Job Description
ibis London Luton Airport is seeking an experienced and motivated Front Office Manager to lead our Front Office team and ensure the delivery of exceptional guest experiences. This role is ideal for a passionate hospitality professional with strong leadership skills, operational knowledge, and a commitment to service excellence.
The Front Office Manager will oversee all front-of-house operations, ensuring smooth daily performance, high guest satisfaction, and effective team management whilst supporting the hotel’s commercial and operational objectives.
Key Responsibilities
* Manage the daily operations of the Front Office department, ensuring efficient and professional service at all times
* Lead, motivate, coach, and develop the Front Office team to create a positive and high-performing working environment
* Oversee guest arrivals, departures, reservations, billing, and guest relations to ensure a seamless guest journey
* Deliver exceptional customer service and maintain high standards in line with brand expectations
* Handle guest complaints and service recovery professionally and effectively
* Coordinate group arrivals and departures with all relevant hotel departments
* Maintain excellent communication with Housekeeping, Maintenance, Food & Beverage, and other operational teams
* Monitor lobby presentation and ensure all front-of-house areas are maintained to a high standard
* Ensure compliance with company procedures and health & safety standards
* Utilise the Property Management System (PMS) accurately for reservations, room allocations, reporting, and operational management
* Support revenue growth through upselling initiatives and proactive guest engagement
* Monitor guest feedback and online reviews, implementing improvements where required
* Conduct team training, inductions, appraisals, and ongoing performance management
* Participate in management meetings, daily briefings, and operational planning sessions
* Support the hotel management team in achieving departmental and overall business targets
Qualifications
Skills & Experience Required
* Previous experience in a Front Office supervisory or management role within the hospitality industry
* Strong leadership and people management skills
* Excellent customer service and communication abilities
* Strong organisational and problem-solving skills
* Experience using hotel Property Management Systems (PMS) (OPERA CLOUD)
* Ability to work in a fast-paced environment and manage multiple priorities
* Commercial awareness and a proactive approach to driving guest satisfaction and revenue
* Flexibility to work shifts, including weekends and holidays
Additional Information
Why Join Us?
At ibis London Luton Airport, you will become part of a supportive and energetic team within one of the world’s leading hospitality groups. We are committed to developing our people and creating opportunities for growth, progression, and success.
If you are passionate about hospitality, leadership, and creating memorable guest experiences, we would love to hear from you.