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For Companies At a Glance
- Tasks: Lead the front desk team, ensuring guests receive top-notch service and a warm welcome.
- Company: Join Rocco Forte Hotels, a luxury hotel brand known for exceptional hospitality.
- Benefits: Enjoy 29 days holiday, private medical, discounts, and career development opportunities.
- Why this job: Be part of a supportive team that values your growth and delivers world-class service.
- Qualifications: Experience in hospitality management and strong leadership skills are essential.
- Other info: Opportunity to work in a prestigious environment with a focus on teamwork and excellence.
The predicted salary is between 28800 - 42000 £ per year.
The Position
Do you pride yourself on your people skills? Your organisational aptitude? Have an ability to deliver world-class standards of service? And are you ready to take on a key role in a leading luxury hotel? Then Rocco Forte Hotels would love to invite you to join us as Front Office Manager.
You will be responsible for managing all aspects of the front desk including switchboard, ensuring that all guests receive a warm welcome and excellent service. You will lead a team of 16 front office staff, coordinate check‑in / check‑out procedures, and handle guest inquiries to enhance their overall experience.
Key Responsibilities :
- Oversee the daily operations of the front office, including guest check-in / check‑out, reservations, and billing.
- Supervise and train front office staff, ensuring a high standard of customer service.
- Monitor room availability, rates, and bookings, coordinating with the reservations and housekeeping teams.
- Handle guest complaints and issues promptly and professionally, striving to resolve them to the guest’s satisfaction.
- Ensure compliance with health, safety, and security regulations.
- Prepare and manage the front office budget, including staffing and supplies.
- Maintain efficient communication between the front office and other departments, such as housekeeping and maintenance.
- Implement and enforce front office policies and procedures.
- Ensure all team members are trained, understand and deliver all Hotel Brand, LQA and Forbes standards to ensure consistency in executing five star service standards.
- Foster a positive work environment by motivating staff and promoting teamwork.
- Work in conjunction with the Guest Relations Manager to assist in delivering World Class Scottish Hospitality to all our guests.
Qualifications and Skills Required :
- Proven experience in a similar role within the hospitality industry (e.g. Front Office Manager, Reception Manager).
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to remain calm under pressure and handle challenging situations with diplomacy.
- Proficient in hotel management software (e.g. Opera, Protel, etc.).
- Exceptional problem‑solving skills and attention to detail.
- Strong organisational skills and the ability to multitask.
- A customer‑focused attitude with a passion for delivering outstanding guest service.
- Experience with LQA and Forbes standards is desirable but not essential.
- A degree or diploma in Hospitality Management or a related field is preferred but not essential.
You will be responsible for ensuring our discerning guests receive the level of service excellence Rocco Forte Hotels are internationally renowned for. Insightful, discreet and caring at all times, you will lead by example, ensuring your team is exceptionally presented, knowledgeable about all areas of the hotel and able to answer guests’ questions and resolve problems promptly. You will also have to oversight to ensure you’re personally aware of all incidents and guarantee front office recognition of our VIP guests.
Your ability to deliver outstanding and discreet solutions to all of our guests\’ needs, and to motivate and lead your team will define your success in the role. In turn, you will be given the support to develop your own skills and career with us.
Ultimately, your insight, commitment and pride in your work will make you an integral part of the Rocco Forte family.
Why join us at Rocco Forte Hotels?
At Rocco Forte Hotels, we are committed to giving our Team Members the skills and support required to deliver unrivaled service, and most importantly, to grow in their careers. As a member of The Balmoral team, you will also enjoy a fantastic range of perks, benefits, and rewards including :
- 29 days holiday per annum
- Occupational Pension Scheme
- Private Medical
- Meals on Duty
- £25 per night discounted rates at Rocco Forte Hotels
- 50% discount on food and beverage
- 25% discount on Spa Treatments
- 20% discount on Health Spa products
- Learning and Development Opportunities
- Recognition & Reward Scheme
- Cycle to Work Scheme
- Local Retailer Discounts
- Employee Social Events
- Employee Assistance Programme
Competitive plus discretionary service charge Share :
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Front Office Manager employer: The Balmoral
Contact Detail:
The Balmoral Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Front Office Manager
✨Tip Number 1
Familiarise yourself with the specific hotel management software mentioned in the job description, such as Opera or Protel. Being proficient in these systems will not only boost your confidence during the interview but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed a team in previous roles. Highlight any specific challenges you faced and how you motivated your team to deliver exceptional service, as this is crucial for the Front Office Manager position.
✨Tip Number 3
Research Rocco Forte Hotels and their commitment to service excellence. Understanding their brand values and service standards will allow you to align your answers during the interview with what they are looking for in a candidate.
✨Tip Number 4
Prepare to discuss how you handle guest complaints and challenging situations. Think of specific instances where you resolved issues effectively, as this will demonstrate your problem-solving skills and customer-focused attitude, which are essential for this 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 relevant experience in hospitality, particularly in front office management. Emphasise your leadership skills and any specific software you are proficient in, such as Opera or Protel.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering exceptional guest service. Mention specific examples of how you've handled challenging situations or improved team performance in previous roles.
Highlight Relevant Skills: In your application, focus on key skills mentioned in the job description, such as organisational aptitude, problem-solving abilities, and customer-focused attitude. Use concrete examples to demonstrate these skills.
Showcase Your Understanding of Standards: If you have experience with LQA and Forbes standards, be sure to mention it. If not, express your willingness to learn and adapt to these high standards of service that Rocco Forte Hotels is known for.
How to prepare for a job interview at The Balmoral
✨Showcase Your People Skills
As a Front Office Manager, your ability to connect with guests and staff is crucial. Prepare examples of how you've successfully handled guest interactions or resolved conflicts in the past to demonstrate your people skills.
✨Demonstrate Organisational Aptitude
Highlight your experience in managing front office operations. Be ready to discuss how you prioritise tasks, manage team schedules, and ensure smooth check-in/check-out processes, showcasing your organisational skills.
✨Familiarise Yourself with Hotel Standards
Research Rocco Forte Hotels and their service standards, including LQA and Forbes criteria. Being knowledgeable about these will show your commitment to delivering exceptional service and your understanding of industry benchmarks.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of specific scenarios where you've had to handle guest complaints or operational challenges, and be prepared to explain your thought process and the outcomes.
