As Front of House Manager, you will oversee daily operations, reception, arrivals, departures, and lounge standards within a five-star hotel in Highland. This permanent position offers a tronc salary, staff accommodation, free parking, and discounts on rooms and dining. You will lead the team to ensure each guest enjoys a seamless, personal experience from pre-arrival to departure, upholding Forbes service expectations. Your remit covers guest communication, team management, and maintaining exacting standards across all front-of-house areas. This role suits a seasoned professional with strong leadership skills, refined hospitality expertise, and a commitment to delivering memorable stays.
Front of House Manager - 5 star hotel - Scottish Highlands Great salary Tronc Staff accommodation is available Free on-site parking Discounts on rooms and Fandamp;B within the group Other company benefits
Main Responsibilities
- Guest Experience - Lead the preparation and delivery of all guest arrivalsandnbsp;
- Maintain a visible and welcoming presence across reception, lounges and guest-facing areas, engaging confidently with guests throughout their stay.
- Oversee guest communication before, during and after stays, ensuring preferences, requests, celebrations and special occasions are understood, recorded and acted upon.
- Manage VIP stays, private dining, small events, exclusive-use bookings and special guest experiences with attention to detail and clear communication across departments.
- Handle guest feedback, concerns and complaints professionally in line with Forbes standards and company procedures, ensuring prompt resolution and appropriate follow-up.
- Regularly review the full guest journey, identifying opportunities to elevate service, anticipate needs and create incredible memories for guests.
- Team Leadership - Lead, coach and motivate the Front of House team to deliver friendly, faultless and anticipatoryandnbsp;service.
- Create a positive, professional and inclusive working environment where team members feelandnbsp;supported, informed and accountable.
- Manage recruitment, induction, training, probation, performance and development for the Front of andnbsp;House team in partnership with People and Culture.
- Run effective briefings and handovers so that guest information, priorities and operational actionsandnbsp;are communicated clearly.andnbsp; andnbsp;
- Health, Safety and Standards - Ensure Front of House areas are safe, clean, organised and presented to the hotel''s standardsandnbsp;at all times.
- Promote a strong safety culture by encouraging the team to report concerns, hazards, near missesandnbsp;and maintenance issues promptly.
- Ensure self and team comply with relevant health and safety, fire, security, data protection, cashandnbsp;handling and company procedures.
- Take appropriate action when standards are not met, diagnosing the cause and following through toandnbsp;completion.
Salary dependant on experience.
Kellan Group (including all of our brands, Berkeley Scott and Xpress Recruitment) are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability.
We operate as an employment agency and employment business.
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