Role Purpose
We are seeking an experienced Front Office Manager to take the lead on delivering a best-in-class guest experience within a high-quality hotel environment.
This is a key senior operational role answering to the Director of Rooms and an excellent step-up opportunity for an ambitious Front Office professional looking to progress within a leading 5-star property.
Key Responsibilities
- Lead and develop the Front Office team including reception, concierge, night team and porters
- Deliver a consistently high standard of guest experience across all stages of the guest journey
- Act as a key driver of service excellence and guest satisfaction within the hotel
- Ensure smooth daily operations including arrivals, departures, room allocations and billing accuracy
- Work closely with the Accommodation team to ensure seamless coordination and room readiness
- Handle guest feedback and service recovery with professionalism and confidence
- Monitor and actively improve guest satisfaction scores and online reputation
- Support revenue opportunities including upselling and room optimisation
- Manage staffing levels, rotas and day-to-day performance of the team
- Provide coaching, mentoring and development for Front Office team members
- Deputise for the Director of Rooms when required
About You
This role will suit a motivated hospitality professional who is ready to step up into a more senior leadership position.
You will have:
- Experience in a Front Office Manager or Assistant Front Office Manager within a 4/5-star hotel
- A strong track record of delivering excellent guest service in a busy hotel environment
- The confidence to lead a team and manage daily operational challenges
- A calm, organised and solutions-focused approach under pressure
- Strong communication skills with both guests and colleagues
- A genuine interest in developing people and raising service standards
What We Offer
- A genuine step-up opportunity into a senior role
- The chance to take ownership of a key operational department in a high-quality hotel
- Strong support from an experienced senior leadership team
- Competitive salary and benefits package reflective of experience and responsibility