Front Office Manager

Our front of house teams facilitate the memorable hospitality experiences that our hotel guests and VIPs expect of The Ned. We have an opportunity for an experienced and dynamic Front of House Manager to lead our front office and guest relations operations, ensuring a seamless and slick experience throughout. Our reception and front office team are positioned in the heart of our stunning ground floor lobby and are the focal point for hotel guests checking in for their stay. Surrounded by our F&B venues and with live music every day, it’s a unique place to work with a lively atmosphere. Our Guest Relations team are a constant warm presence around the operation and are the faces of outstanding hospitality for our VIPs during their visit or stay.

Reporting into the Head of Rooms Operations and as the leader of both the Front Office and Guest Relations Team you will:

• Lead the day-to-day reception and guest relations operations, leading your teams to be the ambassadors of outstanding hospitality for our hotel guests and VIPs.
• Be the guardian of outstanding hospitality at The Ned, whether that is coaching and guiding the team to deliver memorable experiences every time, or tackling glitches and complaints head on to find a solution for the guest.
• Lead all people tasks - including team recruitment, development and performance chats, onboarding new starters.
• Closely monitor commercial performance, providing direction and strategy to protect and drive profitability, including rota creation, expense control, forecasting, upselling, annual budgeting process and month end performance analysis.
• Maintain strong relationships between, enabling and encouraging your managers and teams to provide a seamless experience for every guest and VIP.
• Build rapport with regular guests over time, learning their preferences and what makes for an amazing experience.

What you can bring to the role:

• Previous leadership experience in a front of house hotel function is non-negotiable with a proven track record of delivering outstanding guest experiences and people management.
• The highest standards are essential as our customers and guests expect the best, and our VIPs expect this and then some.
• An organised and detailed manner is non-negotiable, able to manage multiple priorities and a busy operation at the same time.
• A commercial mindset is needed in all our leaders, always focused on delivering excellent financial performance and results.
• A calm demeanour and a genuine passion for providing exceptional hospitality is essential in our high-pressure operation.
• A passion for personal development is always welcome as this is a great step-up role for an experienced head of department to take on a wider remit.

What The Ned can give you:

• Salary of £50,000 to £60,000 per year, including service charge, dependent on experience.
• Complimentary meals in our friendly team restaurant, Neddy’s including monthly payday breakfast.
• Exclusive rates at The Ned for staying and eating for you, your family and friends.
• Wellbeing and health benefits, including Reward Gateway and Wagestream, with access to gym, shopping and cinema discounts.
• Your birthday off, after a year of service and more holiday after five years of service.
• Paid volunteer day.
• Refer a friend scheme of up to £1,000.
• Regular social events, including an annual pool party.
• Employee assistance program – 24/7 advice and support.
• Reward and recognition initiatives.

At The Ned, we don't just celebrate our diversity, we challenge ourselves to do even better. The Ned is committed to being the best place to work, and ensuring that we have a leading diversity, equity and inclusion programme is central to making that vision a reality. Please let us know of any specific needs you may have during your interview. All candidates must have the right to work in the UK to be considered for this role. Apply today and join us as a Front Office Manager.