At a Glance
- Tasks: Lead the front office team to create unforgettable guest experiences and manage daily operations.
- Company: Join a vibrant hotel known for its exceptional service and welcoming atmosphere.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Other info: Opportunity to grow your career in a fast-paced, supportive team.
- Why this job: Be at the forefront of guest satisfaction and make a real impact in hospitality.
- Qualifications: Experience in hotel management and strong leadership skills are essential.
The predicted salary is between 30000 - 32000 £ per year.
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
- #J-18808-Ljbffr
Front Office Manager in Basingstoke employer: Brighton Harbour Hotel
As a Front Office Manager at our esteemed hotel, you will thrive in a dynamic and supportive work environment that prioritises guest satisfaction and team development. We offer competitive benefits, ongoing training opportunities, and a culture that values collaboration and excellence, all set in a vibrant location that enhances your professional journey. Join us to lead a dedicated team and make a meaningful impact on our guests' experiences while advancing your career in the hospitality industry.
