About the Role
We are looking for a warm, professional and guest-centred Hotel Front Office Manager to lead the Front Office team at our quality 4-star hotel in the South Lakes, Cumbria.
This is a key leadership role within the hotel, responsible for delivering an exceptional guest journey from the first enquiry through to booking, pre-arrival, stay and departure. You will lead a Front Office team of up to five people, support revenue and occupancy through excellent reservations handling and upselling, and work closely with Central Reservations, Revenue, Commercial, Food & Beverage, Spa and Housekeeping colleagues.
You will also act as Duty Manager as part of the hotel management rota and provide Housekeeping oversight when covering for the Housekeeping Supervisor. The ideal candidate will be a confident, organised and hands-on hospitality leader who takes pride in high standards, calm service and a positive team culture.
Key Responsibilities
Front Office Leadership and Guest Experience
· Lead, support and develop the Front Office team, ensuring a warm, efficient and professional welcome for every guest.
· Oversee the full guest journey, including enquiries, bookings, pre-arrival communication, check-in, check-out, billing, guest communication and complaint resolution.
· Maintain a calm, organised and professional front office environment that reflects the standards of a quality 4-star hotel.
· Embed and maintain Standard Operating Procedures across Front Office.
· Liaise daily with Housekeeping to support smooth room readiness and guest service.
· Prepare rotas and manage payroll in line with budget.
· Support recruitment, retention, training and performance management within the team.
· Take responsibility for business reconciliation and related financial reporting.
Bookings, Reservations and Revenue
· Oversee and drive resident and non-resident food and beverage bookings, ensuring strong table utilisation and clear communication with the restaurant team.
· Oversee and drive spa bookings, working closely with the spa team to maximise treatment occupancy and guest satisfaction.
· Ensure the Front Office team contributes to revenue goals through upselling, accurate booking handling and proactive guest engagement.
· Support Groups and Events administration where required.
Duty Management and Cross-Department Support
· Act as Duty Manager as part of the hotel management rota.
· Respond confidently and professionally to guest issues, operational challenges and unexpected situations.
· Maintain a safe working environment and follow hotel procedures.
· Oversee the Housekeeping team when covering for the Housekeeping Supervisor.
· Build strong working relationships across departments and lead by example in behaviour, communication and guest interaction.
What We’re Looking For
· Previous experience in a Front Office leadership role within a quality hotel environment.
· A warm, confident and guest-centred leadership style.
· Excellent communication, organisation and problem-solving skills.
· Knowledge of hotel PMS systems, reservations processes and revenue awareness.
· Ability to remain calm, professional and solutions-focused in a fast-paced hospitality environment.
· Experience supporting team training, coaching, performance and service standards.
· Flexibility to work shifts, weekends, evenings and public holidays as required.
· Fluent English is required.
· A driving licence is preferred.
About You
· Naturally welcoming, polished and professional.
· Proactive, organised and able to take ownership of the guest journey.
· Detail-oriented, with pride in maintaining high standards.
· A positive influencer who builds strong relationships across departments.
· A team-focused leader who inspires confidence, trust and pride in service.
Benefits
· Employee discounts
· Uniform provided
· Free parking
· On-site gym
Job Details
· Job title: Hotel Front Office Manager
· Department: Front Office
· Reports to: General Manager
· Salary: Up to 35k depending on experience (45 hours per week)
· Hours: 45 hours per week
Pay: £32,000.00-£35,000.00 per year
Benefits:
- Discounted or free food
- Employee discount
- Free parking
- On-site gym
- On-site parking
- Sick pay
Work Location: In person
