Following a multi-million-pound refurbishment, we are delighted to introduce The Welbeck Hotel, located in the heart of Marylebone. Previously Holiday Inn London Oxford Circus, The Welbeck Hotel offers an upscale boutique feel across all 164 bedrooms, reflecting its classic 19th-century architecture.
At The Welbeck, our Front Office team is at the heart of the guest experience. This role is not just about operational excellenceits about leadership, creativity, initiative, and building meaningful guest relationships while ensuring a seamless customer journey.
About the Role We are seeking a proactive and guest-focused Assistant Front Office Manager to support the daily operations of the Front Office on a 10-month fixed-term contract. Working closely with the Front Office Manager (or Guest Experience Manager), you will play a key role in leading the team, driving service excellence, and ensuring every guest enjoys a smooth and memorable stay.
Key Responsibilities Support the management of day-to-day front office operations, ensuring high standards of service at all times
Lead by example in delivering warm, professional, and personalised guest experiences
Supervise front office team members, providing guidance, coaching, and support during shifts
Ensure smooth and efficient check-in and check-out processes
Handle guest enquiries, feedback, and complaints, resolving issues promptly and escalating when necessary
Coordinate guest requests and special arrangements (e.g., VIP stays, transportation, room preferences)
Work closely with Housekeeping, Maintenance, and other departments to ensure seamless service delivery
Monitor guest satisfaction and identify opportunities to enhance the overall experience
Assist in implementing guest experience initiatives and service improvements
Support training, onboarding, and performance management of team members
Step in to manage shifts and lead the department in the absence of the Front Office Manager
Working Hours Shifts are scheduled on a 5-out-of-7-day rota and includes weekends, early mornings, and late evenings.
What Were Looking For Previous experience in a Front office or supervisory role within hospitality
Passion for delivering exceptional guest service and creating memorable experiences
Strong leadership, communication, and interpersonal skills
Confident in handling guest concerns and making operational decisions
Highly organised with strong attention to detail and the ability to multitask
A positive, proactive, and flexible approach to work
Comfortable working in a fast-paced, guest-focused environment
BENEFITS IHG One Pass Rate Enjoy exclusive staff hotel discounts with up to 30 nights per year, flexible booking, and great stay options worldwide.
IHG One Pass Friends Rate You and up to five friends can collectively enjoy up to 50 discounted room nights per calendar year because we value your circle.
Employee Discounts Enjoy exclusive savings across our brand, including up to 50% off Food & Beverage at our venues, because great experiences start with you.
Complimentary Meals Enjoy meals while on duty.
Flexitime We value work-life balance and are happy to discuss flexible working arrangements wherever possible.
Uniform Care For our uniformed team members, we handle all cleaning so you can focus on delivering excellence.
Company Sick Pay Available after qualifying period.
Learning & Development We invest in your growth with tailored training and development opportunities, because your success is our success.
Employee Engagement Join a team where your voice matters, your ideas thrive, and your growth is our priority. We are The Culture team.
Contract Details Fixed-term contract for 10 months
Full-time position
Opportunity to contribute to a newly repositioned boutique hotel in a prime London location
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