Front Office Operations Manager

At InterContinental London Park Lane, we are currently looking for a 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.
• Maximise 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 the ability to implement new ideas and strategies.
• Excellent communication, leadership, and problem-solving skills.
• A commitment to fostering an inclusive environment, developing team talent, and delivering excellent guest experiences.

If you think this sounds like you, we would love to hear from you!

What’s in it for you as our Front Office Operations Manager:

• £50,000 per annum plus service charge, paid overtime, upsell incentive plan, and other great IHG perks!
• 31 days holiday each year, including bank holidays, increasing up to a maximum of 33 days (Pro Rated).
• Company sick pay and life insurance.
• Free meals on duty.
• Professional career development with our IHG Leadership programs.
• Amazing discounts for our hotels and restaurants around the world.
• Discounts from over 15,000 stores – all the way from retail to cinema.

Most importantly, we’ll help you grow, develop you as an individual, and inspire incredible.

At InterContinental London Park Lane, our ambition is to define our unique culture. The kind of culture that inspires you to be all you can be. An invitation to tap into your unique personality to deliver and achieve incredible things. An expectation to play your part in empowering and inspiring others. An opportunity to learn, grow, and push what is possible. The promise of a personal and professional journey. A place where everyone can belong and feel part of something bigger.

We are open 7 days a week, 365 days a year and need people to work a range of shifts and days. Please click ‘apply’ now!

You must meet the legal requirements to work in the UK. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status, or any other characteristic protected by law.

Don't quite meet every single requirement, but still believe you’d be a great fit for the job? We’ll never know unless you hit the ‘Apply’ button. Start your journey with us today.