Front of House Manager in Newbury

Why join The Vineyard Hotel?

A new chapter is beginning at The Vineyard. As we prepare to reopen in February 2027, you will join the team in January 2027, ahead of opening, and play a defining role in the hotel's pre-opening journey.

The Vineyard is known for exceptional food, outstanding wine and guest experiences people remember. Now it is entering a new era, and you will help shape it: setting the standards, crafting the guest experience from day one and contributing to the successful launch of a five-star destination.

You will join a passionate team where excellence, innovation and collaboration drive everything we do, and where your ideas will genuinely influence the future success of The Vineyard.

The Vineyard is part of the Monogram Collective, an innovative, thriving business, and we would love you to be part of the journey. You will work with great people, build lasting friendships, learn new skills and enjoy a competitive rate of pay and a generous range of employee benefits.

About the role

Reports to: Operations Manager

As Front of House Manager you will lead the team that welcomes every guest, ensuring the highest standards of service, efficiency and team performance are delivered every day. You will oversee the Reception Manager, Night Manager and Concierge team, making sure every guest-facing service reflects the five-star reputation of The Vineyard Hotel.

As a senior operational leader, you will champion a culture of excellence, delivering personalised, intuitive and professional service at every stage of the guest journey.

Key responsibilities

Department leadership

• Lead and manage the Reception Manager, Night Manager and Concierge team.
• Inspire and develop your teams to deliver five-star service, every guest, every day.
• Take charge of recruitment, training, performance reviews, rotas and succession planning.
• Champion a culture of luxury hospitality, professionalism and continuous improvement.
• Develop your team through regular service observations, coaching sessions and departmental meetings.

Guest experience

• Be the face and ambassador of The Vineyard Hotel, leading by example.
• Ensure every guest interaction reflects five-star hospitality standards.
• Monitor guest satisfaction, reviews and feedback, and turn insights into improvements.
• Make sure VIPs, returning guests and special occasions are recognised and looked after exceptionally.
• Nurture a culture of personalised, proactive and anticipatory service.

Operational management

• Oversee the day-to-day running of Reception, Concierge and Night teams.
• Maintain and continually raise Front Office standards and procedures.
• Run quality audits and service reviews to keep standards consistent across departments.
• Work closely with Housekeeping, Food & Beverage, Maintenance, Reservations and Events.
• Support the rollout of new systems, initiatives and service enhancements.

Revenue and financial performance

• Drive revenue growth through effective room sales, upselling and promotional activity.
• Monitor departmental costs and contribute to budgeting and forecasting.
• Analyse operational reports to spot opportunities to improve efficiency and profitability.
• Ensure billing, cash handling and financial procedures are completed accurately.

Duty management and hotel operations

• Undertake Duty Manager shifts as required, taking responsibility for the overall operation of the hotel.
• Act as the senior management representative on duty.
• Provide night cover when needed to support operations and business continuity.
• Help resolve operational challenges, guest issues and emergencies calmly and effectively.
• Keep the hotel safe and running smoothly throughout your shifts.

Health, safety and compliance

• Train for and carry out the duties of a designated First Aider and Fire Marshal.
• Respond appropriately to emergencies, incidents and evacuations.
• Ensure compliance with health, safety, fire safety, security, GDPR and company policies.
• Promote a strong culture of safety and compliance across the Front Office team.

What we are looking for

Requirements

• Previous experience as a Front of House Manager, Reception Manager or in a similar senior hotel management role.
• Strong leadership and people management experience.
• Excellent customer service, communication and organisational skills.
• A strong understanding of five-star service standards and luxury hospitality.
• Experience managing budgets, rotas and operational performance.
• Willingness to undertake Duty Manager responsibilities.
• Willingness to complete First Aid and Fire Marshal training.

Skills and competencies

• Strong leadership and team development skills.
• Exceptional attention to detail.
• Excellent communication and interpersonal abilities.
• Strong commercial awareness and operational understanding.
• The ability to make confident decisions under pressure.
• A commitment to delivering exceptional five-star guest experiences.

Benefits

From day one

• 29 days holiday
• Training and development from day one
• Employee events and celebrations
• In-house interactive employee communication app
• Healthy meals to enjoy while you are working
• Access to an external Employee Assistance Programme
• Financial Wellbeing App, so you can get paid earlier than your normal monthly pay date
• Contributions to a pension plan

After your first successful 3 months

• Access to our discounts and wellbeing platform, "Treat Yourself Here", unlocking savings and experiences for you and your family
• Involvement in our employee recognition schemes
• Long service recognition
• A complimentary guest overnight stay and dinner for two on passing probation and at each annual anniversary
• 50% discount in our restaurants
• Cycle to Work Scheme
• Discounted room rates for employees, friends and family
• Spa treatments and product discounts
• Life Assurance cover

Please note: this role does not meet the requirements for sponsorship under the Skilled Worker visa route.

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