Front Office Manager

Job Description

An exceptional opportunity has arisen for a passionate and experienced Front Office Manager to join the team at Criterion Hospitality.

Salary:£33000k

• Take full responsibility for the smooth day-to-day operation of the Front Office department
• Lead, train, motivate and develop the Reception and Front Office team
• Ensure seamless check-in and check-out procedures and consistently high standards of guest service
• Manage team rotas, staffing levels, holidays and departmental coverage
• Handle guest feedback, complaints and escalations professionally and efficiently
• Monitor guest satisfaction and identify opportunities to continuously improve the guest journey
• Ensure the lobby, reception and Front Office areas are always well presented and proactively managed
• Conduct team briefings, one-to-ones, performance reviews and ongoing training
• Manage departmental procedures, administration and reporting
• Monitor Front Office performance and ensure operational standards and KPIs are achieved
• Work closely with Housekeeping, Reservations, Maintenance and other departments to ensure seamless hotel operations
• Ensure compliance with company procedures, health & safety, data protection and security requirements
• Support recruitment, onboarding and development of Front Office team members
• Lead by example and create a positive, professional and guest-focused culture within the department

Criterion Hospitality is a vibrant and forward-thinking company bringing innovation to real estate, hotels and beyond. With four hotels located in London's dynamic West End, we are passionate about delivering exceptional guest experiences and pushing creative boundaries in everything we do.

• Previous experience as a Front Office Manager, Assistant Front Office Manager or experienced Reception Manager within a hotel environment
• Strong knowledge of Front Office operations, systems and procedures
• Proven experience leading, motivating and developing a Front Office team
• A hands-on leadership style with a strong presence on the hotel floor
• Excellent guest service and problem-solving skills
• Strong communication, organisational and people-management skills
• Confidence managing difficult situations and guest complaints
• Ability to work effectively in a fast-paced hotel environment
• Commercial awareness and an understanding of departmental performance
• Calm under pressure, solution-focused and proactive, with a positive can-do attitude