Front Office Manager - Brighton Overview The Front Office Manager is responsible for leading the reception and guest relations team, ensuring a seamless guest journey from arrival to departure. This role is hands on, operational, and guest focused, with accountability for service standards, team performance, and front office financial controls. You'll play a key role in driving guest satisfaction, resolving issues in real time, and maintaining strong communication across all hotel departments. Key Responsibilities Guest Experience & Service Delivery Lead the front office team to deliver a warm, efficient, and personalised guest experience Handle escalated guest complaints, ensuring timely resolution and appropriate service recovery Monitor guest feedback (including online reviews and internal platforms) and implement improvements Ensure clear and consistent communication of hotel facilities, including spa access, pricing, and availability Operations Management Oversee daily front office operations, including check ins, check outs, room allocations, and billing Ensure all reservations, payments, and pre authorisations are handled accurately Maintain strong control over cash handling, deposits, and financial procedures Work closely with housekeeping, maintenance, and F and B to ensure smooth day to day operations Team Leadership & Development Lead, coach, and develop the reception and guest relations team Set clear expectations and hold the team accountable for performance and standards Manage rotas, holidays, and staffing levels in line with business needs Conduct regular training, including complaint handling and service standards Address performance issues promptly, including disciplinary processes where required Revenue & Commercial Awareness Maximise room revenue through effective room allocation and upselling Ensure rate and availability strategies are followed and communicated Monitor no shows, cancellations, and payment compliance Systems & Administration Ensure accurate use of Opera PMS, including reservations, billing, and guest profiles Maintain clear and detailed guest notes and handovers Produce and review reports related to performance, revenue, and guest feedback Standards & Compliance Ensure all front office procedures comply with company policies and legal requirements Maintain a strong presence at reception during peak periods Support Duty Manager shifts as required, including handling incidents and emergencies What We're Looking For Proven experience in a Front Office or Reception Manager role within a busy hotel Strong leadership skills with the ability to manage performance and drive accountability Excellent communication and complaint handling skills Strong attention to detail, particularly around financial controls and systems Confident using Opera PMS or similar hotel systems Commercial awareness and a proactive, problem solving mindset What Success Looks Like Consistently high guest satisfaction scores and reduced complaints A well trained, reliable, and accountable front office team Smooth daily operations with minimal errors in billing or guest handling Strong collaboration with other departments Clear, professional communication both internally and with guests