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 for growth in a fast-paced, collaborative setting.
- Why this job: Make a real impact on guest satisfaction and lead a passionate team.
- Qualifications: Experience in hotel management, strong leadership, and excellent communication skills.
The predicted salary is between 30000 - 40000 € per year.
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.
Front Office Manager in Basingstoke employer: Front Office - 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 hospitality.
Contact Detail:
Front Office - Brighton Harbour Hotel Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Front Office Manager in Basingstoke
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for a Front Office Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to guest relations and operational management. We recommend role-playing with a friend or using mock interview platforms to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during interviews! Share specific examples of how you've successfully managed teams and resolved guest complaints in real-time. This will demonstrate your hands-on approach and ability to drive accountability.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Front Office Manager in Basingstoke
Some tips for your application 🫡
Show Your Passion for Guest Experience:When writing your application, let us know how much you care about creating a fantastic guest experience. Share specific examples of how you've gone above and beyond in previous roles to make guests feel special.
Highlight Your Leadership Skills:We want to see your leadership style shine through! Talk about your experience in managing teams, resolving conflicts, and driving performance. Use real-life scenarios to illustrate how you've successfully led a team in a busy environment.
Be Detail-Oriented:Attention to detail is key in this role, especially when it comes to financial controls and systems. Make sure your application is free from typos and errors, and mention any relevant experience with systems like Opera PMS to show you're the right fit.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you'll be able to showcase your skills and experiences in a way that aligns perfectly with what we’re looking for!
How to prepare for a job interview at Front Office - Brighton Harbour Hotel
✨Know Your Guest Experience
Before the interview, think about how you would enhance the guest experience. Be ready to share specific examples of how you've handled guest complaints or improved service delivery in your previous roles. This shows that you understand the importance of guest satisfaction.
✨Showcase Your Leadership Skills
Prepare to discuss your leadership style and how you've successfully managed a team in the past. Think of instances where you’ve coached team members or resolved performance issues. This will demonstrate your ability to lead and develop a high-performing front office team.
✨Familiarise Yourself with Financial Controls
Brush up on your knowledge of financial procedures related to front office operations. Be prepared to talk about your experience with cash handling, billing accuracy, and using systems like Opera PMS. This will highlight your attention to detail and commercial awareness.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing your past experiences. Good communication is key in this role, so be ready to demonstrate how you maintain strong communication across departments and with guests during the interview.
