Front Office Manager

Estelle Manor is a rural retreat set on an 85-acre estate in Oxfordshire. The manor has four restaurants, an extraordinary 3,000 sq metre Roman-inspired spa - Eynsham Baths, 108 bedrooms and a gym with class studios and padel courts. Plus, there’s a kids’ club for the little ones and a workspace.

The Role: As the Front Office Manager, you will lead and oversee both the Reception and Guest Services teams, providing exceptional people-first leadership. You will create, build, and deliver clear strategies and processes while overseeing the daily Front Office functions and capabilities at Estelle Manor. You will ensure all guests and members receive an unforgettable experience consistently through empowering your teams while building an environment that fosters and delivers excellence.

The key responsibilities for this role will include but are not limited to:

• Overseeing Reception and Guest Services operations, ensuring close collaboration with all other departments, particularly Guest Relations and Housekeeping, so that each guest journey is seamless and memorable.
• To anticipate member and guest needs, going above and beyond to deliver and exceed them.
• Be fully aware of the preferences of all members and guests staying with us and deliver on these.
• To have a thorough knowledge of OPERA Cloud, Knowcross and Peoplevine, Mapal.
• Meet guests on arrival, throughout their stay and on departure building lasting relationships.
• Handling of any guest complaints, resolving these in a timely manner, with the utmost attention to detail.
• Promptly escalating to senior management levels when and where necessary.
• Manage payroll and scheduling.
• Overseeing creation and development of all Front Office SOP’s and standards and managing these through to delivery.
• Actively suggesting changes or improvements to increase accuracy, efficiency, cost reductions and to improve our member and guest experience.
• Serve as a role model for the team and always demonstrate appropriate behaviours.
• Holding department meetings and attending property wide meetings when and where necessary.
• Being an ambassador for Estelle Manor as well as someone who embodies our values and commitment to our teams both when at work and when not.
• Offering strong leadership, mentoring, and guidance to your team.
• Overseeing creation and development of all training for your team and making sure all colleagues attend culture clinics provided by People and Culture.
• Creating a working environment in which colleagues can be themselves and are able to thrive.
• Motivating your team and colleagues to come up with creative ideas and unique guest and member experiences.
• Ensuring that company and statutory standards and legislations are adhered to, so that our home, members, guests, and colleagues are always kept safe.
• Ensuring that company and statutory hygiene standards and training are maintained.
• Monitoring and responding to all internal and external audits working to create and monitor action plans.
• Being responsible for effective people practices including but not limited to recruitment, onboarding, training, employee engagement, performance, and experience.

Who we are looking for:

• Experience in managing front of house teams within luxury hospitality settings.
• Strong line management experience who is confident in recruiting, training and developing a large and diverse team.
• Someone who is process-driven and confident in analysing, reviewing and actioning any changes.
• Excellent communication skills and comfortable talking to colleagues and senior management as well as being front of house building relationships with our members and guests.
• Excellent organisational skills and tech savvy; OPERA knowledge would be an advantage.

What’s in it for you? At Estelle, we prioritize your well-being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates, biannual socials, and Birthday Wheel surprises. Nurture your well-being with stocked colleague spaces and daily Smart Fridges. Engage in forums shaping The Estelle Way and utilise the provided uniforms and onsite seamstress support. Join us for a fulfilling journey where you are valued, supported, and celebrated.

Benefits:

• Base salary of £47,000 plus £2,000 - £3,000 service charge. Estimated OTE £50,000.
• Biannual company socials plus smaller social and sports groups.
• Exclusive staff rates and F&B discounts across sister properties.
• Estelleversary and Birthday Wheel gifting for all employees (including overnight stays and dinners).
• Colleague spaces stocked with food, drinks and locally sourced coffee.
• Seasonal, daily stocked Smart Fridges with freshly prepared meals while on shift.
• Added protection of our pension, health cash plan and life assurance schemes.
• 30 days holiday, inclusive of bank holidays, which increases with length of service.
• Colleague Forums and Sustainability Committees to help create The Estelle Way.
• Uniform provided, cleaned, and pressed.
• Onsite seamstresses to ensure your uniform is fitted and repaired.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Hotels and Motels