Front Office Manager

Company Description

Welcome to ibis London Canning Town. We combine the comfort of a 196‑room hotel in one of East London’s fastest‑growing areas with the energy of Chill#08, our cafe‑bar serving cocktails, coffee and live music, and local charm.

Job Description

As our Front Office Manager, you will lead the front office operation with enthusiasm and purpose, ensuring your team delivers warm welcomes, smooth stays, and genuine connections.

Guest Journey And Experience

• Deliver service excellence throughout the guest journey, pre‑arrival to post‑checkout
• Manage day‑to‑day front office operations, including the night team
• Handle complaints with confidence and empathy, using feedback as a tool to grow
• Lead TrustYou and other guest‑feedback platforms, championing a proactive response culture
• Shape the lobby and arrival experience with the Chill#08 team so the ground floor feels like a place to stay in, not walk through
• Promote the ALL Loyalty Programme through genuine recognition and drive upselling across services

Team Leadership

• Inspire, train, and support your team from recruitment to daily motivation. Recruit for personality as much as experience, then train the technical side
• Lead by example on shift, setting the tone for the guest experience
• Ensure all team members understand brand standards and deliver consistently
• Conduct regular performance check‑ins and encourage development

Operations and Commercial Control

• Manage reservations, walk‑ins, room allocations, and overbooking situations smartly
• Ensure all reporting and billing procedures are accurate and secure
• Collaborate daily with all departments to ensure smooth operations
• Monitor local events (O2, ExCeL, and more) and adjust plans to maximise revenue and service delivery
• Support the hotel’s Green Key sustainability programme on the front office side, from guest communication to team training

Qualifications

• Previous experience in a front office leadership role
• Strong system knowledge; Opera Cloud or a similar PMS is a bonus
• A team motivator who communicates with clarity and care
• Calm under pressure and solutions‑focused, especially in guest‑facing challenges
• A natural host: confident, approachable, and hospitality‑minded
• Able to work shifts, weekends, and holidays as part of a rotating leadership schedule
• Fluent English; additional languages are a plus
• Eligible to live and work in the UK

Benefits

• Innovative environment where your ideas matter
• Opportunity to grow within the company
• Career growth: professional development opportunities
• Supportive team of dedicated professionals
• Competitive compensation and comprehensive benefits package
• Free bonus break – 3 free weekends to spend in Accor hotel in the UK (up to availability)
• Discount for you and your friends & family in all Accor hotels worldwide

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