Front Office Manager in Dorking

JOIN US at Wotton House where we make every guest and team member feel part of our story. Our space is your space, redefining what it means to offer bespoke experiences. We craft experiences exclusively for thoughtful, welcoming, and authentic service that is personal to everyone, with little touches that make all guests and staff feel wanted. We make people feel special.

Wotton House is a countryside escape and a space to gather, meet, stay, and dine; an experience steeped in history and natural wonder, bringing people together to create memories. We are architects of innovation with a make-it-happen attitude.

OUR BENEFITS

• Discounted hotel room rates for you and your friends & family
• Additional day leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream – choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events & activities all year round
• Free meals on duty saving you over £1,000 per year
• And much, much more!

A DAY IN THE LIFE OF A FRONT OF HOUSE MANAGER AT OUR HOTEL

What you'll be doing…

• Lead the front office team, including a Reception Manager and Night Manager, to deliver outstanding guest service ensuring every guest feels valued and welcomed.
• Oversee daily front-of-house operations by managing the Reception Manager and their team, overseeing check-in/out processes, room assignment accuracy, and seamless billing with a focus on efficient processes to minimise wait times and uphold high service standards.
• Collaborate with third-party Housekeeping services to maintain cleanliness levels through weekly room inspections and daily interaction with the third-party management team.
• Recruit, train, and mentor front desk and night staff to create a positive collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently.
• Act as the primary contact for guest concerns, handling complaints with empathy and efficiency and collaborating with other departments to ensure smooth operations and guest satisfaction.
• Manage front office budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance.
• Maintain records of occupancy rates and guest profiles, preparing daily, weekly, and monthly reports and sharing insights with senior management.
• Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships.
• Ensure front desk operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members.

What We Need from You:

• A minimum of 1–2 years as a Reception or Front Office Manager within the hospitality industry, ideally in a hotel setting.
• Proven record of effectively leading a team, building positive dynamics, and coaching for performance.
• Exceptional communication and interpersonal skills with a passion for delivering high-quality guest service and resolving issues professionally.
• Strong organisational abilities to manage daily operations and administrative tasks efficiently.
• Familiarity with budgeting, forecasting, and financial reporting, along with knowledge of cash handling, accounts receivable, and basic accounting principles.
• Proficiency in front desk and property management systems (PMS) such as Opera or similar, along with a working knowledge of Microsoft Office Suite.
• Resourceful, solution-oriented, and comfortable making decisions under pressure.
• Flexibility to work evenings, weekends, and holidays as needed to meet the demands of the hotel industry.

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive people-first culture. If at any point throughout our process you require reasonable adjustments, please contact us.