Job Description
* Deliver a refined, welcoming, and polished arrival experience that embodies Fairmont’s luxury standards
* Supervise daily Front Office operations, ensuring smooth check‑ins, check‑outs, and lobby flow
* Support the Front Office Manager in leading, coaching, and developing the reception team
* Maintain a strong, visible presence in the lobby, offering assistance and anticipating guest needs
* Handle guest enquiries, concerns, and service recovery with professionalism and discretion
* Oversee daily shift procedures, ensuring accuracy in billing, cashiering, and room allocations
* Coordinate with Housekeeping, Guest Relations, Spa, and F&B to ensure seamless communication and guest satisfaction
* Monitor VIP arrivals, special requests, and personalised preferences to elevate the guest journey
* Conduct shift briefings to share operational updates, VIP information, and service priorities
* Ensure all Front Office colleagues uphold Fairmont grooming, communication, and service standards
* Maintain accuracy of guest profiles, preferences, and loyalty programme engagement
* Support training initiatives to enhance service culture and operational excellence
* Assist with rota planning, task delegation, and team scheduling
* Ensure compliance with health, safety, and security procedures in line with UK legislation
* Maintain a high level of product knowledge, including room categories, hotel facilities, and local area insights
* Uphold Fairmont’s brand values in every interaction, fostering a warm and sophisticated guest environment
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
Qualifications
* Minimum 1–2 years’ experience in Front Office or luxury hospitality
* Previous supervisory or team‑leading experience desirable
* Strong communication and interpersonal skills with a polished, professional presence
* Experience with hotel systems such as Opera PMS preferred
* Excellent organisational skills and meticulous attention to detail
* Strong problem‑solving and service‑recovery abilities
* Confident handling billing, payments, and guest accounts
* Understanding of UK hospitality standards, health & safety, and GDPR requirements
* Additional languages advantageous for an international clientele
Additional Information
What is in it for you?
* Exclusive Discounts:
o Fairmont Cheshire, The Mere, Spa and Golf discount
o Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
o 20% off food and beverage in on-site restaurants
* Colleague restaurant
* Being part of The Mere Team – our culture is unique!
* You will benefit from training and development opportunities
* Competitive salary and benefits including pension
* 28 days of holiday including public holidays
* 1-5 days service award based on length of service
* Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
* And last but not least you will get to work with a team of EXTRAORDINARY people