Guest Experience Leader — Front Office (West London)

The Cura - Reception; Greater London; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Meal on duty

Uniform provided

Employee discounts (Marriott)

Job summary

The Cura Kensington, a Tribute Portfolio Hotel by Marriott, in West London, seeks a Guest Service Manager to lead the Front Office team and ensure exceptional guest journeys. You will coach staff, oversee Reception and Guest Relations, and collaborate with Food & Beverage, Housekeeping, Kitchen, and Engineering to maintain seamless operations.

Reporting to the Front Office Manager, you will drive service standards, handle VIP and group arrivals, and respond to guest feedback with proactive,

Qualifications

• Prior supervisory or management experience in Front Office within a quality hotel environment.
• Experience with Marriott International or similar international brand is desirable.
• Strong knowledge of Front Office operations and guest service excellence.

Responsibilities

• Support the Front Office Manager in daily leadership and operation of Front Office and Food & Beverage during busy periods.
• Supervise Reception and Guest Relations teams to deliver seamless guest experiences.
• Lead Front Office shifts, maintaining high service levels and operational efficiency.
• Act as senior Front Office representative during designated shifts and escalate issues as needed.
• Ensure Marriott brand and hotel standards are consistently met.
• Promote upselling and guest satisfaction initiatives to drive revenue.
• Coordinate with Housekeeping to manage room availability and allocations.
• Monitor guest feedback and implement improvement actions.

Skills

Supervisory experience

Front Office operations

Leadership and coaching

Guest service excellence

Communication skills

Problem solving

Upselling & revenue awareness

Opera PMS (Opera Cloud) knowledge

Tools

Opera PMS

Marriott systems

Job description

The Cura Kensington, a Tribute Portfolio Hotel by Marriott, in West London, seeks a Guest Service Manager to lead the Front Office team and ensure exceptional guest journeys. You will coach staff, oversee Reception and Guest Relations, and collaborate with Food & Beverage, Housekeeping, Kitchen, and Engineering to maintain seamless operations.

Reporting to the Front Office Manager, you will drive service standards, handle VIP and group arrivals, and respond to guest feedback with proactive,