Overview
Front Office Manager – London
Waldorf Astoria London – Admiralty Arch is seeking a Front Office Manager to join the pre-opening team for this highly anticipated new luxury hotel opening later this year.
This is a unique opportunity for an experienced luxury hospitality leader to join the founding team and help shape the guest experience at this landmark hotel.
Located at the end of The Mall opposite Buckingham Palace, Waldorf Astoria London – Admiralty Arch will feature 100 elegant rooms and suites and 17,500 sqft of private residences. The hotel will open with two signature restaurants – Coreus by Clare Smyth and Café Boulud by Daniel Boulud – bringing together two of the world’s most celebrated Michelin-starred chefs. Guests will also enjoy a world-class spa, state-of-the-art fitness facilities, and a collection of grand event spaces, including a ballroom for up to 320 guests.
Waldorf Astoria Hotels & Resorts is Hilton’s flagship luxury brand, known for its timeless elegance, iconic properties, and sincerely elevated service that delivers bespoke, once-in-a-lifetime experiences in the world’s most sought-after destinations.
WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2026
Proudly voted by our Team Members
A World of Rewards
- Complimentary, nourishing meals provided while on duty
- Exceptional development programmes, designed to support and accelerate your growth at every stage
- Opportunities to make a meaningful impact through our industry-leading Corporate Responsibility initiatives
- Team Member Travel Programme, offering exclusive discounted stays and 50% off food & beverage
- High street savings through Perks at Work
- 28 days’ holiday, including bank holidays, rising to 33 days with length of service
We are looking for hospitality professionals who are passionate about delivering an exceptional fives star guest experience, consistently upholding the worldclass service standards recognised by Forbes.
What will I be doing?
A Front Office Manager leads Front Office operations, ensuring the Reception team and Switchboard team are fully prepared, informed, and empowered to deliver a consistently exceptional guest journey from arrival through departure.
As a Front Office Manager, you will be entrusted with overseeing all Reception and Switchboard operations, shaping the first and lasting impressions of our Guests. You will uphold the highest standards of luxury hospitality and be responsible for the following:
- Oversee the complete Front Office operation, ensuring exceptional standards of service, efficiency, and presentation at all times
- Monitor guest satisfaction levels and service trends, driving continuous improvement initiatives to enhance the guest experience
- Ensure regular and VIP Guests are recognised and valued, while maintaining a sales-focused mindset that actively promotes the brand’s loyalty programme
- Optimise room occupancy at the best available rates, applying refined up-selling and cross-selling techniques to enhance guest experience and revenue performance
- Establish Reception and Switchboard departmental objectives, targets, work schedules, budgets, policies, and procedures
- Monitor the appearance, conduct, and performance of Front Office Team Members, with a strong focus on coaching, training, and collaboration
- Ensure Team Members maintain up-to-date knowledge of hotel products, services, pricing, policies, and the local area, supported by continuous training and development
- Foster effective communication and strong working relationships across all hotel departments
- Ensure staffing levels are aligned with business volumes and service expectations
- Lead monthly communication meetings, ensuring clear documentation and follow-up actions
- Manage team performance matters in accordance with company policies and procedures
- Recruit, manage, train, and develop a high-performing Reception and Switchboard team
- Operate front-of-house systems and property management platforms in full compliance with brand standards and procedures
- Support other departments as required to ensure the seamless operation of the hotel
What are we looking for?
Front Office Managers serving Hilton brands consistently act as ambassadors for service excellence, working collaboratively with colleagues to exceed guest expectations. To succeed in this role, you will demonstrate the following behaviours, skills, and experience:
- Previous supervisory experience within Front Office in the hotel, leisure, or retail sector
- A high level of IT proficiency
- Strong commercial awareness with proven sales and revenue optimisation capability
- Demonstrated experience in leading, managing, and developing teams
- Previous experience managing a department, including Profit and Loss responsibility
- Exceptional leadership, interpersonal, and communication skills
- Strong accountability, resilience, and emotional intelligence
- A genuine commitment to delivering elevated guest experiences
- The ability to perform effectively under pressure in a fast-paced luxury environment
- Impeccable grooming and presentation standards
- Flexibility to adapt to a variety of operational and business needs
- The ability to work independently while contributing effectively as part of a team
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Experience in a similar role in an ultra-luxury hospitality environment
- Familiar with Property Management Systems
- A degree or diploma in Hotel Management or equivalent
What It Takes to Make the Stay
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests-we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career-and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay-we’re a great place to work.
Exact Location: London, United Kingdom
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
