Front Office Team Leader — Elevate Guest Experiences

NOVOTEL; Glasgow; On-site; GBP 15,000 - 22,000; Full time

Benefits offered by this job

Accor Discount

Accor hotel rates worldwide

Accor Academy

Wellbeing support

Job summary

Novotel Glasgow, part of Accor, seeks an experienced Front Office Team Leader to lead the front office across a multi-hotel site, elevating guest experiences from arrival to departure.

You will guide the team, ensure smooth check-in/check-out, and collaborate with departments to deliver seamless stays. The role emphasises leadership, service excellence, and embedding Accor’s warm, welcoming culture.

Qualifications

• Proven leadership experience in front office or reception in hospitality.
• Excellent communication and interpersonal skills, fluent in English.
• Strong customer service orientation with a friendly, professional demeanor.
• Detail-oriented with ability to multitask in a fast-paced environment.
• Proficiency in hotel management systems and computer applications.
• Problem-solving skills with 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 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 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 KPI's and achieving financial targets.
• Stay updated on local events and attractions to provide knowledgeable recommendations to guests.

Skills

Leadership

Communication

Customer service

Team management

English fluency

Multitasking

Problem solving

PMS familiarity

Tools

Hotel management system

Computer applications

Job description

Novotel Glasgow, part of Accor, seeks an experienced Front Office Team Leader to lead the front office across a multi-hotel site, elevating guest experiences from arrival to departure.

You will guide the team, ensure smooth check-in/check-out, and collaborate with departments to deliver seamless stays. The role emphasises leadership, service excellence, and embedding Accor’s warm, welcoming culture.