Position: Front Office Manager
Reports To: GM and 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 work required. Occasional night shifts included.
Location: Amersham, UK
Old Amersham Hotels is a collection of 4-star luxury hotels located in the historic market town of Amersham, UK. Our properties are known for offering first-class service, exceptional accommodations, and memorable dining experiences. Our three properties, The Crown, The Kings Arms, and The King's Chapel, seamlessly blend traditional charm with modern luxury, catering to both leisure and business guests. We pride ourselves on delivering unparalleled hospitality that makes every guest's stay special.
We are looking for an experienced Front Office Manager to join our team on a full-time, 40-hour per week contract. As the face of Old Amersham Hotels, you will be responsible for overseeing the smooth running of the front office across all our hotels. This includes managing the Reception, Nights, and Housekeeping teams to ensure that every guest receives exceptional service. You will play a key role in maintaining our reputation, enhancing guest experiences, and driving revenue while 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 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. Manage staff performance through appraisals and feedback.
* Operational Excellence: Implement and review standard operating procedures (SOPs) to ensure front office services run smoothly, always keeping the customer experience at the forefront.
* Budget Management: Monitor front office and housekeeping budgets and prepare regular reports to ensure teams operate within financial guidelines.
* Housekeeping Collaboration: Work closely with housekeeping management to maintain high room standards and public area cleanliness, conducting regular inspections to ensure quality.
* Duty Management: Step into a Duty Management role when required and assist the Operations and General Managers with additional responsibilities as needed.
* Flexibility: Be available to work flexible shifts, including weekends, evenings, and occasional night shifts as required by the business.
* Online Reputation: Manage online hotel reviews and listings (TripAdvisor,, Expedia), ensuring prompt, 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 to ensure a safe environment for guests and staff.
Who You Are
* Experienced Hospitality Leader: You are an experienced Front Office Manager or Assistant Front Office Manager with a strong background in hospitality.
* Service-Oriented: You are passionate about providing exceptional customer service and enhancing the guest experience.
* Detail-Oriented: Organized and meticulous, you ensure everything runs smoothly, from reservations to guest interactions.
* Strong Communicator: You have excellent written and verbal English 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 (reception and housekeeping) and front of house (restaurant and bar) teams.
* Professional Presentation: As the face of Old Amersham Hotels, you are always well-presented and maintain a professional demeanour.
Important Information
This job description is a broad reflection of current duties, but it is not exhaustive. It will be reviewed on no less than an annual basis to reflect priorities and developments during the ongoing appraisal and performance review process, and any organisational changes that may arise.
Equal Opportunities
Old Amersham Hotels 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
Job Types: Full-time, Permanent
Pay: £35,000.00 per year
Benefits:
* Company events
* Cycle to work scheme
* Discounted or free food
* Employee discount
* Free parking
* On-site parking
Ability to commute/relocate:
* Amersham: reliably commute or plan to relocate before starting work (required)
Experience:
* Front Office or Hotel Management: 3 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person