Assistant Front Office Manager
Location: Mercure Northampton
Reports To: Front Office Manager
Job Summary
The Assistant Front Office Manager supports the Front Office Manager in leading the Front Office department, ensuring exceptional guest experiences and the efficient operation of reception services. The role is responsible for supervising the reception team, driving service excellence, supporting revenue generation initiatives, and maintaining operational standards in line with Mercure and Accor brand expectations.
The Assistant Front Office Manager acts as a leader and role model for the Front Office team, ensuring smooth daily operations while developing colleagues and fostering a culture of guest-focused service.
Key ResponsibilitiesOperational Leadership
- Support the Front Office Manager in the day-to-day management of the Front Office department.
- Lead reception operations to ensure seamless guest arrivals, departures, and overall guest experiences.
- Act as Manager on Duty (MOD) when required and make operational decisions in the absence of senior management.
- Monitor daily room allocations, arrivals, departures, and occupancy levels.
- Ensure compliance with all Front Office policies, procedures, and brand standards.
- Conduct daily operational briefings and shift handovers.
Guest Experience & Service Excellence
- Ensure all guests receive a warm, professional, and personalised service experience.
- Handle complex guest complaints and service recovery situations effectively.
- Monitor guest feedback from surveys, review platforms, and direct comments, implementing action plans where required.
- Drive continuous improvement in guest satisfaction scores and online reputation.
- Ensure VIP guests, loyalty programme members, and special requests are managed to the highest standard.
Team Management & Development
- Supervise, motivate, and develop Reception Team Leaders and Receptionists.
- Assist with recruitment, onboarding, training, and performance management of Front Office colleagues.
- Conduct regular coaching sessions, performance reviews, and development discussions.
- Manage departmental rotas, holidays, and staffing levels to meet operational requirements.
- Foster a positive working environment that promotes teamwork, engagement, and accountability.
- Ensure all team members are trained in brand standards, service procedures, and systems.
Revenue & Commercial Performance
- Support the achievement of departmental and hotel revenue targets.
- Drive upselling initiatives including room upgrades, late check-outs, and additional hotel services.
- Monitor room inventory and work closely with Revenue Management to optimise room allocation and occupancy.
- Ensure accurate management of reservations, overbookings, and room availability.
- Identify opportunities to improve operational efficiency and profitability.
Financial Control & Administration
- Ensure accurate cash handling, banking procedures, and financial controls are followed.
- Monitor and investigate billing discrepancies, guest account issues, and departmental variances.
- Assist in preparing departmental reports and analysing operational performance data.
- Support budget control initiatives within the Front Office department.
Communication & Cross-Department Collaboration
- Maintain effective communication with Housekeeping, Maintenance, Food & Beverage, Sales, and Revenue teams.
Pay: Up to £28,000.00 per year
Benefits:
- Discounted or free food
- Employee discount
- Free parking
- On-site gym
- On-site parking
Work Location: In person
