Position Overview
The Front of House Operations Manager is responsible for leading the Front Office team and ensuring exceptional guest experiences from arrival through departure. This role focuses on overseeing daily front desk operations, managing guest relations, and acting as Ops Manager to support the wider hotel operation when required.
The successful candidate will take ownership of all front-of-house activity while working closely with other departments to maintain high service standards and smooth day-to-day operations across the hotel.
Key Responsibilities
Front Office Leadership
Oversee the daily operations of the Front Desk and reception team.
Ensure efficient guest check-in, check-out, and reservation handling.
Maintain high standards of presentation, professionalism, and service within the front office.
Monitor room allocations and coordinate with housekeeping to ensure room readiness.
Guest Experience & Relations
Deliver outstanding guest service and ensure all guest interactions reflect the hotels standards.
Act as the main point of contact for guest concerns, feedback, and complaints.
Resolve issues promptly and professionally to maintain guest satisfaction and loyalty.
Build strong guest relationships and promote repeat business.
Team Management
Lead, train, and motivate the front office team.
Assist with recruitment, onboarding, and training of front desk staff.
Prepare staff rotas to ensure appropriate coverage.
Conduct performance reviews and encourage a positive team culture.
Operational Support
Ensure compliance with hotel policies, health & safety, and brand standards.
Monitor front office procedures and implement improvements where necessary.
Maintain accurate guest records and ensure proper use of the hotel PMS system.
Assist the General Manager with operational reporting and service improvement initiatives.
Qualifications & Skills
Previous experience in Front Office Management or Senior Reception roles within a hotel environment.
Strong leadership and interpersonal skills.
Excellent guest service and problem-solving abilities.
Experience using Property Management Systems (PMS) and hotel booking platforms.
Strong organisational and communication skills.
Ability to remain calm and professional in a fast-paced environment.
Flexibility to work evenings, weekends, and shifts as required.
Note:Applicants must have the right to work in the UK to be considered for the role
TPBN1_UKCT