Reporting to the General Manager, you'll lead the Front Office operation, creating memorable guest experiences while driving commercial performance, developing your team and ensuring every arrival, stay and departure runs seamlessly.
This is an exciting opportunity for a customer-focused leader who thrives in a fast-paced environment, enjoys coaching others to succeed, and understands that exceptional hospitality is built on both great people and great attention to detail.
As Front Office Manager, you'll be responsible for delivering outstanding service while ensuring the smooth day-to-day operation of Front Office. You'll lead from the front, creating a welcoming atmosphere for guests, supporting your team to perform at their best and identifying opportunities to maximise revenue and guest satisfaction.
Key responsibilities include:
- Leading, motivating and developing the Front Office team to deliver consistently exceptional guest experiences.
- Driving guest satisfaction, responding confidently to feedback and resolving issues with professionalism and empathy.
- Managing daily Front Office operations, ensuring efficient check-in, check-out and reservation processes.
- Maximising room revenue through effective upselling, occupancy management and close collaboration with the Commercial and Revenue teams.
- Monitoring departmental performance, controlling costs and managing payroll in line with budget.
- Ensuring compliance with brand standards, company procedures, health and safety requirements and security processes.
- Building strong relationships across all hotel departments to deliver a seamless guest journey from arrival to departure.
- Supporting recruitment, onboarding, coaching and succession planning to develop a high-performing Front Office team.
You're a natural people leader who enjoys creating memorable guest experiences while developing others to achieve their potential. You remain calm under pressure, lead by example and understand how exceptional service and commercial success go hand in hand.
We're looking for someone who brings:
- Experience leading a Front Office, Reception or Guest Services team within a hotel environment.
- A genuine passion for delivering exceptional customer service and creating memorable guest experiences.
- Strong leadership skills with the ability to motivate, coach and develop a high-performing team.
- Commercial awareness with experience driving upselling opportunities, occupancy and departmental performance.
- Excellent communication and problem-solving skills, with confidence managing guest queries and resolving complaints.
- Strong organisational skills and the ability to prioritise effectively in a busy operational environment.
- Confidence using hotel systems and technology, with a willingness to embrace new ways of working.
- Flexibility to support the operational needs of the hotel, including weekends and peak trading periods.
Our rewards package includes:
- Career development through fully funded apprenticeships and our internal development programme.
- Access to employee rates, offering huge discounts on hotel stays around the globe!
- Attractive discounts across a variety of major retailers, restaurants and days out.
- Free use of our gyms, pools, and leisure facilities.
- 24/7 access to wellbeing, financial, and legal support through out Employee Assistance Programme.
A member of our recruitment team will be in touch to arrange a 15-minute phone conversation with shortlisted candidates. This will be an opportunity to learn more about the role and for us to understand your experience in more detail. If successful at this stage, you will be invited to meet with the Hiring Manager.
We review applications as they come in, so apply early to avoid missing out. We may close the role once we've found the right person.
At Kew Green Hotels, we're committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [email protected] - we're here to support you.
Kew Green Hotels is one of the UK's leading hotel management companies, operating a diverse portfolio of global brands. We're a people-driven business that's passionate about performance, guest experience, and creating hotels and teams that make us proud.
Learn more about who we are and what drives us at www.kewgreenhotels.com.
