Assistant Front Office Manager
Location: Mercure Northampton
Reports To: Front Office Manager
Assistant Front Office Manager (Fully Flexible – 24/7 Operations)
Job Summary: The Assistant Front Office Manager supports the Front Office Manager in the day-to-day operation of the Front Office department, ensuring exceptional guest service and efficient departmental performance. This is a hands-on role requiring the post holder to actively participate in Front Desk operations and provide leadership across all shifts. Full flexibility is required to work days, evenings, nights, weekends, and public holidays in line with business and departmental requirements.
Key Responsibilities/Operational Duties:
- Support the Front Office Manager in the effective management of the Front Office department.
- Lead by example and maintain the highest standards of guest service.
- Act as Manager on Duty when required.
- Ensure departmental procedures, policies, and brand standards are consistently followed.
- Support the Night Team and provide management coverage during overnight operations as required.
- Assist with recruitment, training, coaching, and performance management of team members.
- Liaise with Housekeeping, Reservations, Maintenance, Food & Beverage, and other departments to ensure smooth hotel operations.
Reception and Front Desk Duties:
- Provide hands-on support and cover the Reception Desk as required by business needs.
- Carry out check-ins and check-outs efficiently and professionally.
- Handle guest enquiries, requests, complaints, and resolve issues promptly.
- Process payments and maintain accurate guest accounts.
- Manage room allocations and coordinate arrivals and departures.
- Answer telephone calls, emails, and other guest communications.
- Promote hotel facilities, services, and loyalty programmes.
- Ensure reception areas are maintained to company standards.
- Support night audit procedures and overnight operations when required.
- Ensure all cash handling and administrative procedures are completed accurately.
Leadership Responsibilities:
- Supervise and support the Front Office team during all shifts.
- Maintain effective communication within the department and with other hotel teams.
- Monitor service standards and drive continuous improvement.
- Ensure compliance with health and safety, fire, and security procedures.
Working Pattern: This position forms part of a 24-hour, 7-day operation. The successful candidate must be fully flexible and available to work:
- Early shifts
- Late shifts
- Night shifts
- Weekends
- Bank holidays
Shift patterns will be scheduled according to business and departmental requirements and may vary to ensure adequate operational coverage.
Requirements:
- Previous supervisory or management experience within Front Office or hospitality operations.
- Strong leadership and communication skills.
- Excellent customer service and problem-solving abilities.
- Experience using hotel management systems (Opera knowledge desirable).
- Ability to work under pressure and adapt to changing priorities.
- Willingness to undertake both managerial and operational Reception duties.
- Availability to work a fully flexible rota, including day and night shifts.
Flexibility Clause: Due to the nature of a 24/7 hotel operation, the Assistant Front Office Manager is required to maintain complete flexibility and may be scheduled to work any shift pattern, including days, evenings, nights, weekends, and public holidays. In addition to management responsibilities, the post holder is expected to provide hands-on support and cover Reception Desk duties whenever required to meet business and departmental needs. Duties and working patterns may be adjusted with reasonable notice to ensure the efficient running of the hotel and to maintain service excellence.
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
