Salary: Up to £58,000 + Excellent Benefits
Hours: 40 hours per week
About The Role:
The Royal National Hotel is one of London’s largest and busiest hotels. We are looking for an experienced Front of House Manager who has successfully led front office operations within a high-volume hotel environment of 400+ bedrooms.
This is a hands-on leadership role requiring exceptional operational expertise, commercial awareness and the ability to inspire and manage a large multi-skilled team in a fast-paced 24/7 operation.
What you’ll be doing:
Lead, develop and inspire a large Front Office team, creating a high-performance culture focused on service excellence.
Take overall responsibility for Reception, Guest Services, Lobby and front-of-house operations, ensuring a seamless guest journey from arrival to departure.
Manage daily operations across a high-volume hotel, ensuring service standards remain exceptional during peak occupancy periods.
Drive guest satisfaction scores, online reputation and service recovery processes, personally handling escalated guest concerns.
Monitor staffing levels, rotas, productivity and labour costs to ensure efficient operation.
Coach, mentor and performance-manage team members and supervisors, supporting succession planning and talent development.
Work closely with Revenue, Reservations, Housekeeping, Maintenance and Food & Beverage teams.
Ensure all cash handling, audit, compliance, health & safety and security procedures are followed.
Analyse operational data, guest feedback and KPIs to identify trends and improvements.
Support hotel projects, process improvements and operational change initiatives.
What we’re looking for:
Essential experience leading Front Office operations within a hotel of 400+ bedrooms.
Proven success managing large teams in a fast-paced hospitality environment.
Strong understanding of guest journey, service recovery and front office performance metrics.
Excellent leadership and stakeholder management capabilities.
Commercial awareness with experience managing labour and operational efficiency.
Confident in making decisions under pressure and leading from the front.
What You'll Get:
28 days holiday, rising to 33 with length of service (including bank holidays).
Access to ILH Training Academy programmes, apprenticeships and supported study
Holiday Purchase Scheme
Complimentary uniform dry cleaning, plus discounted personal dry cleaning
Interest-Free Season Ticket Loan
Workplace Pension
Team Member flat-rate and 50% Friends & Family hotel discount
50% discount across ILH food and beverage outlets
Discounted drinks at Blooms Café
Employee-funded Health Cash Plan
Local Bloomsbury discounts
Early Pay access
Shopping discounts with selected retailers
Salary sacrifice schemes including nursery care, Cycle to Work and technology
Access to Mental Health First Aiders, wellbeing support and an Employee Assistance Programme
Apply now and bring your experience, energy, and attention to detail to Front of House at Imperial London Hotels!
#LI-IMP
Salary description
£58000.00 - £58000.00 per year