Holiday Inn Express Manchester Airport is a modern 199‑bedroom hotel just minutes from the terminals, popular with both business and leisure travellers.
Responsibilities
* Lead the front office team to deliver outstanding guest service, ensuring every guest feels valued and welcomed
* Address guest needs promptly and professionally, building lasting impressions and guest loyalty
* Oversee daily front office operations, including check‑in/out processes, room assignment accuracy, and seamless billing, with a focus on efficient processes to minimize wait times and uphold high service standards
* Recruit, train, and mentor front desk staff to create a positive, collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently
* Act as the primary contact for guest concerns, handling complaints with empathy and efficiency, and collaborating with other departments to ensure smooth operations and guest satisfaction
* Manage front office budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance
* Maintain records of occupancy, rates, and guest profiles, preparing daily, weekly, and monthly reports, and share insights with senior management
* Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships
* Ensure front desk operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members
Qualifications
* A minimum of 1‑2 years of front desk experience in a supervisory or management capacity within the hospitality industry, ideally in a hotel setting
* Proven record of effectively leading a team, building positive dynamics, and coaching for performance
* Exceptional communication and interpersonal skills, with a passion for delivering high‑quality guest service and resolving issues professionally
* Strong organizational abilities to manage daily operations and administrative tasks efficiently
* Familiarity with budgeting, forecasting, and financial reporting, along with knowledge of cash handling, accounts receivable, and basic accounting principles
* Proficiency in front desk and property management systems (PMS), such as Opera or similar, along with a working knowledge of Microsoft Office Suite
* Resourceful, solution‑oriented, and comfortable making decisions under pressure
* Flexibility to work evenings, weekends, and holidays as needed to meet the demands of the hotel industry; 24 hours a day, 365 days a year
Benefits
* Discounted hotel room rates for you and your friends & family
* An additional day's leave for your birthday
* Enhanced maternity, adoption & shared parental leave
* Course sponsorship
* 30% F&B discount at RBH hotels
* Refer a Friend scheme (earn 250 for each referral up to 5 referrals)
* Flexible working arrangements
* Wagestream – choose how and when you get paid
* Life Insurance
* Employee Assistance Programme
* Social and wellness events and activities all year round
* Free meals on duty saving you over 1000 per year
* Free on‑site car parking
* Unsociable hours shift allowance of additional + 2 / + 3 per hour
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