Front Office Manager

OUR HOTEL

Holiday Inn Express Manchester Airport is a modern 199-bedroom hotel just minutes from the terminals, popular with both business and leisure travellers. Guests enjoy smart, hassle-free stays with free WiFi, on-site dining, and our signature Express Start breakfast. Behind the scenes, it's our team who make the difference working in a fast-paced, welcoming environment where no two days are the same. As part of the IHG family, joining us means being part of a trusted global brand with opportunities to learn, grow, and build a career in hospitality.

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people:

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year
• Free on-site car parking
• Unsociable hours shift allowance of additional +£2 / +£3 per hour

A DAY IN THE LIFE OF A FRONT OFFICE MANAGER AT OUR HOTEL

What you'll be doing:

• Lead the front office team to deliver outstanding guest service, ensuring every guest feels valued and welcomed
• Address guest needs promptly and professionally, building lasting impressions and guest loyalty
• Oversee daily front office operations, including check in/out processes, room assignment accuracy, and seamless billing, with a focus on efficient processes to minimize wait times and uphold high service standards
• Recruit, train, and mentor front desk staff to create a positive, collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently
• Act as the primary contact for guest concerns, handling complaints with empathy and efficiency, and collaborating with other departments to ensure smooth operations and guest satisfaction
• Manage front office budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance
• Maintain records of occupancy, rates, and guest profiles, preparing daily, weekly, and monthly reports, and share insights with senior management
• Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships
• Ensure front desk operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members

What We Need from You

• A minimum of 1-2 years of front desk experience in a supervisory or management capacity within the hospitality industry, ideally in a hotel setting
• Proven record of effectively leading a team, building positive dynamics, and coaching for performance
• Exceptional communication and interpersonal skills, with a passion for delivering high- quality guest service and resolving issues professionally
• Strong organizational abilities to manage daily operations and administrative tasks efficiently
• Familiarity with budgeting, forecasting, and financial reporting, along with knowledge of cash handling, accounts receivable, and basic accounting principles
• Proficiency in front desk and property management systems (PMS), such as Opera or similar, along with a working knowledge of Microsoft Office Suite
• Resourceful, solution-oriented, and comfortable making decisions under pressure
• Flexibility to work evenings, weekends, and holidays as needed to meet the demands of the hotel industry; 24hrs a day, 365 days a year

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact.

Compensation: Competitive salary