Front Office Manager in Stoke Poges

Stoke Park is a luxury hotel and golfing estate located in Stoke Poges, set within 300 acres of breathtaking parkland, lakes, and historic gardens. With a rich history spanning over a thousand years, Stoke Park is renowned for its exceptional service, elegance, and premier facilities, including world‑class dining and championship golf courses. Known for its heritage and excellence, Stoke Park has become a favoured destination for leisure, weddings, events, and business gatherings, offering a unique blend of tradition and modern luxury.

The Front Office Manager is responsible for leading and overseeing the full Front Office operation at Stoke Park, ensuring an exceptional guest arrival, stay, and departure experience. This includes the effective management of reception, concierge, porterage, valet, and guest services teams, in line with Stoke Park’s five‑star luxury standards. The role ensures operational excellence, guest satisfaction, revenue protection, and the smooth day‑to‑day running of all front‑of‑house functions.

• Lead all daily front office operations to deliver flawless check‑in, check‑out, billing accuracy, and service recovery.
• Maintain high presence in lobby and guest‑facing areas; proactively engage with guests and resolve issues promptly.
• Ensure all guests receive a seamless, luxury arrival and departure experience.
• Coordinate closely with all other departments to ensure operational readiness.
• Maintain and develop front office SOPs aligned with Stoke Park’s service standards and heritage.

• Oversee duty management coverage and ensure effective communication channels across the team.
• Ensure efficient allocation of responsibilities between Front Office Supervisors, Front Office Assistants, Valet, Doormen, and Kart Drivers/Porters.
• Manage room assignments, upgrades, and VIP pre‑arrival planning.
• Ensure accurate handling of guest accounts, deposits, billing instructions, and cash.
• Oversee lost property, guest deliveries, luggage handling, and transport coordination.

• Protect room revenue through accurate billing, overbooking controls, and audit compliance.
• Support upselling initiatives across the guest journey.
• Monitor labour planning to ensure staffing meets operational and budgeted levels.
• Control the cost of front office amenities, uniforms, equipment, and consumables.
• Partner with Finance on cash handling, compliance checks, and internal audits.
• Lead, coach, and support the Front Office team.
• Deliver daily briefings, performance feedback, and regular one‑to‑one check‑ins.
• Manage rota planning, attendance, and performance reviews in line with company policies.
• Promote a culture of warmth, professionalism, accountability, and five‑star service delivery.
• Support the induction and training of all new Front Office team members.

• Ensure adherence to all health & safety, fire, emergency, and security procedures.
• Maintain full compliance with policies outlined in the Employee Handbook.
• Ensure GDPR compliance for all guest information handled by the team.
• Uphold Stoke Park grooming standards, uniform policy, and behavioural expectations within the department.

• All employees are expected to be fully familiar with, and adhere to, the hotel’s policies and procedures relating to fire safety, emergency evacuation, first aid, health and safety, and security.
• Staff must also ensure they understand and follow the guidance outlined in the Employee Handbook, as well as any relevant notices displayed in key operational areas throughout the estate.
• Employees may be asked to cover for their colleagues as part of business requirement as well as cross‑functional training.