Meliá London Kensington, member of Meliá Collection, is an elegant boutique hotel (76 bedrooms) accompanied by the most exquisite service and a refined air. Tradition and avant-garde in the purest English style, this city hotel with elegant rooms and suites fits in perfectly to the most select neighborhood in the city.
Front Office Manager
Department: Reception
Location: Meliá London Kensington
Report to: Hotel Manager
Package: £39,400 + bonus
What’s in it for you?
- Competitive salary plus variable bonus scheme
- Global career opportunities across more than 350 hotels worldwide
- Exclusive hotel rates for you, your friends & family with Meliá Hotels Worldwide
- Company pension scheme
- Refer-a-friend bonus (£500 after successful completion of probation)
- 29 days’ holiday including public holidays
- Health cash plan & discounted dental cover with HSF
- Unlimited access to Meliá’s global e-learning platform
- Awards & recognition programmes
- High-street discounts through Perks at Work
- Complimentary meals on duty
- Loyalty rewards and additional employee benefits
About the Role
We are seeking an experienced and guest-focused Front Office Manager to lead the daily operations of the Front Office Department, ensuring exceptional guest satisfaction and the highest standards of customer care. The successful candidate will oversee front office operations, develop and motivate the team, maintain service standards, and identify opportunities to improve efficiency, enhance the guest experience, and maximize revenue.
Key Responsibilities
- Oversee the day-to-day operations of the Front Office Department, ensuring all guests receive efficient, professional, and courteous service in line with hotel standards.
- Prepare and manage staff rotas in line with business levels, working closely with the Hotel Manager to control overtime effectively and ensure timesheets are completed accurately and submitted on time.
- Undertake Duty Management shifts according to the rota and work flexibly across shifts to support the smooth running of hotel operations.
- Monitor guest interactions and reception service, ensuring consistently high standards of hospitality, professionalism, and customer care.
- Lead, train, and develop the Front Office team, reinforcing existing service standards and implementing new procedures and improvements where necessary.
- Actively promote the hotel, its facilities, and available services to maximize guest engagement and revenue opportunities.
- Drive bedroom upselling and other revenue-generating initiatives, ensuring departmental and corporate targets, including MAS and upselling objectives, are achieved.
- Work closely with other departments and hotel management to ensure seamless communication, efficient operations, and an exceptional overall guest experience.
- Identify opportunities to improve front office processes, service delivery, and operational efficiency while maintaining the highest standards of guest satisfaction.
What We Are Looking For
- Right to Work on the UK
- A minimum of 2 years’ experience in a Front Office role, preferably within the hotel or hospitality industry.
- Fluent English is essential; Spanish and Italian language skills would be an advantage.
- Knowledge of the OPERA Property Management System (PMS), (Opera Cloud*)
- Excellent communication, interpersonal, and customer service skills.
- Strong organizational skills, with the ability to manage staff rotas, control costs, and prioritize operational needs.
- A proactive, hands-on approach with the ability to lead, motivate, and develop a team.
- A strong commercial mindset, with a focus on upselling, revenue generation, and achieving departmental targets.
- A passion for hospitality and a commitment to delivering outstanding guest experiences.
