Head of Front Office & Guest Experience

The Ned City of London Sales; City Of London; Sur place; GBP 54 000 - 66 000; Plein temps

Avantages offerts par ce poste

Complimentary meals

Exclusive staff rates

Wellbeing and health benefits

Your birthday off

Volunteer day

Refer a friend bonus

Regular social events

Employee assistance program

Rewards and recognition

Résumé du poste

The Ned in London is seeking an experienced Front Office Manager to lead the front office and guest relations, ensuring a seamless and memorable stay for hotel guests and VIPs. You will oversee reception, guest relations and coordination with the concierge, all while driving service standards and team performance.

Reporting into the Head of Rooms Operations, you will manage recruitment, coaching and budgeting, while maintaining strong cross-department collaboration.

Qualifications

• Experience leading front of house hotel teams.
• Proven track record delivering outstanding guest experiences.
• Strong leadership and financial performance focus.

Responsabilités

• Lead the day-to-day reception and guest relations operations, guiding teams to be ambassadors of hospitality for hotel guests and VIPs.
• Be the guardian of outstanding hospitality by coaching teams and addressing glitches and complaints to enhance guest experience.
• Lead all people tasks including recruitment, development and performance chats, onboarding new starters.
• Monitor commercial performance and provide direction to protect and drive profitability, including rota creation, expense control, forecasting, upselling, budgeting, and month-end analysis.
• Maintain strong relationships between departments to ensure a seamless guest experience for every guest and VIP.
• Collaborate with concierge to support guests and regulars, building rapport and understanding guest preferences.

Connaissances

Leadership experience

Guest experience

People management

Commercial mindset

Calm under pressure

Team development

Description du poste

The Ned in London is seeking an experienced Front Office Manager to lead the front office and guest relations, ensuring a seamless and memorable stay for hotel guests and VIPs. You will oversee reception, guest relations and coordination with the concierge, all while driving service standards and team performance.

Reporting into the Head of Rooms Operations, you will manage recruitment, coaching and budgeting, while maintaining strong cross-department collaboration.