Guest Experience Leader — Front Office Manager

Criterion Hospitality Ltd; Greater London; On-site; GBP 30,000 - 36,000; Full time

Job summary

Criterion Hospitality in London is seeking an experienced Front Office Manager to own the day-to-day front desk operations and guest experience from arrival to departure. You will lead, coach and motivate the Reception and Front Office team to deliver consistent, high-quality service in a fast-paced hotel environment.

The role requires hands-on leadership, strong communication and a proactive approach to guest satisfaction, training, reporting and collaboration with other departments to ensure

Qualifications

• Previous experience as Front Office Manager, Assistant Front Office Manager or Reception Manager in a hotel environment.
• Strong knowledge of Front Office operations, systems and procedures.
• Proven ability to lead, motivate and develop 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 high guest service standards.
• Manage team rotas, staffing levels, holidays and departmental coverage.
• Handle guest feedback, complaints and escalations professionally.
• Monitor guest satisfaction and identify opportunities to improve the guest journey.
• Ensure the lobby, reception and Front Office areas are well presented.
• Conduct team briefings, one-to-ones, performance reviews and training.
• Monitor Front Office performance and KPIs; collaborate with other departments.

Skills

Front Office Operations

Team Leadership

Guest Service

Staff Training

Problem Solving

Communication

Job description

Criterion Hospitality in London is seeking an experienced Front Office Manager to own the day-to-day front desk operations and guest experience from arrival to departure. You will lead, coach and motivate the Reception and Front Office team to deliver consistent, high-quality service in a fast-paced hotel environment.

The role requires hands-on leadership, strong communication and a proactive approach to guest satisfaction, training, reporting and collaboration with other departments to ensure