Job description
Join Aurora Hospitality Group, a premium operator in London's luxury and boutique hotels. We are seeking a results-driven Hotel Front Office Manager to lead guest services, oversee daily operations, and champion a culture of outstanding hospitality. If you excel at developing teams, optimizing guest experiences, and driving revenue through service excellence, this is your next career move.
As the Front Office Manager, you will manage reception, concierge, and reservations, ensure smooth check-in/out, resolve guest issues with empathy, and collaborate cross-functionally with F&B, housekeeping, and sales to deliver memorable stays.
What we offer: competitive salary, performance bonus, comprehensive benefits, training and career progression, and a vibrant city-based work environment.
Responsibility
- Lead and develop front desk and guest services teams to achieve service standards and key performance indicators.
- Oversee check-in/check-out processes, reservations, and rate integrity to optimize occupancy and revenue.
- Ensure seamless coordination with housekeeping, F&B, and engineering for a flawless guest experience.
- Handle guest inquiries, complaints, and escalations with diplomacy and timely resolutions.
- Maintain accurate reporting, weekly forecasts, and performance metrics for senior management.
- Lead guest loyalty initiatives, upsell opportunities, and CRM hygiene to maximize repeat business.
- Uphold safety, security, and compliance standards in line with brand guidelines and local regulations.
- Drive a culture of hospitality excellence through coaching, training, and recognition.
Qualification
- Bachelor’s degree in Hospitality, Tourism, or a related field (or equivalent experience).
- Minimum 5 years in hotel operations with 2+ years in a supervisory/managerial role.
- Proven track record in front office management, revenue optimization, and guest satisfaction.
- Strong leadership, communication, and interpersonal skills.
- Proficiency with hotel PMS, POS systems, and channel managers; knowledge of CRS is a plus.
- Fluent in English; additional languages are advantageous.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- Customer-focused mindset with a solutions-driven approach and a calm, professional demeanor.