Overview
The Front Office Manager is responsible for leading the reception and guest relations team, ensuring a seamless guest journey from arrival to departure. This role is hands on, operational, and guest focused, with accountability for service standards, team performance, and front office financial controls.
You’ll play a key role in driving guest satisfaction, resolving issues in real time, and maintaining strong communication across all hotel departments.
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Key Responsibilities
Guest Experience & Service Delivery
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Lead the front office team to deliver a warm, efficient, and personalised guest experience
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Handle escalated guest complaints, ensuring timely resolution and appropriate service recovery
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Monitor guest feedback (including online reviews and internal platforms) and implement improvements
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Ensure clear and consistent communication of hotel facilities, including spa access, pricing, and availability
Operations Management
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Oversee daily front office operations, including check ins, check outs, room allocations, and billing
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Ensure all reservations, payments, and pre authorisations are handled accurately
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Maintain strong control over cash handling, deposits, and financial procedures
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Work closely with housekeeping, maintenance, and F and B to ensure smooth day to day operations
Team Leadership & Development
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Lead, coach, and develop the reception and guest relations team
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Set clear expectations and hold the team accountable for performance and standards
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Manage rotas, holidays, and staffing levels in line with business needs
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Conduct regular training, including complaint handling and service standards
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Address performance issues promptly, including disciplinary processes where required
Revenue & Commercial Awareness
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Maximise room revenue through effective room allocation and upselling
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Ensure rate and availability strategies are followed and communicated
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Monitor no shows, cancellations, and payment compliance
Systems & Administration
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Ensure accurate use of Opera PMS, including reservations, billing, and guest profiles
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Maintain clear and detailed guest notes and handovers
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Produce and review reports related to performance, revenue, and guest feedback
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Standards & Compliance
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Ensure all front office procedures comply with company policies and legal requirements
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Maintain a strong presence at reception during peak periods
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Support Duty Manager shifts as required, including handling incidents and emergencies
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What We’re Looking For
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Proven experience in a Front Office or Reception Manager role within a busy hotel
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Strong leadership skills with the ability to manage performance and drive accountability
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Excellent communication and complaint handling skills
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Strong attention to detail, particularly around financial controls and systems
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Confident using Opera PMS or similar hotel systems
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Commercial awareness and a proactive, problem solving mindset
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What Success Looks Like
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Consistently high guest satisfaction scores and reduced complaints
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A well trained, reliable, and accountable front office team
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Smooth daily operations with minimal errors in billing or guest handling
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Strong collaboration with other departments
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Clear, professional communication both internally and with guests