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- Tasks: Lead a dynamic Guest Services Team and enhance the customer journey.
- Company: Join the welcoming Apex Hotels family with strong values of Trust, Passion, and Teamwork.
- Benefits: Enjoy 35 days holiday, training, gym access, and discounts for you and your family.
- Why this job: Make a real impact on guest experiences in a supportive and innovative environment.
- Qualifications: Customer-focused with strong communication skills and a passion for service excellence.
- Other info: Great career growth opportunities and a chance to bring your personality to work.
The predicted salary is between 28800 - 43200 £ per year.
Why Join Apex Hotels? You will receive a warm welcome into the Apex family on joining us as a Front Office Manager. We genuinely care about our guests and each other and we show this through our family values of Trust, Passion, Friendliness and Teamwork. It is these values that support you to be yourself here at Apex Hotels. By bringing your own personality, passion, and ideas to the role, you will lead and manage an innovative and supportive Guest Services Team. We believe it is our personality, style and friendliness that makes Apex Hotels.
Role Overview: As Front Office Manager you will impact and influence key decisions and strategies within the business. As part of the senior leadership team, this highly visible role will be responsible for overseeing and coordinating the customer journey from arrival through departure and all in stay requirements. Working closely with the General Manager and Operations Manager, this position will be expected to lead on the implementation and execution of all front office customer delivery strategies. You will embrace every opportunity to create extra special moments for our guests to provide a personal experience our guests will want to share.
Main Responsibilities:
- Developing and implementing departmental strategies that will grow customer performance and excellence delivery
- High visibility during key guest demand periods delivering a total lobby experience
- Delivery of monthly Net Promoter and Guest Review Index arrival/in stay/departure targets
- Ownership of the full arrival/in stay/post stay services feedback
- Ownership and measurement of customer preferences profiling in the PMS
- Delivery of over 90% completed Management response on Review Pro
- Responsible for creation, management, and fulfilment of departmental budgets
- Delivery of suggestive upselling training forming part of guest value proposition
- Hosting of weekly and monthly strategy meetings with operational teams and General Manager reviewing key metrics and performance indicators
- Daily / weekly payroll cost analysis in accordance with forecasted and materialised occupancies to ensure optimal performance and immediate overspend correction
About you: We love to welcome people with different experiences and from different places into our Apex family. We want to ensure you get the best experience from the role you begin your journey with us in. To excel within this role, you will have:
- Customer centric driven with a clear focus and ability to enhance the customer journey
- Clear and influencing communicator with the ability to interact across all levels
- Ability to adapt and drive a continuous growth and transformational mindset
- Identifies and manages best resources to achieve targets
- A strong understanding of related Health and Safety requirements
- Coaching, supporting and challenging approach to deliver operational targets
You will work with great people, enjoy your time at work, develop new friendships, networks, and skills, and of course you will also receive a competitive rate of pay and a generous range of employee benefits which includes:
- 35 days holiday
- Training and development from day one
- Employee events and celebrations
- Inhouse company interactive employee communication APP
- Entry to our state-of-the-art gym and pools
- Healthy meals to enjoy while you’re working
- Access to an external Employee Assistance Programme
- Financial Wellbeing App
- Following your first successful 3 months, you’ll also receive access to our discounts and wellbeing platform "Treat Yourself Here", unlocking savings and experiences for you and your family.
- Involvement in our employee recognition schemes
- Long service recognition
- Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two
- 50% discount in our restaurants
- Cycle to Work Scheme
- Discounted room rates for employees, friends, and family
- Spa treatments and product discounts
- Life Assurance cover.
We encourage you to bring your true self to work. We’ll provide great training and development opportunities, allowing you to flourish in a fulfilling career, reaching your dreams and aspirations. Our family can never be too big, there’s a place here for you. We have one ask - that you bring your personality, ideas, and spark. We’re an innovative, thriving business and we want you to be part of our exciting journey.
This role is not eligible for sponsorship under the Skilled Worker visa route. However, candidates who were granted Skilled Worker status prior to 22 July 2025 who have had continuous permission may still qualify for sponsorship. If you are interested, click apply. We look forward to hearing from you.
Front Office Manager in Waterloo employer: Apex Waterloo Place Hotel
Contact Detail:
Apex Waterloo Place Hotel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Front Office Manager in Waterloo
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Apex Hotels' values and mission. Show us how your personality aligns with our family values of Trust, Passion, Friendliness, and Teamwork. This will help you stand out as a candidate who truly fits in.
✨Tip Number 2
Practice your communication skills! As a Front Office Manager, you'll need to influence and interact with various levels of staff and guests. Role-play common scenarios with a friend or family member to boost your confidence and refine your approach.
✨Tip Number 3
Be ready to share your ideas! We love innovative thinkers at Apex Hotels. Prepare a few suggestions on how you could enhance the customer journey or improve team performance. This shows us you're proactive and ready to make an impact from day one.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to explore more about our company and the exciting opportunities we offer. Don’t miss out on being part of our amazing team!
We think you need these skills to ace Front Office Manager in Waterloo
Some tips for your application 🫡
Be Yourself: At StudySmarter, we believe in the power of personality! When writing your application, let your true self shine through. Share your passion for guest services and how you embody our values of Trust, Passion, Friendliness, and Teamwork.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience and skills that align with the Front Office Manager role. We want to see how you can contribute to enhancing the customer journey and driving performance excellence.
Showcase Your Achievements: Don’t be shy about sharing your past successes! Whether it’s improving customer satisfaction scores or leading a successful team, we want to know how you've made an impact in previous roles. Numbers and examples speak volumes!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and get to know you better. Plus, it shows your enthusiasm for joining the Apex family!
How to prepare for a job interview at Apex Waterloo Place Hotel
✨Know the Company Values
Before your interview, take some time to understand Apex Hotels' core values: Trust, Passion, Friendliness, and Teamwork. Think about how your own experiences align with these values and be ready to share specific examples that demonstrate your commitment to them.
✨Showcase Your Customer-Centric Approach
As a Front Office Manager, your focus will be on enhancing the customer journey. Prepare to discuss how you've successfully managed guest experiences in the past. Bring along any metrics or feedback that highlight your impact on customer satisfaction.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Think of scenarios where you had to adapt quickly or lead a team through a busy period. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Leadership Skills
Since this role involves leading a team, be prepared to talk about your leadership style. Share examples of how you've coached or supported team members in the past, and how you plan to foster a positive and productive work environment at Apex Hotels.
