Front Office Team Leader — Guest Experience & Growth

NOVOTEL; Brentford; On-site; GBP 28,000 - 37,000; Full time

Benefits offered by this job

30% discount in Accor Hotel Restaurant

Discounted hotel rates worldwide inAcc

Accor Academy

Wellbeing support

Job summary

Novotel London Brentford is seeking a Front Office Team Leader to deliver memorable guest experiences across our multi-hotel site. You will lead and motivate the front office team, ensure smooth check-in/check-out, and collaborate with other departments to exceed guest expectations.

You will train staff, maintain high lobby standards, manage shifts, handle guest feedback with empathy, and drive KPI performance.

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.
• Detail-oriented approach with the ability to multitask in a fast-paced environment.

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.

Skills

Front office leadership

English fluency

Customer service orientation

Education

Hospitality management qualification

Tools

Hotel management systems

Job description

Novotel London Brentford is seeking a Front Office Team Leader to deliver memorable guest experiences across our multi-hotel site. You will lead and motivate the front office team, ensure smooth check-in/check-out, and collaborate with other departments to exceed guest expectations.

You will train staff, maintain high lobby standards, manage shifts, handle guest feedback with empathy, and drive KPI performance.