Job Overview
We are seeking a dynamic and experienced Front of House Duty Manager delivering a consistently high standard of customer service and inspiring those around you. Working across department, you will foresee times of focus in the guest journey and prepare ways to ensure these crucial guest experience touch points happen effectively. Ensuring the overall business achieves its ultimate potential in that of sales and profitability through creating an environment for customers which is welcoming and experience-driven.
Responsibilities
* · Ensure the highest levels of hospitality and service are consistently delivered, representing property management in resolving any guest-related situations.
· Maintain strong visibility in public areas during peak times, serving as an on-property point of contact for guests.
· Complete daily Duty Management shift procedures and support the smooth running of the Front Office, ensuring every stage of the guest journey is delivered to the highest standards.
· Support pre-arrival planning by liaising with reservations to complete calls and checks, ensuring special requests, upsells, room allocations, and restaurant bookings are in place.
· Assist at Reception with check-ins and check-outs at peak times to ensure Front of House goals are upheld and Horwood House Hotel's values are portrayed.
· Deliver an upscale guest experience throughout each stay by anticipating needs and resolving requests promptly.
· Ensure all assigned rooms, including VIP rooms, meet housekeeping and maintenance standards prior to check-in.
· In conjunction with Office Administrator you will monitor and act on guest feedback to maintain and improve quality service levels.
· Promote spa treatments, hotel amenities, and special offers to enhance guest experience and drive revenue.
· Maintain the guest refreshment station and ensure all public areas and lounges are presentable.
· Manage guest enquiries, including taxi bookings and local recommendations, while addressing concerns effectively.
· Respond to guest feedback across social platforms, review sites, and internal systems professionally, tracking any refunds offered.
· Greet guests in the restaurant and provide support across food & beverage service, especially during peak periods.
· Collaborate with Food & Beverage, Kitchen, Marketing, and Reception teams to promote seasonal events (e.g., Mother's Day, Easter, Halloween, Christmas).
· Create memorable experiences that build guest loyalty and strong relationships with regular visitors.
· Assist with conferences and events by supporting group arrivals, luggage handling, key distribution, and meeting organiser requests.
· Prepare for show rounds, VIP visits, and ensure the property is ready for tours and inspections.
· Assist the Hotel Manager in maintaining high levels of health, safety, hygiene, fire, and venue presentation standards across the property.
· Ensure all procedures are regularly monitored, updated, and compliant with legal and company requirements to achieve service excellence and best practice in line with business objectives.
Requirements
* Proven experience in a FoH Duty Manager role within the hotel industry.
* Strong culinary experience or background in food production is highly desirable.
* Excellent leadership skills with the ability to motivate and manage a diverse team.
* Knowledge of food safety regulations and best practices in food preparation.
* Previous experience in serving or barista roles is an advantage.
* Exceptional communication skills, both verbal and written.
* Ability to thrive in a fast-paced environment while maintaining attention to detail.
* A passion for hospitality with a focus on delivering outstanding guest experiences. If you are ready to take on this exciting opportunity as our Front of House Manager, we invite you to apply and join our dedicated team committed to excellence in service
Job Type: Full-time
Pay: £30,000.00-£32,000.00 per year
Work Location: In person