Key Responsibilities – Leadership & Operational Excellence

• Lead and oversee the daily operation of all Front of House areas, ensuring consistently high standards of guest service, operational efficiency and professional presentation
• Provide strong leadership to Reception Managers, Assistant Managers, Supervisors and Front of House colleagues, setting clear objectives, delegating effectively and monitoring performance
• Champion exceptional customer care by regularly observing guest interactions, proactively addressing service opportunities and resolving guest complaints efficiently and professionally
• Ensure all Front of House Standard Operating Procedures are implemented, regularly reviewed and maintained as effective tools for consistency, training and continuous improvement
• Drive revenue performance by supporting the promotion and selling of hotel facilities, maximising room upselling opportunities and ensuring departmental and corporate targets are achieved
• Work closely with Groups, Reservations, Reception and Night Management teams to effectively manage occupancy, overbooking situations and book-outs while protecting the guest experience and hotel revenue
• Develop and engage the Front of House team through regular briefings, one-to-one meetings, performance appraisals, training and career development, including supporting trainee programmes and succession planning
• Maintain strong communication and collaborative relationships across the Rooms division and wider hotel, ensuring colleagues are informed of promotions, operational priorities and business activities
• Take responsibility for departmental financial performance, including payroll, agency and casual staffing, departmental costs, budgets, forecasts, financial controls and compliance with hotel credit procedures
• Promote and maintain the highest standards of health, safety, security, fire procedures, personal hygiene and risk management, ensuring all colleagues are appropriately trained and compliant with legislation and hotel standards

What we’re looking for

• Previous management experience within a busy hotel Front Office or Front of House environment
• Strong knowledge of Front Office operations, guest services and hotel systems
• Proven experience leading, coaching and developing a diverse hospitality team
• Commercial awareness with an understanding of revenue, payroll, budgeting and financial controls
• Strong communication, organisation and problem-solving skills
• A confident and professional approach to handling guest complaints and complex operational situations
• Experience of driving upselling and maximising revenue opportunities
• A strong understanding of health & safety, security and relevant hospitality legislation
• Ability to work collaboratively with senior management and other hotel departments
• Passion for delivering exceptional guest experiences and creating a positive team culture

Because belonging to the great Meliá family is being VIP

At Meliá, our people are at the heart of everything we do. From entry-level roles to senior leadership, everyone contributes something unique. We are all Very Inspiring People, connected by passion, warmth, and a commitment to creating exceptional experiences — and that includes you.

Our Commitment to Diversity & Inclusion

Meliá Hotels International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive, respectful, and accessible workplace for all. Our differences make us stronger and help us build a responsible present and a sustainable future.

Eligibility to work in the UK is required.

If you want to be a Very Inspiring Person, apply now and start your journey with Meliá.

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