Front Office Team Leader: Guest Experience Lead

IBIS; Greater London; On-site; GBP 19,000 - 25,000; Full time

Benefits offered by this job

Salary - £ 15.80/hour

Free night stays in UK hotels

Up to 30% discount in Accor Restaurant

Talent gym access

Uniform provided

Discounted hotel rates worldwide

Job summary

IBIS London City Shoreditch is seeking an experienced Front Office Team Leader to oversee check-in/out, reservations and guest services, delivering warm, efficient service.

You will lead front desk colleagues, address unresolved issues, implement procedures with the Front Office Manager and promote ALL Accor loyalty to guests while ensuring brand standards and smooth hotel operations. You will support onboarding and training, coordinating with other departments to elevate guest experiences.

Qualifications

• Service focused personality is essential.
• Proficiency in hotel management software, Opera Cloud is preffered.
• Prior experience in a front office department is required.
• 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.

Responsibilities

• Oversee all front office activities, including check-in/check-out processes, reservations, and guest services.
• 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 Front Office Manager 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 Front Office Manager 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

Service oriented

Leadership

Communication

Interpersonal skills

Under pressure

Tools

Opera Cloud

Job description

IBIS London City Shoreditch is seeking an experienced Front Office Team Leader to oversee check-in/out, reservations and guest services, delivering warm, efficient service.

You will lead front desk colleagues, address unresolved issues, implement procedures with the Front Office Manager and promote ALL Accor loyalty to guests while ensuring brand standards and smooth hotel operations. You will support onboarding and training, coordinating with other departments to elevate guest experiences.