Front Office Manager

We're not just searching for a manager, we're looking for a presence that sets the tone the moment guests step into Rudding Park.

How warm is your welcome, how confidently do you lead a team, can you turn a busy lobby into a seamless symphony of smiles, solutions, and unforgettable first impressions?

At Rudding Park, the Front Office isn't just a department, it's the heartbeat of the guest experience. We believe the magic happens when professionalism meets personality, and when leadership is delivered with authenticity, positivity, and genuine care.

If you bring energy, elegance, and the ability to make every guest feel like the only guest, then you're exactly who we want to meet.

We're on the lookout for a Front Office Manager who thrives in a guest facing role, inspires their team, and creates moments guests will remember long after check out.

JOB SUMMARY

The Front Office Manager is responsible for leading the day to day operation of the hotel reception, concierge, luggage porters and doormen to ensure an exceptional guest experience. This role focuses on delivering luxury hospitality standards, managing front office staff, maximizing operational efficiency, and creating memorable guest experiences aligned with Rudding Park's values and reputation.

What we are looking for: Skills and Experience Required

• Previous experience in a luxury hotel front office supervisory or management role
• Strong leadership and interpersonal skills
• Excellent communication and problem-solving abilities
• Ability to remain calm under pressure in a fast-paced hospitality environment
• Knowledge of hotel PMS systems and front office software
• Professional appearance and high attention to detail, flexible approach to shifts including evenings, weekends, and bank holidays

Desired Qualities

• Passion for hospitality and guest satisfaction
• Positive, energetic, and approachable personality
• Strong organisational and multitasking abilities
• Commitment to delivering exceptional luxury service standards.

Key Responsibilities Guest Experience & Service

• Deliver outstanding guest service and ensure every guest receives a warm and professional welcome
• Oversee all check in and check out procedures efficiently and accurately for both hotel bedrooms and luxury lodges
• Ensure switchboard is covered and external and internal phones are answered
• Ensure guests are met on arrival in car park and shown to exactly where they need to be
• Handle guest enquiries, complaints, and special requests promptly and professionally
• Ensure VIP guests, returning visitors, and special occasions receive personalised attention
• Maintain high standards throughout reception and front of house areas
• Recruit, train, coach, and motivate front office team members
• Conduct shift briefings and allocate daily duties effectively
• Monitor team performance and maintain high morale and service standards
• Prepare staff rotas and ensure appropriate staffing levels at all times
• Lead by example and support operational shifts when required
• Oversee reception, concierge, luggage porters and doormen co-ordination
• Ensure compliance with hotel policies, health & safety, security, GDPR, and cash handling procedures
• Maintain accurate guest records, billing, and financial procedures
• Produce daily and monthly operational reports including occupancy and guest feedback
• Conduct audits and ensure smooth communication during shift handovers
• Work closely with reservations and revenue teams to maximise occupancy and room revenue
• Encourage upselling of rooms, spa services, dining, and hotel experiences
• Monitor departmental costs and contribute to achieving financial targets
• Monitor NPS scores, forecasts and budgets with a clear understanding and expectations of business forecasts
• Be responsible for Health and Safety as an individual and also to work colleagues, customers and the business, reporting concerns through the Health and Safety processes and procedures.
• Ensure continuous professional development of self, including attending required training courses and seeking means of developing within the business
• Promote continuous improvement in the level of quality and customer care provided by the business and make proposals/suggestions where applicable
• Respect colleagues and the working environment at all times.
• Ensure high standard of dress and self presentation within the working environment
• Undertake any other duties commensurate within the position for which you are qualified.

About Rudding Park

A privately-owned luxury hotel, Rudding Park has 90 bedrooms and suites, a destination spa, three restaurants and a kitchen garden, private cinema, two golf courses and meetings and events venue. Set in 300 acres of landscaped gardens and woodland, Rudding Park is one of the most beautiful Harrogate hotels.

Rudding Park features the first Roof Top Spa in the UK and offers an extensive range hydrotherapy and thermal experiences. We offer an extensive range of treatments and guests can discover the Escape Zone - a peaceful and serene space to relax following a treatment. The Spa also offers an indoor swimming pool using natural waters from the grounds of Rudding Park, a Juniper Log Sauna, Rasul for traditional Moorish mud treatments, Retail Therapy, Hair Studio, Nail and Beauty Studio.