Job Overview
We are seeking an energetic and highly organized Front Office Manager to lead our front desk operations and ensure an exceptional guest experience. In this pivotal role, you will oversee daily front office activities, coordinate guest services, and foster a welcoming atmosphere that reflects our commitment to hospitality excellence. Your leadership will drive team performance, uphold service standards, and create a seamless check-in and check-out process for all visitors. If you thrive in a dynamic environment, possess strong communication skills, and have a passion for hospitality, this is the perfect opportunity to make a positive impact.
Key Responsibilities:
· Deliver exceptional customer service and ensure all guests receive a warm and professional welcome
· Resolve guest complaints promptly and effectively, escalating where appropriate
· Ensure VIP arrival and special requests are managed appropriately
· Maintain excellent knowledge of hotel facilities and local attractions
· Manage the daily operation of the reception desk
· Ensure efficient room status and liase closely with Housekeeping & Maintenance
· Monitor room availability and occupancy levels
· Maintain security procedures, cash handing and key control
· Maximise room revenue through effective upselling
· Monitor room availability and work closely with Sales team.
· Minimise no show and maximise occupancy opportunities
· Recruit, train and develop Front Office colleagues
· Conduct regular one –to-one meetings and performance reviews
· Manage rotas in line with business demand and payroll budgets
· Complete daily financial reconciliations and reporting where required
· Ensure compliance with H&S legislation
· Support fire evacuation procedures and hotel security standards
Skills & Experience:
· Previous experience in a hotel Front Office management role
· Strong leadership and people management skills
· External communication and interpersonal skills
· Commercial awareness
· Ability to work under pressure in a fast paced environment
Desirable:
· Experience with hotel systems such as HotelKey
· First aid & fire Marshall qualification
Work Location: In person
