Front Office Team Lead - Guest Experience & Operations

Novotel; Greater London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Training & development

Accor discount card

Complimentary stays

Uniforms & dry cleaning

Recommend a friend

Employee advisory service

Partner discounts

Job summary

Novotel in London is seeking an Assistant Front Office Manager (maternity cover) to support the Room Division Manager in day-to-day operation of the Front Office, ensuring high guest service standards and smooth hotel operations.

You will supervise the Front Office team, handle enquiries and complaints, assist with training, monitor room allocations, cash handling and collaborate with Housekeeping and Maintenance to deliver an exceptional guest experience.

Qualifications

• Strong leadership and communication skills.
• Excellent customer service and problem-solving abilities.
• Good organisational skills and attention to detail.
• Ability to work under pressure and manage changing priorities.
• Professional, approachable and confident manner.
• Good knowledge of hotel systems and Microsoft Office.

Responsibilities

• Assist in managing the daily Front Office operation, including reception and guest services.
• Supervise, support and motivate the Front Office team to deliver excellent guest service.
• Ensure all hotel and Front Office standards, procedures and brand requirements are followed.
• Handle guest enquiries, feedback and complaints professionally and efficiently.
• Support staff training, onboarding and performance management.
• Monitor room allocations, arrivals, departures and VIP/guest requirements.
• Assist with cash handling, daily reports and other Front Office administration.
• Work closely with Housekeeping, Maintenance and other departments to ensure smooth operations.
• Act as a manager on duty when required and make operational decisions in the absence of the Room Division Manager
• Promote a positive team culture and ensure the hotel consistently delivers a welcoming guest experience.

Skills

Leadership

Communication

Customer service

Problem solving

Organizational skills

Working under pressure

Professional demeanor

Microsoft Office

Tools

Microsoft Office

Job description

Novotel in London is seeking an Assistant Front Office Manager (maternity cover) to support the Room Division Manager in day-to-day operation of the Front Office, ensuring high guest service standards and smooth hotel operations.

You will supervise the Front Office team, handle enquiries and complaints, assist with training, monitor room allocations, cash handling and collaborate with Housekeeping and Maintenance to deliver an exceptional guest experience.