Front Office Manager

The Red Carnation Hotel Collection (Red Carnation Hotels); London; On-site; GBP 30,000 - 60,000; Full time

Job description

Front Office Manager - Luxury Hotel in London

Incredible Benefits

We are seeking a dynamic Front Office Manager to join our luxury hotel team in London. You will take overall responsibility for the smooth day-to-day running of the front office. This is a full-time, shift-based role, ideal for someone with extensive experience in a similar position within a five-star hotel environment. You should possess excellent communication and organisational skills, a proven track record of developing team members to perform at their best, and previous experience managing budgets. We are looking for someone who is flexible, innovative, and adaptable.

In this role, you will oversee the Reception Manager, Guest Services Manager, and Night Manager and report directly to the Hotel Manager.

Location: The Milestone Hotel and Residences, London

Employment Type: Full-time

Working Pattern: Shift work (5 days on, 2 days off)

Salary: Competitive, based on experience + accommodation service charge

Red Carnation Hotel Collection is a family-owned hotelier business with 18 stunning properties all over the world.

We are proud to be AA's Hotel Group of the Year (2024)! We have won numerous awards such as Best Employer (2023) and Sustainable Business (2023) at The Cateys. We are proud in our commitment to developing our own and were honoured to have won for the third time a Princess Royal Training Award (2017, 2020, 2023) by HRH The Princess Royal and City & Guilds and proud to be the first privately owned company retaining its Platinum Investors in People accolade globally. To further enhance our standing we have won Top Employer (2024) for the United Kingdom which certified our excellent in employee conditions.

Key Responsibilities Of a Front Office Manager

1. Manage and coordinate all front office employees to ensure the smooth running of hotel services.
2. Continuously assess and update SOP manuals to ensure operations align with current standards.
3. Be responsible for front office rotas, timesheets, payroll, and holiday management.
4. Welcome guests to the hotel in a friendly and helpful manner, ensuring that front office and public areas remain clean and tidy.
5. Fully investigate complaints and take corrective action when necessary.
6. Conduct briefings for all employees, including evening and morning handovers.
7. Maintain a professional, high-quality, service-oriented environment at all times.
8. Monitor customer satisfaction from both service and product perspectives, reviewing any shortfalls.
9. Handle reservation inquiries in line with Mystery Shopper standards while staying aware of all hotel promotions to maximize occupancy and revenue.
10. Ensure you and your team score no less than 90% in Forbes, AA, and RCH Mystery Shop inspections.
11. Provide ongoing training to maintain high standards of guest service.

What are we looking for?

1. Proven experience as a Front Office Manager in a five-star hotel or luxury hospitality setting.
2. Exceptional leadership and team management abilities, with a focus on developing team members to reach their full potential.
3. Strong communication and organizational skills.
4. Experience managing budgets and ensuring cost efficiency while maintaining service excellence.
5. Flexible, innovative, and adaptable approach to problem-solving.

What is in it for you?

1. Holiday allowance starting at 20 days and increasing with length of service up to 27 days + 8 bank holidays.
2. Professional, award winning learning and development opportunities from day one.
3. Fantastic recommend a friend and family bonus scheme worth up to £600.
4. Enhanced paid maternity leave & paternity leave.
5. 50% off on food and 25% off on beverages in any Red Carnation Hotels F&B outlets.
6. Discounted accommodation rates at Red Carnation Hotels worldwide.
7. Two paid volunteering days each year, because we care about our community.
8. Access to immediate Employee Assistance Programme, because we care about our employees.
9. Vibrant hotel recognition events every month and hotel-based incentives (Employee of the Month / Manager of the Quarter).
10. Social and team building events per hotel.
11. Global Employee Appreciation Party, where we get to celebrate our incredible teams.
12. Free meals on duty.

Red Carnation Hotels is an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We electronically scan and store a copy of your passport/visa and/or ID card to gain a clear indication of the authenticity of the document and establish the ‘Right to Work’ in the UK.