Front Office Manager in London

At Crimson Hotels, we know our colleagues are the key to our success. That’s why we are passionate about creating limitless opportunities for career progression and personal growth, within a supportive and empowering working environment. We are currently seeking an experienced Front Office Manager to join the leadership team at DoubleTree by Hilton London – West End.

The Role

As Front Office Manager, you will lead the front office operations to deliver a warm, welcoming, and memorable guest experience — beginning with the iconic DoubleTree cookie welcome. You will be responsible for ensuring the smooth day-to-day running of the department, driving performance against KPIs, and maintaining full compliance with Hilton and DoubleTree brand standards. This role requires strong leadership, a genuine passion for guest service, and the ability to inspire and empower your team. You will foster an inclusive and positive working culture, encourage innovation, and lead with integrity and sustainability in mind. By setting the standard and leading by example, you will ensure that every guest experience reflects the high standards and values of Crimson Hotels.

Other accountabilities include:

• Lead and oversee the full Front Office operation, ensuring exceptional guest service in line with DoubleTree by Hilton's warm and caring culture.
• Drive team performance to achieve key commercial targets, including Hilton Honors enrolment, Room & Breakfast upselling, and Nor1 revenue objectives.
• Champion guest satisfaction by monitoring Stay Experience scores (Mission 99), resolving concerns professionally, and delivering outstanding service recovery.
• Ensure full compliance with Hilton brand standards, hotel policies, and all relevant health, safety, and legal regulations.
• Maximise room occupancy and revenue through effective yield management and a strong sales-focused approach within the Front Office team.
• Recruit, train, coach, and develop the Assistant Front Office Manager and wider Front Office team, fostering a culture of accountability and continuous improvement.
• Manage departmental rotas, staffing levels, budgets, and performance to meet business demands efficiently.
• Lead employee relations processes including appraisals, development dialogues, coaching, absence management, and disciplinary procedures in line with company policies.
• Maintain strong cross-departmental communication, attending key operational meetings and ensuring the team has up-to-date knowledge of hotel products, services, and local area insights.
• Promote a positive, inclusive, and motivating working environment, conducting regular team briefings and monthly communication meetings to drive engagement and productivity.
• Ensure VIP and returning guests are recognised and receive personalised service to enhance loyalty and brand reputation.
• Prepare and implement structured induction plans for new starters, ensuring completion of all mandatory and brand-specific training.
• Monitor operational risks and proactively implement solutions to maintain a safe, secure, and compliant environment for guests and colleagues.
• Analyse guest feedback, performance data, and operational reports to identify trends and drive continuous improvement initiatives.
• Demonstrate flexibility to adapt working patterns, including weekends and peak business periods, to support operational excellence.

The Person

In addition to having experience in a similar role, you will have exceptional commercial acumen and will demonstrate outstanding leadership skills. You will have a proven track record in coaching and developing a team to deliver intuitive and consistent guest satisfaction and drive guest loyalty. Finally, you will have exceptional attention to detail and be comfortable working with other Head of Departments to nurture the hotel's positioning.

Benefits

• Highly competitive salary and benefits package to include performance-related bonus.
• GoHilton – you and your friends and family can explore the world with discounted room rates through our renowned international travel programme with more than 12 brands under the Hilton Family.
• Private Healthcare Plan – financial assistance towards the cost of healthcare.
• 2 x annual salary life assurance.
• Learning and development opportunities – from lots of in-house and external training courses and programmes and over 1,000 training courses available on 'Hilton University'.
• Opportunities for promotion and transfer across the company and Hilton group on a national and international level.
• Free-of-charge dry-cleaning of work attire.

Eligibility

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required from candidates as part of the recruitment process. Crimson Hotels is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.