Front Office Team Leader: Elevate Guest Experience

NOVOTEL; Greater London; On-site; GBP 28,000 - 45,000; Full time

Benefits offered by this job

30% discount in Accor Hotel Restaurant

Discounted hotel rates worldwide

Accor Academy

Wellbeing support

Global opportunities at Accor hotels

Job summary

Novotel London Brentford is seeking a Front Office Team Leader to welcome guests and drive exceptional service across our multi-hotel site. You will lead the front office team, mentor staff, and ensure smooth check-in and check-out while upholding Accor standards.

Join us to create memorable moments for guests, stay guest-focused, and contribute to a warm, efficient lobby with attention to detail and a personal touch that makes every stay special.

Qualifications

• Proven experience in a front office or reception role within the hospitality industry
• 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)

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

Leadership

Front office

Customer service

Communication

Multitasking

Problem solving

Tools

PMS systems

Job description

Novotel London Brentford is seeking a Front Office Team Leader to welcome guests and drive exceptional service across our multi-hotel site. You will lead the front office team, mentor staff, and ensure smooth check-in and check-out while upholding Accor standards.

Join us to create memorable moments for guests, stay guest-focused, and contribute to a warm, efficient lobby with attention to detail and a personal touch that makes every stay special.