Front of House Manager

Job Description

Key Responsibilities:

• Oversee all front desk operations including guest check-in and check-out, reservations, room assignments, and guest inquiries.
• Lead, train, schedule, and supervise the front office team (including receptionists, concierge, bell staff, and night auditors).
• Ensure the highest level of guest service is delivered consistently, handling VIPs and special requests professionally.
• Manage the front office budget, monitor occupancy, revenue, and front office KPIs.
• Address and resolve guest complaints and issues promptly and effectively.
• Coordinate with Housekeeping and Maintenance to ensure rooms are ready and guest issues are resolved efficiently.
• Ensure all front office procedures are in line with company policies and brand standards.
• Maintain accurate records for billing, guest accounts, and reports for management review.
• Ensure compliance with health, safety, and security regulations.
• Foster a positive and motivated team environment to support staff development and high morale

Qualifications

The successful candidate will have:

• Minimum of 2 years' experience in a similar role in a 4 or 5 star property
• Diploma or Degree in Hospitality Management or related field (desirable)
• Strong command of English with excellent communication and interpersonal skills
• Previous experience with OPERA and proficiency in MS Office
• Strong leadership skills with ability to manage and motivate a team
• Exceptional guest service and problem-solving abilities
• Flexibility to work various shifts, including weekends and Bank Holidays