Front Office Manager
About the Role
We are looking for an experienced and guest-focused Front Office Manager to lead our Front Office team and ensure an exceptional guest experience. You will oversee the daily operation of the Front Desk, manage and develop the team, maintain brand standards, and support the wider hotel operation as a Duty Manager.
Key Responsibilities
Guest Experience & Operations
- Lead all front office operations, ensuring smooth and efficient check-in/check-out experiences.
- Act as the main point of contact for guest feedback.
- Liaise closely with Housekeeping and Maintenance teams to ensure guest rooms and facilities meet brand standards.
- Undertake Duty Manager responsibilities, including evenings and weekends.
Team Leadership
- Recruit, train, coach, and develop Front Office and Night’s team members.
- Manage rotas, holiday requests, and departmental staffing levels.
- Conduct performance reviews, team meetings, and staff welfare discussions.
Commercial & Financial Management
- Manage departmental labour costs and budgets.
- Ensure accurate cash handling, billing, audits, and compliance with financial procedures.
- Support revenue growth through upselling, loyalty programme enrolments, and guest engagement.
- Maintain department SOPs and operational standards.
Compliance & Brand Standards
- Ensure completion of all required training and compliance activities.
- Drive loyalty programme performance and brand standards across the department.
- Maintain high standards of cleanliness, presentation, and professionalism.
Health, Safety & Security
- Promote a strong health and safety culture and maintain departmental compliance records.
- Lead the team during emergency situations and security incidents.
- Ensure GDPR compliance and the secure handling of guest information.
About You
- Previous experience as a Front Office Manager, Assistant Front Office Manager, or similar hotel leadership role.
- Strong leadership and team development skills.
- Excellent customer service and problem-solving abilities.
- Commercially aware with good financial and administrative skills.
- Flexible and willing to work evenings, weekends, and night shift when required.
If you're passionate about hospitality, guest satisfaction, and leading high-performing teams, we'd love to hear from you.
Front Office Manager in Newcastle upon Tyne employer: KE Hotels
Join our vibrant Night Team in the heart of the hospitality sector, where we prioritise exceptional guest experiences and a supportive work environment. We offer competitive benefits, a culture of teamwork, and opportunities for personal and professional growth, all while working in a dynamic location that attracts diverse guests. Embrace the chance to make a meaningful impact on our guests' stays and develop your skills in a rewarding role.
