Front Office Manager

Overview

The Front Office Manager is responsible for leading the reception and guest relations team, ensuring a seamless guest journey from arrival to departure. This role is hands on, operational, and guest focused, with accountability for service standards, team performance, and front office financial controls.

You'll play a key role in driving guest satisfaction, resolving issues in real time, and maintaining strong communication across all hotel departments.

Key Responsibilities Guest Experience & Service Delivery

• Lead the front office team to deliver a warm, efficient, and personalized guest experience
• Handle escalated guest complaints, ensuring timely resolution and appropriate service recovery
• Monitor guest feedback (including online reviews and internal platforms) and implement improvements
• Ensure clear and consistent communication of hotel facilities, including spa access, pricing, and availability

Operations Management

• Oversee daily front office operations, including check in, check out, room allocations, and billing
• Ensure all reservations, payments, and pre authorisations are handled accurately
• Maintain strong control over cash handling, deposits, and financial procedures
• Work closely with housekeeping, maintenance, and F & B to ensure smooth day to day operations

Team Leadership & Development

• Lead, coach, and develop the reception and guest relations team
• Set clear expectations and hold the team accountable for performance and standards
• Manage rotas, holidays, and staffing levels in line with business needs
• Conduct regular training, including complaint handling and service standards
• Address performance issues promptly, including disciplinary processes where required

Revenue & Commercial Awareness

• Maximize room revenue through effective room allocation and upselling
• Ensure rate and availability strategies are followed and communicated
• Monitor no shows, cancellations, and payment compliance

Systems & Administration

• Ensure accurate use of Opera PMS, including reservations, billing, and guest profiles
• Maintain clear and detailed guest notes and handovers
• Produce and review reports related to performance, revenue, and guest feedback

Standards & Compliance

• Ensure all front office procedures comply with company policies and legal requirements
• Maintain a strong presence at reception during peak periods
• Support Duty Manager shifts as required, including handling incidents and emergencies

What We're Looking For

• Proven experience in a Front Office or Reception Manager role within a busy hotel
• Strong leadership skills with the ability to manage performance and drive accountability
• Excellent communication and complaint handling skills
• Strong attention to detail, particularly around financial controls and systems
• Confident using Opera PMS or similar hotel systems
• Commercial awareness and a proactive, problem solving mindset

What Success Looks Like

• Consistently high guest satisfaction scores and reduced complaints
• A well trained, reliable, and accountable front office team
• Smooth daily operations with minimal errors in billing or guest handling
• Strong collaboration with other departments
• Clear, professional communication both internally and with guests