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- Tasks: Lead the Reception Team to deliver exceptional guest service and improve operational efficiency.
- Company: Join Hand Picked Hotels, a collection of luxury country houses known for their unique charm and stunning locations.
- Benefits: Enjoy a competitive salary, generous holiday allowance, and perks like discounted stays and training opportunities.
- Why this job: Be part of a passionate team that values individuality, community, and creating memorable experiences for guests.
- Qualifications: Management experience in a luxury hotel reception is essential; coaching and team motivation skills are a must.
- Other info: This role offers career progression and a supportive environment focused on diversity and inclusion.
The predicted salary is between 28000 - 42000 £ per year.
About the Company
Hand Picked Hotels is a beautiful collection of 21 privately owned, luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location, from Scotland to the Channel Islands, offering breathtaking views, from vast countryside to expansive beaches, to lush woodlands. With every need taken care of, the team at each hotel ensures every guest has a magical experience, encouraging them to return time and time again.
Hand Picked Hotels was founded in 2001 by owner and Chairman, Julia Hands MBE. Whilst each hotel is individual, every property fulfils the company values of family and community, Individuality, Care, Aiming Higher and Delighting our guests ensuring a hand picked experience for every guest and employee.
We are currently recruiting for a Front Office Manager at Bailbrook House Hotel, part of Hand Picked Hotels. Bailbrook House Hotel is a prestigious luxury country house hotel, steeped in history and located within the beautiful city of Bath. Bailbrook House Hotel has 88 bedrooms spread across the Mansion house and court and has been awarded 4 Silver stars by the AA. It is a popular venue for relaxing weekends away or for weddings and events.
About the Role
The role of a Front Office Manager is to be responsible for ensuring that the Reception Team consistently delivers exceptional service, putting the guest at the heart of all activities. You will be leading the team in the effective delivery of department goals, planning and organising work activities, seeking to continuously improve ways of working and engaging the team to do the same. Maintaining a safe, healthy and secure workplace environment, following all work protocols and engaging the team with training and upsell initiatives. Building effective relationships to create a positive learning environment will be a key requirement to ensure the success of the department and team. Making clear, confident decisions will be second nature to you, consulting with others where needed ensuring you all reach the same goals. Being able to demonstrate a good understanding of business financials including labour costs, forecasting and budgets. Most of all we will want you to be inspired, have fun and enjoy being part of our Passionate Hand Picked Team.
About you:
- Previous experience working at Management level within Reception or Front Office is a requirement for this role, ideally with a 4/5-star luxury hotel.
- Having a good working knowledge of Opera is desirable but not essential.
- Proven experience of managing, coaching and developing teams, and you will enjoy motivating others to be their best, achieve their goals and full potential.
- Being driven to deliver outstanding and memorable customer service, ensuring our guests feel at home will be your passion and motivation.
- You will be excellent at building a rapport with colleagues and guests.
- Most of all, you will have a professional, organised and friendly approach and be able to anticipate our guests' needs and create memories.
Company Benefits
- A competitive salary package of £35,000 - £37,000 per year, plus a share of service charge.
- This is a Full-Time role working 5 days out of 7 including weekends on a rota basis, 40 hours per week, which may vary depending on business needs.
- Company pension scheme with a generous employer contribution.
- Life assurance scheme.
- Employee Assistance Program to support you with whatever life throws at you.
- Company Sickness Scheme Benefit.
- 28 days holiday per year including bank holidays, increasing to 33 days including bank holidays with length of service.
- Forward career progression, with access to our In House and external training programs, including apprenticeships up to level 7, which are all supported by our learning and development team.
- Discounted staff stays in our hotels and on food & drink.
- Annual loyalty awards (like afternoon teas and overnight stays).
- Online retail discount platform offering thousands of savings with high street retailers and restaurants as well as a health and well-being platform.
- Opportunity to make lifelong friendships and be part of a team that celebrates Diversity and Inclusion.
Hand Picked Hotels is an Equal Opportunities employer. Candidates must be eligible to live and work in the UK.
Contact Detail:
HandPicked Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Front Office Manager
✨Tip Number 1
Familiarise yourself with the unique offerings of Hand Picked Hotels. Understanding their values and what makes each hotel special will help you connect with the team during your interview and demonstrate your genuine interest in the company.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed and motivated teams in previous roles. Highlighting specific instances where you've improved service delivery or team performance will resonate well with the hiring managers.
✨Tip Number 3
Research the local area of Bath and its attractions. Being knowledgeable about the region can help you engage with guests more effectively and show that you're ready to enhance their experience at Bailbrook House Hotel.
✨Tip Number 4
Prepare to discuss your understanding of financial management within a hotel context. Be ready to talk about how you've handled budgets, forecasting, and labour costs in past positions, as this is crucial for the Front Office Manager role.
We think you need these skills to ace Front Office Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your previous management experience in reception or front office roles, especially in 4/5-star luxury hotels. Emphasise your skills in team management, customer service, and any relevant software knowledge like Opera.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering outstanding customer service and how you can contribute to creating memorable experiences for guests. Mention specific examples from your past roles that demonstrate your ability to lead and motivate a team.
Showcase Your Understanding of the Company: Research Hand Picked Hotels and incorporate your understanding of their values and mission into your application. Highlight how your personal values align with theirs, particularly around individuality, care, and community.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Front Office Manager role.
How to prepare for a job interview at HandPicked Hotels
✨Showcase Your Leadership Skills
As a Front Office Manager, you'll be leading a team. Be prepared to discuss your previous management experiences, focusing on how you've motivated and developed your team members. Share specific examples of how you’ve improved team performance or customer service.
✨Understand the Company Values
Familiarise yourself with Hand Picked Hotels' core values: family and community, individuality, care, aiming higher, and delighting guests. During the interview, demonstrate how your personal values align with these principles and how you can contribute to creating a magical experience for guests.
✨Prepare for Financial Discussions
Since the role involves understanding business financials, brush up on your knowledge of labour costs, forecasting, and budgeting. Be ready to discuss how you have managed budgets in the past and how you plan to ensure financial efficiency in your new role.
✨Emphasise Customer Service Excellence
Customer service is at the heart of this role. Prepare to share stories that highlight your commitment to outstanding service. Think about times when you went above and beyond for a guest or resolved a challenging situation effectively.
