Henrietta Hotel opened in 2017, right in the heart of bustling Covent Garden. A haven nestled away from the busy streets outside, Henrietta is comprised of 40 rooms divided into two buildings. In the summer of 2024, renowned British chef Jackson Boxer took the helm of the restaurant, reimagining the food offering against the backdrop of a full restaurant redesign. Expect nods to their Parisian heritage and the city’s famed bistros, as well as to Covent Garden’s rich history. Taking inspiration from London’s continental neighbours, the menu at Henri reflects the culinary traditions and timeless appeal of a Parisian bistro, serving Jackson’s take on French classics alongside signature Experimental cocktails.
Job: Front Office Manager
Location: Covent Garden, London
Contract: Full Time
Salary: £40,000 gross per annum
About the Role:
We’re looking for a warm, organised, and
people-focused Front Office Manager
to lead our reception team. You’ll make sure everything runs smoothly at the
front desk — from check-ins and check-outs to creating a welcoming atmosphere
for every guest. This role suits someone who loves working with people, enjoys
supporting a close-knit team, and takes pride in keeping things running
efficiently behind the scenes.
Key
Responsibilities
Front Office & Guest Operations:
- Greet and
assist guests on arrival and departure, managing all check-in and check-out
procedures.
- Oversee reception
operations, including invoicing, payments, concierge services, bookings,
and guest information.
- Manage currency
exchange, card payments, and cash transactions, ensuring accurate postings
in Opera and Adyen reconciliation.
- Verify and maintain
accurate customer and reservation data, including OTA/TA/TO bookings.
- Review monthly commission (OTA and TA) reports and
invoices
- Ensure that TACS transactions are uploaded correctly and
submitted on time.
- Ensure efficient
handling of calls, requests, and enquiries.
- Manage the hotel’s
general mailbox, ensuring all correspondence is responded to or redirected
promptly.
- Ensure that the hotel
entrance and reception workspaces remain organised, clean, and welcoming
at all times.
Team Leadership & Coordination:
- Collaborate with the
Hotel Manager and Assistant Hotel Manager to finalise staff schedule and
communicate to the team.
- Manage and support both the day and
night reception teams, ensuring smooth running of daily operations.
- Monitor Reception team
performance, training plans, and action points to support development and
service quality, in line with Experimental Standards.
- Prepare monthly
Reception meeting agendas and follow up on agreed actions.
- Facilitate smooth
communication and cooperation with Housekeeping, Restaurant, and other
departments.
Guest Relations & Service:
- Handle guest feedback
and complaints in a professional and timely manner, working closely with Hotel
Manager and Assistant Hotel Manager to ensure guest satisfaction.
- Coordinate daily
operations to deliver a consistently high standard of customer service in
line with Experimental standards.
- Monitor guest feedback
platforms and address issues while guests are in-house.
Administration:
- Maintain and track
stationery and key inventories with accurate record-keeping.
- Perform weekly cash
counts and deposits.
- Maintain high security
standards at the front desk, protecting guests, property, goods, and key
control systems.
- Provide operational
updates that may impact guest experience or daily hotel sales.
- Support the management
team in implementing the hotel’s daily sales strategy.
ABOUT YOU
A Hotel
Receptionist is always working on behalf of our guests and working with other
team members. To successfully fill this role, you should maintain the attitude
and skills that follow:
- Social, engaging and
motivated.
- Flexibility to respond
quickly and positively to a range of work situations.
- Be well spoken with excellent
communication skills.
- Knowledge as well as
abilities in other languages would be beneficial.
- Attention to details and
customer needs.
- Proficiency with
Microsoft Office Suite and PMS (Oracle, Opera, Micros).
WHAT IT IS LIKE
TO WORK FOR US?
Whether you’re looking for an entry-level
employment or a new opportunity to evolve, we make a point to recruit, develop,
and retain the most motivated and talented people from all backgrounds and
skills. Here is what we can offer:
- On the job and personalised training to develop the
technical and managerial skills necessary to develop a clear career path:
weekly masterclass, internal training and training with brands, incentive, etc.
- Possibility of inner company mobility within our foreign
venues such as Italy, France, Spain or Switzerland.
- Staff discounts and benefits.
- Pension
scheme.