Lead Front Desk & Guest Experience Manager

Hotel Indigo - Reception; Greater London; On-site; GBP 42,000 - 56,000; Full time

Job summary

Criterion Hospitality is seeking a passionate Reception Manager to lead the front office team and ensure superb guest experiences from arrival to departure. You will bring energy, organisation, and leadership to create a warm, professional, and efficient front-of-house environment.

Key responsibilities include overseeing reception operations, coaching staff, handling guest feedback, and collaborating with other departments to exceed guest expectations.

Qualifications

• Previous experience as a Reception Manager or Guest Services Manager in a hotel environment.
• Strong knowledge of front office systems and procedures.
• Hands-on leadership style with the ability to inspire and develop your team.
• Confident, professional, and energetic approach to guest service.
• Excellent communication, organisational, and people management skills.

Responsibilities

• Oversee the daily operations of the reception/front desk, ensuring seamless check-in/check-out procedures.
• Lead, train, and motivate the reception team to deliver consistently high levels of guest service.
• Handle guest feedback and resolve issues with professionalism and urgency.
• Ensure lobby and front desk areas are managed proactively and always presentable.
• Support the Front Office Manager in administrative tasks, rotas, team development, and performance management.
• Maintain accurate records and ensure compliance with health & safety and data protection protocols.
• Work collaboratively with other departments to ensure guest needs are exceeded.

Skills

Leadership

Guest service

Front office systems

Communication

Organisation

People management

Job description

Criterion Hospitality is seeking a passionate Reception Manager to lead the front office team and ensure superb guest experiences from arrival to departure. You will bring energy, organisation, and leadership to create a warm, professional, and efficient front-of-house environment.

Key responsibilities include overseeing reception operations, coaching staff, handling guest feedback, and collaborating with other departments to exceed guest expectations.