Front Office Manager – RBH
We are seeking a Front Office Manager to lead the front‑office team at the Edinburgh Grand, part of Marriott’s Luxury Collection.
Our Hotel
The Edinburgh Grand is a five‑star hotel located in the heart of Edinburgh’s New Town. It offers elegant apartments and suites, exceptional dining, stylish social spaces, and world‑class service.
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 £1,000 per year
A Day in the Life
* 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, focusing 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.
What We Need From You
* 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 organisational 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, 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.
Equal Opportunities
RBH Hospitality Management is an equal‑opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‑first culture. If at any point throughout our process you require reasonable adjustments, please let us know.
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