, and bank holidays is essential

Responsibilities

• Oversee all front office activities, including check-in/check-out processes, reservations, and guest services.
• Contribute to guest’s satisfaction by providing high quality services with a warm and friendly approach
• Address guest complaints that have not been resolved by team members, providing swift solutions.
• Assist the Management in developing and implementing new procedures as needed.
• Ensure effective and efficient communication processes daily, maintaining service standards.
• Guide new staff through their initial induction into the team, department, following established guidelines.
• Collaborate with the Management to cultivate a cohesive team that works with trust and accountability to achieve departmental and hotel goals.
• Ensure department policies and procedures are well understood by all employees and observed in tasks performed.
• Lead and supervise the day-to-day operation of the department to ensure service standards are followed with friendly and engaging service
• Promote the ALL Accor loyalty program to guests.

Skills

Leadership

Guest Service

Communication

Problem Solving

Flexibility

Team Management

Tools

Opera Cloud

Job description

Ibis London Wembley, part of the Accor network, is seeking a Front Office Team Leader to manage daily front desk operations, including check-in/out, reservations and guest services, ensuring a warm, efficient experience for guests.

You will lead the team with strong communication and problem-solving skills, mentor new staff, handle guest feedback, and uphold service standards. Flexibility to work evenings, nights, weekends and holidays is essential in this on-site role at Wembley.