Front of House Manager

A collection of 4-star luxury hotels based in the historic market town of Amersham, UK, offering first-class service, exceptional accommodations, and memorable dining experiences. These properties seamlessly blend traditional charm with modern luxury, catering to both leisure and business guests, and pride themselves on delivering unparalleled hospitality that makes every guest's stay special.

Position: Front Office Manager
Reports To: Operations Manager
Salary: £35,000 per year
Contract: Full-time, 40 hours per week
Holiday: 28 days, including bank holidays
Hours: Shift work between 7:00 am and 11:00 pm, with weekend, evening, and bank holiday shifts required. Occasional night shifts included.
Location: Amersham, UK

An experienced Front Office Manager is sought to join the team on a full-time, 40-hour per week contract. The successful candidate will be responsible for overseeing the smooth running of the front office across all properties, managing the Reception, Nights, and Housekeeping teams to ensure exceptional service for every guest. This role is key in maintaining a high reputation, enhancing guest experiences, driving revenue, and ensuring operational efficiency within budget.

Key Responsibilities:

Guest Experience: Lead the professional greeting of clients and visitors, ensuring consistent engagement with guests throughout their stay.
Room Reservations: Manage room bookings and ensure that the reception team processes all reservations accurately and promptly.
Team Leadership: Recruit, train, and lead the Reception and Night teams, ensuring they deliver top-tier service. Conduct appraisals and provide feedback to manage staff performance.
Operational Excellence: Implement and review standard operating procedures (SOPs) to ensure smooth operation of front office services, always prioritising the customer experience.
Budget Management: Monitor front office and housekeeping budgets, preparing regular reports to ensure financial guidelines are adhered to.
Housekeeping Collaboration: Work closely with housekeeping management to maintain high room standards and cleanliness in public areas. Conduct regular inspections to ensure quality.
Duty Management: Step into a Duty Management role as needed and support the Operations and General Managers with additional responsibilities.
Flexibility: Be available to work flexible shifts, including weekends, evenings, and occasional night shifts as required.
Online Reputation: Manage online hotel reviews and listings on platforms like TripAdvisor, Booking.com, and Expedia, ensuring prompt and professional responses and competitive room rates.
Corporate Relations: Oversee corporate client accounts, manage RFPs, and ensure ongoing positive relationships with corporate partners.
Health & Safety: Support health and safety compliance within the front office, ensuring a safe environment for both guests and staff.

Who You Are:

Experienced Hospitality Leader: You have a strong background in hospitality, ideally as a Front Office Manager or Assistant Front Office Manager.

Service-Oriented: You are passionate about providing exceptional customer service and enhancing the guest experience.

Detail-Oriented: You are organised and meticulous, ensuring smooth operations from reservations to guest interactions.

Strong Communicator: You have excellent written and verbal communication skills and can effectively engage with both guests and staff.

Team Player: You work well with others, understanding the importance of collaboration between front office teams (reception and housekeeping) and front of house teams (restaurant and bar).

Professional Presentation: As the face of the hotel, you are always well-presented and maintain a professional demeanour.

Important Information: This job description provides a broad overview of current duties but is not exhaustive. It will be reviewed annually to reflect any changes in priorities or responsibilities as part of the ongoing appraisal and performance review process.

Equal Opportunities: The company is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of background, identity, or experience.

To apply, please come back to me with your CV and details of your salary expectations and notice period.

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