Front Office Operations Manager

At InterContinental London Park Lane, we are currently looking to for Front Office Operations Manager to join our team.

Welcome to InterContinental London Park Lane

Located at one of the capital's most prestigious addresses, where the late Queen Elizabeth II once resided.

Our hotel redefines traditional luxury, offering a blend of modernity and flexible sophistication in the heart of Mayfair.

Inspired by its scenic views overlooking two Royal Parks, our establishment boasts elegant natural interiors and award-winning seasonal cuisine.

We are looking for a passionate and dynamic Front Office Operations Manager to lead our dedicated team and deliver outstanding guest experiences.

Reporting directly to the Director of Rooms, you will oversee Reception and Instant Service, ensuring our guests are welcomed with warmth and their needs are met throughout their stay.

Working alongside a second Front Office Operations Manager, who leads Club Lounge and Guest Relations, you will share collective responsibility for delivering an elevated and seamless guest journey across all of Front Office.

Together, you will drive service excellence, inspire your teams, and uphold the highest standards of luxury hospitality.

Key Responsibilities:


* Lead and inspire a high-performing Front Office team to deliver exceptional service and guest satisfaction.


* Drive loyalty recognition for IHG reward members, consistently exceeding Heartbeat Medallia scores for overall satisfaction.


* Ensure seamless Front Office operations, aligning with guest expectations to deliver an efficient and satisfying experience.


* Collaborate with the wider Rooms Management Team to meet KPIs and ensure smooth operational execution.


* Maximize cost-effectiveness within Front Office operations while maintaining high service standards.


* Analyse guest feedback to identify areas for improvement and implement strategies to enhance the guest experience.


* Lead initiatives that contribute to the achievement of hotel KPIs, guest satisfaction, and departmental efficiency.


* Foster a culture of inclusion, innovation, and continuous improvement within the Front Office and broader Rooms Division.


* Manage the development, training, and retention of Front Office talent.


* Oversee operational support, providing cover when necessary to ensure sufficient staffing levels across all of Front Office.


* Ensure compliance with statutory regulations and internal procedures, including payroll and cost management.

To succeed as our Front Office Operations Manager, you will have:


* 2+ years of Front Office or Reception management experience in a hotel environment.


* Experience in Food & Beverage functions is a plus.


* Proven ability to implement processes, audits, and training initiatives successfully.


* Strong knowledge of systems (Opera, HotSOS, Excel) to drive operational efficiency and results.


* Awareness of market trends with t...