Multi-site Front Office Team Leader

Novotel Hotels; Reading; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Free nights

Restaurant discount

Accor Academy

Wellbeing support

Job summary

Novotel Hotels Reading in the United Kingdom is seeking an experienced Multi-site Front Office Team Leader to oversee front office operations across multiple sites, ensuring service excellence and operational efficiency.

You will lead, mentor, and develop front office teams, implement standardized procedures, monitor performance, and collaborate with senior management to drive improvements. The ideal candidate has proven leadership across multiple sites and a strong customer service culture.

Qualifications

• Proven experience leading front office operations or similar customer-facing roles.
• Demonstrated leadership across multiple locations or sites.
• Strong organizational and time-management skills with prioritization.
• Excellent interpersonal and communication skills, both written and verbal.

Responsibilities

• Lead, supervise, and manage front office teams across multiple locations.
• Develop and implement standardized procedures across sites for consistency.
• Support recruitment, onboarding, training, and performance reviews.
• Monitor performance metrics, analyze data, and drive corrective actions.
• Coordinate scheduling, resources, and workload across sites.
• Ensure compliance with policies, health and safety and service standards.
• Handle customer inquiries and resolve escalated issues professionally.
• Communicate with senior management on performance and development.

Skills

Front office leadership

Multi-site management

Customer service

Data analysis

Scheduling

Tools

CRM systems

Front office software

Job description

Company Description

Join us at Accor, where life pulses with passion!?
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.?
By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.?
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!?
You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.?
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
Hospitality is a work of heart ,?
Join us and become a Heartist ®.

Job Description

We are seeking an experienced and decisive Multi-site Front Office Team Leader at Ibis and Novotel to join in Reading, United Kingdom. In this leadership role, you will oversee front office operations across multiple locations, ensuring consistent service excellence and operational efficiency. You will lead, mentor, and develop a team of front office professionals while maintaining the highest standards of customer service and organizational compliance. This position requires a professional and motivational leader who can effectively manage diverse teams and drive performance across all assigned sites.

• Lead, supervise, and manage front office teams across multiple locations, fostering a culture of excellence and accountability
• Develop and implement standardized operational procedures and best practices across all sites to ensure consistency in service delivery
• Support Manager on staff recruitment, onboarding, training, and performance reviews to build and maintain high-performing teams
• Monitor team performance metrics, analyze data, and implement corrective actions to meet organizational targets
• Coordinate scheduling, resource allocation, and workload distribution across multiple locations
• Ensure compliance with company policies, health and safety regulations, and customer service standards at all sites
• Manage customer inquiries and resolve escalated issues with professionalism and efficiency
• Communicate effectively with senior management, providing regular updates on operational performance and team development
• Identify training needs and deliver coaching to enhance team skills and career development
• Maintain accurate records, documentation, and reporting systems for all front office operations
• Foster a collaborative and supportive work environment that promotes employee engagement and retention

Qualifications

• Proven experience in front office operations management or similar customer-facing role
• Demonstrated leadership experience managing teams across multiple locations or sites
• Strong organizational and time management skills with the ability to prioritize competing demands
• Excellent interpersonal and communication skills, both written and verbal
• Proficiency in staff scheduling, performance management, and conflict resolution
• Customer service excellence with a commitment to delivering exceptional experiences
• Ability to analyze operational data and implement process improvements
• Proficiency with front office management systems and Microsoft Office applications
• Problem-solving mindset with the ability to make decisive decisionsFlexibility and adaptability in a fast-paced, multi-site environment
• Preferred: Experience with budget management and financial reporting
• Preferred: Knowledge of hospitality or corporate reception industry standards
• Preferred: Experience with customer relationship management (CRM) systems

Additional Information

• Free night stays in our UK hotels and up to 30% discount in any Accor Restaurant (T&C Applies)
• Discounted hotel rates all over the world in Accor Hotels
• Continuously learn and develop yourself with our Accor Academy
• Support your wellbeing in your professional and personal lives
• Grow your experience anywhere. Explore limitless opportunities across 5000 hotels in over 100 countries
• Participate actively in initiatives to build a more inclusive and sustainable world
• And many more benefits and perks : Our objective is simple: make you grow and give you the spark to unleash your personality
• You must be eligible to live and work in the UK to apply for this position and be in possession of a current work visa.
• Due to high volume of applications, we will contact only the successful candidates for the next stage.