Guest Experience Leader – Front Office

Criterion Hospitality; Slough; On-site; GBP 30,000 - 36,000; Full time

Job summary

Criterion Hospitality is seeking an experienced Front Office Manager to lead the day-to-day Front Office operations at our four hotels in London’s West End. You will drive exceptional guest experiences from arrival to departure, while mentoring and building a high-performing team.

The ideal candidate will demonstrate strong knowledge of Front Office systems and procedures, a hands-on leadership style, and a proven ability to manage staffing, training and performance to deliver top-tier service.

Qualifications

• Previous experience as Front Office Manager or related hotel leadership role.
• Strong knowledge of Front Office operations, systems and procedures.
• Proven track record leading, motivating and developing a Front Office team.

Responsibilities

• Take full responsibility for the smooth day-to-day operation of the Front Office department
• Lead, train, motivate and develop the Reception and Front Office team
• Ensure seamless check-in and check-out procedures and consistently high standards of guest service
• Manage team rotas, staffing levels, holidays and departmental coverage
• Handle guest feedback, complaints and escalations professionally and efficiently
• Monitor guest satisfaction and identify opportunities to continuously improve the guest journey
• Ensure the lobby, reception and Front Office areas are always well presented and proactively managed
• Conduct team briefings, one-to-ones, performance reviews and ongoing training
• Manage departmental procedures, administration and reporting
• Monitor Front Office performance and ensure operational standards and KPIs are achieved
• Work closely with Housekeeping, Reservations, Maintenance and other departments to ensure seamless hotel operations
• Ensure compliance with company procedures, health & safety, data protection and security requirements
• Support recruitment, onboarding and development of Front Office team members
• Lead by example and create a positive, professional and guest-focused culture within the department

Skills

Front Office Manager

Assistant Front Office Manager

Reception Manager

Job description

Criterion Hospitality is seeking an experienced Front Office Manager to lead the day-to-day Front Office operations at our four hotels in London’s West End. You will drive exceptional guest experiences from arrival to departure, while mentoring and building a high-performing team.

The ideal candidate will demonstrate strong knowledge of Front Office systems and procedures, a hands-on leadership style, and a proven ability to manage staffing, training and performance to deliver top-tier service.