Front Office Team Leader: Elevate Guest Experience

Novotel Hotels; Brentford; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

30% discount in Accor Hotel Restaurant

Discounted hotel rates

Accor Academy

Job summary

Novotel London Brentford is seeking a proactive Front Office Team Leader to drive guest satisfaction and lead our front desk across a multi-hotel site. You will mentor the team, oversee daily operations, and ensure outstanding service at check-in/check-out while collaborating with other departments.

You will guide staff, uphold high standards of presentation in reception, and actively manage guest feedback to maintain a memorable stay.

Qualifications

• Proven experience in a front office or reception role within hospitality.
• Demonstrated leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication and interpersonal skills, with fluency in English.
• Strong customer service orientation with a friendly and professional demeanour.
• Detail-oriented approach with the ability to multitask in a fast-paced environment.
• Proficiency in hotel management systems and computer applications.
• Problem-solving skills with the ability to make quick, sound decisions.
• Knowledge of local attractions and events (desirable).
• Relevant hospitality management qualification (desirable).

Responsibilities

• Provide leadership and guidance to the front office team, fostering a collaborative and goal-oriented environment
• Oversee daily front office operations, ensuring efficient check-in and check-out processes
• Deliver outstanding customer service, addressing guest inquiries and resolving issues promptly and professionally
• Collaborate with other departments to ensure seamless guest experiences throughout their stay
• Train and mentor front office staff, promoting their professional development and enhancing team performance
• Monitor and maintain high standards of cleanliness and presentation in the lobby and reception areas
• Manage shift schedules and allocate tasks effectively to maximise team productivity
• Handle guest complaints and feedback with empathy and professionalism, ensuring timely resolutions
• Implement and maintain standard operating procedures for front office operations
• Assist in managing the department's KPI's and achieving financial targets
• Stay updated on local events and attractions to provide knowledgeable recommendations to guests

Skills

Front office

Leadership

Communication

Customer service

Multitasking

Hotel software

Problem solving

Education

Hospitality management (desirable)

Tools

PMS software

Job description

Novotel London Brentford is seeking a proactive Front Office Team Leader to drive guest satisfaction and lead our front desk across a multi-hotel site. You will mentor the team, oversee daily operations, and ensure outstanding service at check-in/check-out while collaborating with other departments.

You will guide staff, uphold high standards of presentation in reception, and actively manage guest feedback to maintain a memorable stay.