Melia Hotels International
Assistant Front Office Manager – The Level
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"The world is yours with Meliá"
Joining Meliá is to embark on a journey without borders, where the possibilities to grow, learn, and develop are endless. It is knowing that the world is yours — that you can build your career across multiple destinations — all while feeling part of one big, warm, and passionate family.
Assistant Front Office Manager – The Level
Department: The Level
Location: Meliá White House, NW1 3UP
Hotel: Meliá Hotels & Resorts
Salary Package: Competitive Salary + Service Charge
About The Level at Meliá White House
Meliá White House is a modern and elegantly refurbished hotel, ideally located next to Regent’s Park and within walking distance of Oxford Circus and Regent Street. As home to The Level, our premium and personalised hospitality experience, we are committed to delivering exceptional service, luxury, and memorable stays for every guest.
The Level is Meliá’s premium hospitality concept, offering an elevated stay experience with exclusive lounge access, private breakfast, aperitivo service, enhanced in-room amenities, and highly personalised service for our most valued guests.
What’s in it for you?
- Competitive salary plus service charge
- 28 days’ holiday including public holidays
- Contributory pension scheme
- Health cash plan and discounted dental cover with HSF
- Refer-a-friend bonus of £500 (after successful completion of probation)
- Exceptional employee rates worldwide for you, your friends, and family with Meliá Hotels International
- Food & beverage discounts (subject to outlet participation)
- Unlimited access to Meliá’s global online learning platform
- Career development opportunities across more than 350 hotels worldwide
- High-street discounts through Perks at Work
- Payday parties and team celebrations
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Mission
As the Assistant Front Office Manager – The Level, you will support The Level Manager in delivering a seamless, luxury end-to-end guest journey for our VIP and premium guests. You will lead the front desk and The Level Hosts to create a highly personalised, five-star experience, from arrival to departure, ensuring every interaction reflects the exclusivity and warmth of The Level concept.
Key Responsibilities
- Support The Level Manager in the day-to-day leadership of The Level agents and hosts.
- Ensure all reception policies, procedures, luxury service standards, and brand guidelines are consistently followed
- Deliver prompt, efficient, and highly personalised check-in and check-out experiences, including VIP arrivals, room upgrades, and digital guest journeys
- Act as host of The Level Lounge, ensuring guests receive an exceptional and personalised five-star experience throughout their stay
- Build strong relationships with VIP, repeat, and high-value guests, anticipating needs and creating memorable experiences
- Analyse, investigate, and resolve guest complaints and service recovery situations, exceeding expectations wherever possible
- Maintain constant communication with Housekeeping, Food & Beverage, Finance, Reservations, and other operational departments
- Oversee guest billing, cash handling, account accuracy, and payment procedures, ensuring compliance with company policies and financial controls
- Maintain accurate guest profiles and preferences to personalise and elevate future stays
- Ensure all guest enquiries, whether in person, by telephone, email, or digital platforms, are handled efficiently and professionally
- Promote The Level benefits, hotel facilities, room upgrades, and upselling initiatives while supporting Revenue strategies to maximise guest satisfaction and profitability
- Ensure The Level Lounge, Front Office environment, equipment, and supplies are maintained to the highest standards
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What are we looking for?
- Previous experience in Front Office, Guest Experience, Reception Management, or luxury hospitality
- Experience supervising or leading teams within a hotel environment
- Strong knowledge of Opera PMS, hotel billing procedures, and cash handling processes
- Outstanding guest service and relationship-building skills
- Excellent communication, organisational, and problem-solving abilities
- A proactive and hands-on leadership style
- Strong attention to detail and passion for luxury hospitality
- Commercial awareness and confidence in driving upselling opportunities
- Ability to remain calm and effective in a fast-paced environment
- Eligibility to work in the UK
Because belonging to the great Meliá family is being VIP
At Meliá, our people are at the heart of everything we do. From junior roles to senior leadership, everyone brings unique value. Our warmth, proximity, and passion make working at Meliá an unforgettable experience — one where you truly feel part of a global family of Very Inspiring People.
Our Commitment to Diversity & Inclusion
Meliá Hotels International is proud to be an equal opportunity employer. We actively promote diversity, inclusion, and equality across all teams, creating a respectful and supportive workplace free from discrimination of any kind. We believe our differences strengthen us and help build a more responsible and sustainable future.
If you want to be a Very Inspiring Person, apply now and start your journey with Meliá.
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