Front Office Manager – The Waldorf Hilton, London

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’S #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!

Conrad London St James is one of Hilton’s three global luxury brands and reflects the bold, inspired and personalised service we offer our guests. The hotel is renowned for its excellent service and is in the top 5% of hotels in London and the Top 10% in the world.

A World of Rewards:

• A global travel program for team members
• Uniforms
• Meals whilst on duty
• To be part of a fabulous team

The hotel, located in the heart of Westminster, features 256 beautifully appointed bedrooms. Our outlets offer team members the opportunity to be part of exciting food and drink concepts while delivering the standards of luxury service that Conrad is renowned for:

• The Blue Boar Pub, opened May 2021, which is a contemporary take on a British pub
• The Hedgerow, the hotel’s first cocktail bar, which takes inspiration from the beauty of the traditional British countryside
• The Pem, a glamourous and elegant restaurant in the centre of the hotel showcasing classic British cuisine using modern techniques
• The Orchard, for afternoon teas and lighter meals
• The Executive Lounge, an exclusive space dedicated to our most valued guests, providing a higher level of luxury and personalized service.

Seven Meetings & Events Spaces, perfectly designed to host a wide range of gatherings and events, each space offers the same commitment to quality, luxury, and service excellence that define Conrad London St. James.

What will I be doing?

• Oversee the Front Office operation to maintain high standards
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand’s loyalty scheme
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Set departmental objectives, work schedules, policies, and procedures
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Manage staff performance issues in compliance with company policies and procedures
• Recruit, manage, train and develop the Front Office team
• Comply with hotel security, fire regulations and all health and safety legislation
• Assist with other departments, as necessary

What are we looking for?

• Forbes experience required
• Experience in a Luxury or Upper Upscale hotel environment is highly preferred, with a strong understanding of elevated guest service standards
• A minimum of 2 years of Front Office supervisory experience in the hotel industry
• High level of IT proficiency
• Good level of commercial awareness and sales capabilities
• Experience of managing people and developing people
• Previous experience of managing a department
• Excellent leadership, interpersonal and communication skills
• Commitment to delivering a high level of guest experience
• Ability to work under pressure
• Excellent grooming standards
• Demonstrates flexibility and the ability to respond effectively to varying operational and guest needs
• Ability to work on your own and as part of a team

Travel:

• St James Park Tube Station – District & Circle Line – across the road
• Westminster Tube Station – Jubilee Line (4 Mins Walk)
• Victoria Station (8 Mins Walk)
• Waterloo Station (10 Mins Walk)

Exact Location: 22-28 Broadway, London, England, SW1H 0BH, United Kingdom