We're looking for an organised, friendly and experienced Front of House Manager to manage the front desk and housekeeping teams at our boutique hotel. With 39 beautifully appointed rooms, a mix of self-contained accommodation, a popular restaurant, and stunning event spaces, our hotel offers a unique and welcoming experience for every guest. As the first point of contact, you'll play a key role in creating lasting impressions while ensuring smooth day-to-day operations at the heart of our vibrant hospitality team. You'll be joining a genuinely friendly and welcoming team who take pride in delivering outstanding service in a supportive and collaborative environment.
In return we are offering A salary starting at £35,000 DOE, plus a share of the service charge and tips. You will be entitled to a contributory pension scheme and 30 days holiday. We also run an internal perk scheme where you will be able to take advantage of some of the great activities we offer as a group to share with family and friends.
We are looking for a hotel Front of House Manager with experience
Key Responsibilities:
Guest Experience & Front Desk Operations
* Lead the reception team to ensure smooth check-in/check-out processes.
* Maintain a warm, welcoming environment for guests at all times.
* Resolve guest concerns quickly and professionally, ensuring a consistently high level of satisfaction.
* Ensure concierge-level knowledge of local attractions, services, and hotel offerings.
* Monitor online reviews and guest feedback to identify areas for improvement.
PMS Management (Guestline)
* Act as the system lead and primary point of contact for Guestline.
* Oversee all system setup, staff training, and reporting.
* Ensure the PMS is used effectively by all team members and updated regularly.
* Liaise with Guestline support when necessary to resolve issues or explore upgrades.
Housekeeping & Presentation
* Oversee daily housekeeping operations, ensuring guest rooms and public areas meet brand and cleanliness standards.
* Manage rotas, stock levels, and supplier relationships for housekeeping supplies.
* Work with maintenance to ensure rooms and facilities are fully operational and well-presented. Management of the in-house room checking/maintenance app
Team Leadership & Development
* Recruit, train, and develop team members across both reception and housekeeping.
* Foster a culture of hospitality, teamwork, and accountability.
* Hold regular team meetings and one-to-one reviews.
* Manage departmental rotas and holiday requests to ensure full operational cover.
* This is a hands on role, not office-based.
Compliance & Standards
* Ensure all health, safety, and fire regulations are adhered to.
* Maintain GDPR compliance in all front-of-house procedures.
* Ensure all lost property, guest data, and billing records are handled securely and accurately.
Duty Management
* Take part in the hotel's Duty Manager rota, acting as the most senior person on site during your shift.
This job description is not exhaustive and other duties and responsibilities of a similar level and nature may be required from time to time.
Key Skills and Experience
* Proven experience in a front-of-house leadership role in a hotel or hospitality setting.
* Strong working knowledge of Guestline (or similar PMS), including system setup and reporting.
* Excellent customer service and communication skills.
* Understanding of housekeeping standards and processes.
* Confident leader with the ability to motivate and manage a team.
* Proactive, hands-on approach with a passion for creating memorable guest experiences.
* Well-organised, tech-savvy, and able to work under pressure
Job Types: Full-time, Permanent
Pay: From £35,000.00 per year
Benefits:
* Company pension
* Discounted or free food
* Gym membership
* Health & wellbeing programme
* Life insurance
* Referral programme
Education:
* A-Level or equivalent (preferred)
Experience:
* Hotel Reception Management: 2 years (required)
Work authorisation:
* United Kingdom (required)
Location:
* Royal Tunbridge Wells TN2 5TA (preferred)
Work Location: In person