Front Of House Manager

London Source: WhatJobs

£26,000–£36,000

About the Hotel

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey..., Nestled in the vibrant heart of East London's Royal Docks, the Crowne Plaza London Docklands offers an upscale experience with spectacular waterfront views. Just minutes from the ExCeL Exhibition Centre and close to London City Airport, this contemporary hotel boasts 210 stylish rooms, blending comfort with luxury, and caters to both business and leisure guests alike.

Crowne Plaza London Docklands offers an inspiring place to work, where your energy and enthusiasm will be valued in a dynamic team atmosphere. If you're looking to grow in a bustling environment with a commitment to exceptional guest experiences, join us!

Responsibilities

Lead the front office team to deliver outstanding guest service, ensuring every guest feels valued and welcomed
Address guest needs promptly and professionally, building lasting impressions and guest loyalty
Oversee daily front office operations, including check-in/out processes, room assignment accuracy, and seamless billing, with a focus on efficient processes to minimize wait times and uphold high service standards
Recruit, train, and mentor front desk staff to create a positive, collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently
Act as the primary contact for guest concerns, handling complaints with empathy and efficiency, and collaborating with other departments to ensure smooth operations and guest satisfaction
Manage front office budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance
Maintain records of occupancy, rates, and guest profiles, preparing daily, weekly, and monthly reports, and share insights with senior management
Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships
Ensure front desk operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members

Requirements

A minimum of 1-2 years of front desk experience in a supervisory or management capacity within the hospitality industry, ideally in a hotel setting
Proven record of effectively leading a team, building positive dynamics, and coaching for performance
Exceptional communication and interpersonal skills, with a passion for delivering high‑quality guest service and resolving issues professionally
Strong organizational abilities to manage daily operations and administrative tasks efficiently
Familiarity with budgeting, forecasting, and financial reporting, along with knowledge of cash handling, accounts receivable, and basic accounting principles
Proficiency in front desk and property management systems (PMS), such as Opera or similar, along with a working knowledge of Microsoft Office Suite
Resourceful, solution‑oriented, and comfortable making decisions under pressure
Flexibility to work evenings, weekends, and holidays as needed to meet the demands of the hotel industry