Criterion Hospitality
Front Office Manager
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An exceptional opportunity has arisen for a passionate and experienced Front Office Manager to join the team at Criterion Hospitality.
Salary: £33,000 per annum
As Front Office Manager, you will take full ownership of the day-to-day Front Office operation, ensuring an exceptional guest experience from arrival through to departure. You will lead from the front, creating a welcoming, professional, and high-performing environment while developing and motivating the team to consistently deliver excellent service.
Key Responsibilities
- Take full responsibility for the smooth day-to-day operation of the Front Office department
- Lead, train, motivate, and develop the Reception and Front Office team
- Ensure seamless check-in and check-out procedures and consistently high standards of guest service
- Manage team rotas, staffing levels, holidays, and departmental coverage
- Handle guest feedback, complaints, and escalations professionally and efficiently
- Monitor guest satisfaction and identify opportunities to continuously improve the guest journey
- Ensure the lobby, reception, and Front Office areas are always well presented and proactively managed
- Conduct team briefings, one-to-ones, performance reviews, and ongoing training
- Manage departmental procedures, administration, and reporting
- Monitor Front Office performance and ensure operational standards and KPIs are achieved
- Work closely with Housekeeping, Reservations, Maintenance, and other departments to ensure seamless hotel operations
- Ensure compliance with company procedures, health & safety, data protection, and security requirements
- Support recruitment, onboarding, and development of Front Office team members
- Lead by example and create a positive, professional, and guest-focused culture within the department
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About Us
Criterion Hospitality is a vibrant and forward-thinking company bringing innovation to real estate, hotels, and beyond. With four hotels located in London’s dynamic West End, we are passionate about delivering exceptional guest experiences and pushing creative boundaries in everything we do.
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What We’re Looking For
- Previous experience as a Front Office Manager, Assistant Front Office Manager, or experienced Reception Manager within a hotel environment
- Strong knowledge of Front Office operations, systems, and procedures
- Proven experience leading, motivating, and developing a Front Office team
- A hands-on leadership style with a strong presence on the hotel floor
- Excellent guest service and problem-solving skills
- Strong communication, organizational, and people-management skills
- Confidence managing difficult situations and guest complaints
- Ability to work effectively in a fast-paced hotel environment
- Commercial awareness and an understanding of departmental performance
- Calm under pressure, solution-focused, and proactive, with a positive can-do attitude
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