Guest Experience Leader — Front Office & Service Excellence

Interstate Hotels & Resorts, Inc.; Ilford; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading hotel management company in Ilford is seeking an Assistant Front Office Manager to oversee guest services and ensure exceptional customer experiences. Responsibilities include managing front desk operations, leading a team, handling reservations, and maintaining hotel standards. The ideal candidate will have strong leadership skills and experience in hotel management. This position offers industry-leading training opportunities and flexible shifts, making it a great opportunity for professionals looking to advance in the hospitality sector.

Benefits

Industry-leading training opportunities

Wagestream for pay access

24/7 employee assistance programme

Hotel discounts portfolio-wide

Flexible shifts

Paid breaks

Free staff parking

28 days holidays including bank holidays

Qualifications

• Experience in managing a hotel front office or similar position.
• Ability to communicate effectively and handle complaints professionally.
• Strong leadership and organizational skills.

Responsibilities

• Oversee front desk operations and guest services team.
• Manage department budget and implement service policies.
• Maintain positive guest relationships and uphold service reputation.
• Utilize hotel software to manage reservations and guest feedback.

Skills

Hotel operations knowledge

Communication skills

Leadership and organisation

Customer service experience

Understanding of hotel software

Tools

Property Management Systems (PMS)

Customer Relationship Management (CRM)

Booking engines

Job description

A leading hotel management company in Ilford is seeking an Assistant Front Office Manager to oversee guest services and ensure exceptional customer experiences. Responsibilities include managing front desk operations, leading a team, handling reservations, and maintaining hotel standards. The ideal candidate will have strong leadership skills and experience in hotel management. This position offers industry-leading training opportunities and flexible shifts, making it a great opportunity for professionals looking to advance in the hospitality sector.