Front Office Manager in Crieff

Be part of the Family. We’re a family business through and through – family owned since 1868, family run and with a warm family welcome for guests and team alike. Our seven hotels are unique and set in three stunning Scottish locations. Some are big, some are small, but all offer fantastic food and drink, cozy beds and a wealth of things to do.

We offer an expansive range of benefits to help you make the most of life outside of work, and we’re committed to creating an inclusive culture where everyone feels heard and valued. We treat our guests like family, and we support our people the same way. If you’re someone who lives our values of Be Creative, Be Curious, Be Thoughtful, Be Positive and Be You, you’ll fit right in.

About the role: You’ll promote the department, run it efficiently, optimise revenue, lead the team and grow the business to make sure Crieff Hydro is “a great place to work, a great place to stay and a great business to invest in”. Customer satisfaction is always a key priority. You’ll have procedures and services that make our customers smile, while still meeting legislative requirements and financial targets.

You’ll promote a positive, helpful, professional and caring image to all customers. All your systems, policies and procedures will be customer focussed and health & safety compliant. You’ll respond positively to our customers, either face to face, in writing or by telephone.

Run the department to consistently meet deadlines and the department standards in your Standards of Operations Performance manual. You’ll review, improve and update this where necessary, letting the team know of changes to make sure they consistently deliver standards too. Foster an environment of continuous departmental improvement, including the areas of value for money, product offering, policies & procedures and health & safety.

Manage the booking chart to make sure specific requests from guests are met, they feel special and leave satisfied. Encourage the team to always acknowledge special occasions our guests have. Communicate with Self Catering and Housekeeping on a regular basis, to find out when rooms are ready. Work with others to make sure the customer journey from arrival to departure is a positive experience.

Carry out any necessary investigation, disciplinary and grievance hearings, in line with company procedure. Address any issues with individual team members in line with company procedure. You’ll be clear on and comply with all statutory legislation in relation to employment law and health & safety. Your manager is always there for guidance. You’ll be responsible for keeping your department records up to date and making sure your team understand and follow all core standards.

Make sure all systems and procedures are maintained by the team and you’ll update them to meet business needs. Work closely with the Night Manager to make sure all night audit posting and control measures are in place. Make sure the team follow the maintenance request procedure and report any hazards to the Maintenance team. You’ll motivate the team to consistently live and breathe the company values.

What we need from you: With previous experience managing a busy reception team, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Our ideal candidate can deal efficiently with complaints and has a solid customer service approach.

If this is you then we would love to hear from you!

What you’ll get from us:

• Live-in Accommodation – On-site, affordable housing with bills included may be available. Most rooms are single occupancy with an ensuite, though this isn’t guaranteed. Availability and rates (set by HMRC) can be discussed at interview.
• Free Meals on Shift – Stay fuelled and focused with delicious staff meals while you work.
• Exclusive Discounts – Enjoy free leisure membership for you and a partner, 30% off retail, 50% of food and drinks, and reduced rates on hotel activities.
• Team Rate Hotel Stays – Take time to recharge with discounted stays at all of our hotels from just £30 per night.
• Refer a Friend Bonus – Earn up to £250-£500 for each successful team member or manager which you recommend to us.
• Guest Mention Rewards – Earn £5 every time a guest gives you a positive shoutout in a review.
• A Friendly & Supportive Team – Work in a fun, welcoming environment where team spirit and well-being are a priority.
• Career Progression – With seven hotels, multiple departments, and a wide range of roles, you’ll have plenty of opportunities to grow and explore new career paths.
• Wellbeing Support – Get 24/7 confidential support via the Health Assured Employee Assistance Programme, covering mental health, finances, and more.
• Team Events & Annual Staff Party – We love to celebrate our people! Enjoy team events throughout the year and a legendary annual staff party.