Guest Experience Leader - Front Office on Duty

Criterion Hospitality Ltd; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

Criterion Hospitality is seeking a Duty Manager to support the Front Office Manager in the day-to-day hotel operations and deliver exceptional guest experiences in a fast-paced environment.

You will lead the Front Office team, manage guest inquiries and complaints, and ensure the highest service standards across all shifts, while upholding brand and safety procedures and collaborating with other departments.

Qualifications

• Experience as Duty Manager or supervisory role in a hotel environment.
• Strong Front Office knowledge and guest service focus.
• Hands-on leader who motivates and inspires the team.

Responsibilities

• Support the Front Office Manager in the day-to-day operation of the Front Office and public areas.
• Take responsibility for the hotel during assigned shifts, acting as the senior operational presence on duty.
• Lead proactive lobby and guest journey management to ensure a visible management presence.
• Handle guest queries, feedback and complaints professionally and resolve issues in real time.
• Lead, motivate, and support Front Office team members with a hands-on, lead-by-example approach.
• Ensure consistent delivery of exceptional customer service standards.
• Support training, coaching and development of the Front Office team.
• Ensure compliance with brand standards, health & safety, and operational procedures.
• Liaise with other departments to ensure a seamless guest experience.
• Step in operationally where required to support the team during busy periods

Skills

Front Office operations

Guest service

Leadership

Communication skills

Job description

Criterion Hospitality is seeking a Duty Manager to support the Front Office Manager in the day-to-day hotel operations and deliver exceptional guest experiences in a fast-paced environment.

You will lead the Front Office team, manage guest inquiries and complaints, and ensure the highest service standards across all shifts, while upholding brand and safety procedures and collaborating with other departments.