Front of House Manager

About the role

We are seeking an experienced Front of House Manager to lead the Front Office team at ibis London Luton Airport. The role is responsible for delivering exceptional guest experiences, ensuring smooth daily operations and supporting the hotel’s commercial and operational objectives.

Key responsibilities

• Manage daily Front Office operations, guaranteeing efficient and professional service.
• Lead, motivate, coach and develop the Front Office team to maintain a high‑performing environment.
• Oversee guest arrivals, departures, reservations, billing and guest relations for a seamless journey.
• Handle guest complaints and service recovery with professionalism.
• Coordinate group arrivals and departures with all relevant hotel departments.
• Maintain excellent communication with Housekeeping, Maintenance, Food & Beverage and other operational teams.
• Monitor lobby presentation and ensure front‑of‑house areas meet brand standards.
• Ensure compliance with company procedures and health & safety regulations.
• Utilise the OPERA CLOUD Property Management System accurately for reservations, room allocations and reporting.
• Support revenue growth through upselling initiatives and proactive guest engagement.
• Monitor guest feedback and online reviews, implementing improvements as needed.
• Conduct team training, inductions, appraisals and ongoing performance management.
• Participate in management meetings, daily briefings and operational planning sessions.

Required profile

• Previous experience in a Front Office supervisory or management role within hospitality.
• Strong leadership and people‑management abilities.
• Excellent customer service and communication skills.
• Strong organisational and problem‑solving capabilities.
• Ability to work collaboratively with cross‑functional hotel departments.

Required skills

• Proficiency with the OPERA CLOUD Property Management System (PMS).