Front Office Team Leader

Ibis; Wembley; 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

Job Description

You must be eligible to live and work in the UK to apply for this position and be in possession of a current work visa. In line with the requirements set by the Asylum and Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of the eligibility will be required from candidates as part of the recruitment process.

Full Time Contract, Permanent, 5 days per week. Expected Start Date: Mid-November 2026 (TBC), salary £32,042.40 per year.

As our next Front Office Team Leader, you…

• 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.

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.

Additional Information

A little more information:

As Front Office Team Leader you will have the opportunity to contribute to a fabulous guest experience together with your team. To help you do that we will support you with the knowledge and skills to be successful in your role.

Our hotel offers 210rooms, and Bar-Restaurant. Ibis London Wembley is a modern hotel situated in the heart of Wembley, one of London's most vibrant areas. It offers convenient access to some of the city's major attractions, including the iconic Wembley Stadium and OVO Arena.

One more thing…

By working at the Ibis London Wembley 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

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.