Front of house & Reservations

Company: Crafted

Location: Powdermills Hotel, Battle

Type: Full-Time

We’re not hiring people to fill a seat or add to our headcount. We’re hiring people to craft our culture, ethos and success. This is a big deal for us, and we know it’s a big deal for you: a new role defines how you spend your days, who you spend them with, and what your future looks like. Together, we’ll shape each other’s entire trajectory. That deserves thoughtfulness, empathy and respect. It’s why this job description is deliberately detailed. We want you to know exactly what you’re stepping into. The challenges, the opportunities, the quirks of the role, and the kind of impact you’ll have.

Crafted is a series of life-friendly hotels and spaces where guests can be themselves and fill up on the good stuff: nature, food, wellbeing, craft, people and play. We hope to open several hotels in the coming years, with our first coming in summer 2025: Crafted at Powdermills, East Sussex.

Crafted’s culture will be inclusive and agile but with ambitious goals and a start-up mentality. We need to execute brilliantly from day one and every team member will contribute wherever they are able.

We’re seeking an exceptional FOH & Reservations Manager to join our team at Crafted. Reporting directly to the COO, you will be responsible for overseeing all front-of-house operations, managing the reception team and housekeeping, and driving revenue management strategies. You will be a key player in ensuring our guests receive outstanding service, creating an unforgettable experience through exceptional attention to detail, proactive problem-solving, and going above and beyond expectations.

Your primary responsibilities will be to:

• Manage revenue strategies for the front of house, including room rates, occupancy, and pricing strategies, across direct bookings, OTAs and group enquiries.
• Work closely with the COO, Sales and Marketing team to implement pricing adjustments and maximise revenue.
• Lead, motivate, and manage the reception and housekeeping teams, ensuring all tasks are completed efficiently and to the highest standard.
• Supervise daily operations of the front desk.
• Ensure that every guest receives outstanding hospitality by anticipating needs, providing personalised service, and going above and beyond to exceed expectations.
• Oversee the cleanliness and organisation of guest areas, including the reception area, lobby, and all public spaces, ensuring they meet Crafted’s high standards of presentation.
• Develop and implement training programs to continually improve the team’s skills, hospitality standards, and product knowledge. Provide regular feedback and conduct performance reviews.
• Provide daily, weekly, and monthly reports to the COO regarding occupancy, revenue, and front-of-house operations.
• Identify opportunities for operational improvements and cost control.
• Build strong relationships with guests, acting as a liaison between the front-of-house team and other departments to deliver seamless service.
• Oversee inventory of front-of-house supplies.
• Ensure front-of-house and guest-facing operations adhere to health, safety, and hygiene standards.
• Work closely with other departments, including marketing, food and beverage, and operations.
• Be the go-to person for MEWS, Hijiffy, and Siteminder – owning setup, troubleshooting, reporting and best practice use.

We’re looking for someone with:

• Extensive experience in front-of-house management in the hospitality industry.
• Proven track record in revenue management.
• Confident using MEWS, SiteMinder, and other booking platforms.
• Strong leadership and team management skills, with the ability to motivate and guide a team.
• Exceptional hospitality skills, with the ability to handle high-pressure situations.
• Outstanding attention to detail and commitment to delivering a flawless guest experience.
• Excellent organizational skills with the ability to manage multiple tasks and priorities.
• Experience in training and developing staff to enhance service delivery and team performance.
• Ability to build rapport with guests and create a welcoming, inclusive atmosphere.
• Strong communication skills, and the ability to collaborate with multiple departments.
• Proactive and commercially aware – always looking for ways to improve and optimise.

We hire people with personality who have a desire to continuously learn. Each person should bring themselves to work to shape our culture and keep us real, interesting, and original. To create a comfortable environment for all, guest and staff, we prioritise teamwork over titles: no one’s too important to lend a hand, or too new to have a good opinion. We need low egos but high expectations: people who are humble enough to jump in, and serious about making an impact.

Three values we’ll expect you to live by:

• Enjoy it: it’s still work, but if you’re having fun then so are our guests. It’s ok if you’re humming behind the bar or moving with the music.
• Own it: whoever you are, and whatever your role, someone’s enjoyment is in your hands. Always keep an eye out.
• Improve it: ask for feedback (and don’t be scared of what follows), and be curious. We’ll give you plenty of chances to learn and develop.

Note: positive Environmental, Social and Governance (ESG) principles are integrated across these three values.