Front Office Manager

Are you ready for an exciting new chapter within one of Accor’s central London hotels? Novotel London Paddington recently went through a complete transformation of the Reception Lobby, Meeting Facilities and Food & Beverage public spaces. We are currently seeking to recruit an experienced and dynamic Front Office Manager to join our team and uphold our high standards of guest service.

A job, a career or a calling - whatever brings you here, we have something for you!

As part of our team you can have:

• Salary from £38,000 to £40,000 based on experience, service charge and annual bonus scheme
• Tasty meals whilst on duty
• 28 days of holiday including public holidays, increasing with length of service
• Referral bonus
• Free hotel stays across UK
• Discounted rates in Accor worldwide, even for your family and friends
• Staff summer parties, Christmas parties and regular team buildings
• Company pension
• Cycle to work scheme
• Uniforms provided and free laundry
• Eye vouchers and optional private health plan
• Perks and cashbacks for 300+ high-street stores
• Trainings and academy programs to support your career progression

As a Front Office Manager, you will be responsible for overseeing the day-to-day operations of the front desk, ensuring the highest level of guests’ satisfaction. You will lead a team of 13, managing all front office activities to enhance guest experiences and operational efficiency.

Key Responsibilities

• Manage all front office operations, including check-in/check-out procedures, reservations and guest services
• Develop close relationships with guests throughout their stay with the aim of gaining their loyalty
• Handle guest complaints if they have not been dealt with by team members and provides a rapid solution
• Develop the team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments
• Maintain vigilance regarding possible fraud, theft and potential security risks
• Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised
• Support with initiative and commitment the overall objectives of the business in terms of, revenues, costs and team work – whilst developing your personal competency levels
• Design and implements new procedures, when necessary
• Take part in the annual budget preparation for the Front Desk
• Carry out Duty Management functions as required.
• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines.
• Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel
• Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the Hotel
• Ensure the ALL Accor loyalty programme is promoted to guests
• Actively develops the team’s awareness of revenue capture and resolving posting errors and guest queries relating to charges – in order to protect revenues

• Proficient in hotel management software, in particular Opera Cloud
• Minumum of 3-5 years of experience in a front office supervisory or management role
• Excellent leadership, communication and interpersonal skills.
• Strong problem-solving abilities and attention to details.
• Ability to work effectively under pressure
• Essential to be flexible with working hours, including evenings, nights, weekends and bank holidays.
• Fluency in multiple languages is a plus.

About our hotel

A 206 bedrooms Hotel located in the Heart of Paddington Central - 2 minutes’ walk to Little Venice and Paddington Underground Station. Indoor pool, gym, sauna and steam room. Bar, restaurant, outdoor terrace.

Understanding things from our guest’s perspective is key, so while you are settling into your new role we will arrange a one-night stay for you to experience this first hand.

How to apply

If you are a motivated and experienced hospitality professional with a passion for excellence, we invite you to apply for the Front Office Manager position at Novotel London Paddington. Please submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role.

Join us at Novotel London Paddington and be part of a team of Heartists dedicated to creating memorable guest experiences!

Only applicants with proved right to live & work in the UK will be considered.

One more thing…

By working at the Novotel London Paddington you will be part of the Accor network, worldwide hospitality leader. With us, you can be all you are, work with purpose, grow, learn, enjoy and explore Accor’s limitless opportunities. Discover our Talent stories at heart-of-hospitality.com or on Instagram @heart.of.hospitality

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong.

When you submit an application to Novotel London Paddington, trading as AccorInvest UK, the company processes some of your personal data to consider and manage your application. We may also process data supplied to us by third parties, for example one or more of your former employers or a third-party supplier of personality questionnaires. Please note that your answers to any questionnaire will not lead to an automated decision. In our capacity as data controller, we ensure that we comply with all legislation relating to the protection of personal data (in particular the retained EU law version of the General Data Protection Regulation (Regulation (EU) 2016/679) and the Data Protection Act 2018).Information relating to the processing of candidates' personal data and to the exercise of their rights of access, opposition, rectification and deletion is available in our Employee Privacy Policy.