Job Description

Front Office Manager - 27-apartments property, London

Collingham Serviced Apartments

,

SW5 0HN

We are seeking an experienced and guest-focused Front Office Manager to lead our Front Office team and ensure an exceptional arrival-to-departure experience for every guest. This is a key leadership role within our 27 Apart-Hotel, requiring strong operational oversight, excellent people management, and a hands-on, service-driven approach.

About the Role

Reporting to the Apart-Hotel Manager, you will oversee all Front Office operations, working closely with Housekeeping and other departments to deliver smooth, efficient, and professional service. You will be the first and last point of contact for guests, ensuring consistently high standards and driving guest satisfaction, while supporting day-to-day operations and deputising for the Apart-Hotel Manager when required.

Key Responsibilities

Guest Experience & Front Office Operations

Deliver exceptional guest service with a warm, professional, proactive approach.

Oversee daily Front Office operations.

Ensure an outstanding welcome and departure experience for all guests.

Liaise closely with Housekeeping to coordinate room readiness, special requests, arrivals, and any guest requirements.

Handle guest queries and complaints professionally, ensuring issues are resolved and logged appropriately.

Maintain accurate guest profiles, registration details, and PMS data through regular checks.

Manage room allocations, preferences, and special requests.

Keep the reception environment calm, organised, and presentable at all times.

Ensure telephone and message-handling standards are met.

Maintain strong, up-to-date local knowledge of London and the area to support and guide guests.

Team Leadership & Performance

Lead, train, and motivate the Front Office team to achieve high service standards.

Ensure staff are trained, competent, and compliant with SOPs and Company policies and procedures.

Deliver training sessions and maintain accurate training records.

Conduct appraisals, coaching, and regular feedback.

Promote a positive, inclusive workplace with strong communication and teamwork.

Uphold grooming, presentation, and hygiene standards within the team.

Monitor attendance, sickness, and overtime.

Maintain an open-door approach to support engagement and development.

Financial & Commercial Responsibilities

Maximise revenue through proactive upselling and offering appropriate rates.

Ensure the team are confident with rates, current offers, and reservations procedures.

Ensure correct payment verification and adherence to cash-handling procedures.

Reconcile cash floats daily and address discrepancies immediately.

Control stock and consumables, managing orders within budget.

Analyse operational and financial reports and take action to improve performance.

Prepare chargeback documentation when required.

Standards, Product Knowledge & Presentation

Ensure all Front of House and Back of House areas are consistently well presented.

Conduct regular inspections of reception, corridors, common areas, and apartments, addressing issues promptly.

Ensure corridors remain clear and compliant with safety standards.

Maintain strict key and access control procedures.

Ensure the team have strong product knowledge of facilities, services, and in-room equipment.

Health, Safety & Compliance

Ensure full compliance with Health & Safety, fire safety, hygiene, COSHH, and all statutory regulations.

Support training on risk assessments and policies, ensuring records are up to date.

Maintain a safe environment for guests, staff, and contractors.

Ensure contractors and visitors follow correct sign-in procedures.

Report and record incidents, accidents, losses, and hazards promptly.

Administration & Planning

Maintain accurate administrative records and ensure documentation is completed correctly.

Assist with rota planning, scheduling, and ensuring clear communication to the team.

Complete all daily, weekly, monthly, quarterly, and annual tasks and reports on time.

Forward-plan effectively while staying flexible to operational needs.

Report maintenance issues promptly and follow up until resolved.

Maintain strong communication with the Apart-Hotel Manager and other departments.

Management Cover

Deputise for the Apart-Hotel Manager in their absence.

Ensure appropriate staff cover is in place 24/7.

Support or cover Front Office roles when required to maintain smooth operations.

Personal Qualities & Skills

Strong leadership and people-management skills

Excellent communication and guest service abilities

Professional appearance, punctuality, and initiative

Calm, decisive, and solutions-focused under pressure

Flexible and adaptable to operational demands

Highly organised with strong planning skills

Motivational, hands-on, and leads by example

Culturally aware and respectful

Opera Cloud PMS knowledge is an advantage

How to Apply

If you are passionate about hospitality, operational excellence, and leading a Front Office team, please apply with your CV. We look forward to hearing from you.

Should you not be successful, we will hold onto your CV for 6 months in case a suitable alternative vacancy comes up. If you do not wish this, please

Job Type: Full-time

Pay: 35,000.00-36,500.00 per year

Benefits:

Employee discount Referral programme
Work Location: In person