Front Office Team Leader

SmartRecruiters, Inc.; Greater London; On-site; GBP 32,000 - 34,000; Full time

Benefits offered by this job

ALL HeartistCard

Free nights in UK hotels

50% discount in Accor Restaurants

Hotel discounts for friends and family

Pension Scheme

Cycle to work scheme

Training & Development

International career opportunities

Recommend a Friend Incentive

Job summary

IBIS London Shepherd's Bush is seeking a Front Office Team Leader to oversee check-in/check-out, reservations and guest services, ensuring a smooth operation and a warm welcome for every guest. You will manage group reservations, address complaints, and support training to maintain high service standards.

Join Accor's global hospitality network, promote the ALL loyalty program, and collaborate with management to meet hotel goals while leading a cohesive team in a dynamic environment.

Qualifications

• Minimum of 2 years of experience in a front office department.
• Service focused personality is essential.
• Strong leadership, communication and interpersonal skills.
• Excellent problem-solving abilities and keen attention to detail.
• Flexibility with working hours, including evenings, nights, weekends and bank holidays.

Responsibilities

• Oversee all front office activities, including check-in/check-out processes, reservations, and guest services.
• Manage Group Reservations.
• Contribute to guest 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 Management in developing and implementing new procedures as needed.
• Ensure effective and efficient communication processes daily, maintaining service standards.
• Support ongoing On-the-Job Training Programs within the department to align with Brand and Service Standards.
• Guide new staff through their induction into the team and department, following established guidelines.
• Collaborate with Management to cultivate a cohesive team that works with trust and accountability to achieve departmental and hotel goals.
• Promote the ALL Accor loyalty program to guests.

Skills

Leadership

Communication

Interpersonal skills

Problem-solving

Attention to detail

Ability to work under pressure

Flexibility in working hours

Tools

Opera Cloud

Job description

Our mission at IBIS London Shepherd's Bush 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 Shepherd's Bush 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

As part of our team you can have:

• Salary £15.80per hour
• Full time hours
• ALL HeartistCard to be used in Accor Hotels Worldwide (Discounts off stays, dinning, shopping and more)
• Free night stays in our UK hotels and 50% discount in any Accor Restaurant (T&C Applies)
• Hotel discounts for your Friends and Family
• Training & Development
• International career opportunities
• Recommend a Friend Incentive
• Pension Scheme
• Cycle to work scheme

Job Description

As our next Front Office Team Leader, you…

• Oversee all front office activities, including check-in/check-out processes, reservations, and guest services.
• Manage Group Reservations
• 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.
• Support ongoing On-the-Job Training Programs within the department to align with Brand and 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.
• 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 2years 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.

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.

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