Luxury Hotel Front Office & Guest Experience Lead

At Sloane; Greater London; Vor Ort; GBP 40.000 - 41.000; Vollzeit

Benefits dieser Stelle

Meals on duty

Refer a Friend bonus

Enhanced annual leave

Pension contribution 3%

Dry cleaning on-site

Zusammenfassung

CIH International Housing Group owns a 5-star Chelsea hotel offering luxury accommodations and a refined guest experience. The House Manager will oversee Front of House daily operations, mentor the Front Office team, and cultivate a loyal guest base with a focus on service excellence.

The role requires leadership across departments, strong client relations, and the ability to act decisively during peak times and emergencies. Flexible shifts, nights and holidays are expected.

Qualifikationen

• Experience in hotel operations, preferably within a luxury or upscale hospitality environment.
• Strong leadership, decision-making, and crisis-management abilities.
• Excellent interpersonal and communication skills with a guest-focused mindset.
• Ability to remain calm and professional in high-pressure situations.
• Knowledge of hotel operations across multiple departments.
• Flexibility to work shifts, including nights, weekends, and public holidays.

Aufgaben

• Act as the hotel's operational leader on shift, ensuring smooth and efficient operations across all departments.
• Serve as the primary point of contact for guest concerns, emergencies, and operational escalations.
• Primarily based at the Front Office; handle arrivals and departures, special requests, and important guest interactions with professionalism and discretion.
• Monitor overall guest satisfaction and intervene proactively when service issues arise.
• Coordinate with department heads (Front Office, Housekeeping, Engineering, Food & Beverage) to resolve operational issues quickly.
• Manage incident reports, guest complaints, and service recovery documentation.
• Conduct shift briefings and communicate operational updates to relevant teams.
• Represent hotel leadership outside regular management hours and make operational decisions when required.

Kenntnisse

Hotel operations

Leadership

Guest relations

Crisis management

Interpersonal skills

Multidepartment knowledge

Flexibility

Tools

Guestline PMS

Microsoft Office

Jobbeschreibung

CIH International Housing Group owns a 5-star Chelsea hotel offering luxury accommodations and a refined guest experience. The House Manager will oversee Front of House daily operations, mentor the Front Office team, and cultivate a loyal guest base with a focus on service excellence.

The role requires leadership across departments, strong client relations, and the ability to act decisively during peak times and emergencies. Flexible shifts, nights and holidays are expected.