Front Office Manager
Dalmeny Resort Hotel – St Annes-on-Sea
Salary: From £33,000 per annum, negotiable depending on experience
Permanent | Full-time | 40 hours per week | Five days out of seven
The Dalmeny Resort Hotel is looking to appoint an experienced and commercially focused Front Office Manager to lead our Reception and Central Reservations teams.
Front Office is the heartbeat of our hotel. The department shapes our guests’ first and last impressions, supports every area of the operation and plays a significant part in our commercial success. Our Central Reservations team generates more than 40% of the hotel’s future bookings, making this a highly influential role within the business.
This is a senior, hands-on departmental leadership position. We are therefore looking for someone who is already operating successfully at Front Office Manager level and has a proven track record of leading, developing and holding accountable a team of more than 10 employees.
Reporting directly to the General Manager and working closely with the hotel’s Revenue Manager, you will take full responsibility for the performance of Reception and Central Reservations. You will ensure that consistently high standards of guest service are matched by strong commercial performance, effective team leadership and accurate operating procedures.
Key responsibilities
- Lead, motivate and develop the Reception and Central Reservations teams.
- Set, communicate and consistently maintain clear standards across the department.
- Establish structured induction, training and ongoing development programmes.
- Manage team performance through regular feedback, coaching, reviews and appropriate accountability.
- Ensure every guest receives a warm, professional and efficient experience from initial enquiry through to departure.
- Oversee all reception and reservations procedures, ensuring accuracy, consistency and attention to detail.
- Drive direct bookings, conversion, upselling and revenue opportunities across the department.
- Monitor booking pace, occupancy, rates, lead times, availability and sales performance.
- Work closely with the Revenue Manager to ensure rates, packages, restrictions and promotions are understood and correctly implemented by the team.
- Maintain a strong awareness of our competitors, local demand and the hotel’s position within the marketplace.
- Introduce and monitor meaningful departmental KPIs, including conversion, booking value, response times and individual sales performance.
- Ensure Guestline Rezlynx is used accurately and consistently, including reservations, guest profiles, deposits, billing and rate management.
- Ensure ResDiary bookings are managed correctly and that relevant information is communicated effectively between Reception, Reservations and the Food and Beverage teams.
- Ensure guest requests, feedback and complaints are handled professionally, promptly and to a satisfactory conclusion.
- Produce rotas that provide effective operational coverage while maintaining payroll control.
- Work collaboratively with Housekeeping, Revenue, Sales, Food and Beverage and the wider management team.
- Ensure all financial transactions, reservations, deposits and guest accounts are processed accurately.
- Take ownership of departmental communication so that the team is fully briefed on new rates, packages, events and operational changes.
- Provide visible leadership during busy periods and support the wider hotel operation when required.
About you
To be considered for this position, you must be able to demonstrate:
- Current or recent experience operating successfully as a Front Office Manager within a busy three- or four-star hotel environment.
- A proven track record of directly leading a team of more than 10 employees.
- Strong leadership skills, with the confidence to establish standards, address underperformance and create accountability.
- Demonstrable experience of designing and delivering structured training.
- Strong commercial awareness and an understanding of hotel revenue, occupancy, rates, conversion and upselling.
- Experience of managing both front desk and reservations functions would be highly advantageous.
- A genuine interest in competitor activity, market positioning and identifying commercial opportunities.
- Strong experience of using a hotel property-management system and online booking platforms.
- Previous experience of Guestline Rezlynx and ResDiary would be advantageous.
- The ability to interpret departmental reports and use performance data to drive improvement.
- Excellent communication, organisation and problem-solving skills.
- A calm, professional and guest-focused approach.
- The flexibility to work five days out of seven, including weekends, bank holidays and occasional evenings in line with the needs of the hotel.
This is not an entry-level management position or a first step into departmental leadership. Applicants must already have relevant management experience and be able to provide clear examples of how they have successfully led a sizeable team, improved standards and contributed to commercial performance.
What we offer
- Salary from £33,000 per annum, negotiable depending on experience.
- Permanent, full-time contract.
- 40 hours per week, worked across five days out of seven.
- 28 days’ holiday.
- Complimentary use of the hotel’s leisure club and gym facilities.
- Free meals while on duty.
- The opportunity to lead and shape two departments that are central to both the guest journey and the hotel’s commercial success.
If you are an established Front Office Manager who combines strong operational leadership with genuine commercial awareness, we would be pleased to hear from you.
Please apply with your current CV and a covering letter outlining the size of the teams you have led, your experience of managing Reception and Reservations, and examples of how you have improved departmental standards or commercial performance.
Pay: £33,000.00-£37,500.00 per year
Benefits:
- Canteen
- Free parking
- Gym membership
- On-site parking
Work Location: In person
