Front Office Manager

An exceptional opportunity has arisen for a passionate and experienced Front Office Manager to join the team at Criterion Hospitality.Salary:£33000 per annum As Front Office Manager, you will take full ownership of the day-to-day Front Office operation, ensuring an exceptional guest experience from arrival through to departure. You will lead from the front, creating a welcoming, professional and high-performing environment while developing and motivating the team to consistently deliver excellent service.Key ResponsibilitiesTake full responsibility for the smooth day-to-day operation of the Front Office departmentLead, train, motivate and develop the Reception and Front Office teamEnsure seamless check-in and check-out procedures and consistently high standards of guest serviceManage team rotas, staffing levels, holidays and departmental coverageHandle guest feedback, complaints and escalations professionally and efficientlyMonitor guest satisfaction and identify opportunities to continuously improve the guest journeyEnsure the lobby, reception and Front Office areas are always well presented and proactively managedConduct team briefings, one-to-ones, performance reviews and ongoing trainingManage departmental procedures, administration and reportingMonitor Front Office performance and ensure operational standards and KPIs are achievedWork closely with Housekeeping, Reservations, Maintenance and other departments to ensure seamless hotel operationsEnsure compliance with company procedures, health & safety, data protection and security requirementsSupport recruitment, onboarding and development of Front Office team membersLead by example and create a positive, professional and guest-focused culture within the departmentAbout UsCriterion 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.What We’re Looking ForPrevious experience as a Front Office Manager, Assistant Front Office Manager or experienced Reception Manager within a hotel environmentStrong knowledge of Front Office operations, systems and proceduresProven experience leading, motivating and developing a Front Office teamA hands-on leadership style with a strong presence on the hotel floorExcellent guest service and problem-solving skillsStrong communication, organisational and people-management skillsConfidence managing difficult situations and guest complaintsAbility to work effectively in a fast-paced hotel environmentCommercial awareness and an understanding of departmental performanceCalm under pressure, solution-focused and proactive, with a positive can-do attitude