Head of Hotel & Spa Front
of House
Location: Ardencote Manor,
Warwickshire
Reports to: General Manager
Lead Exceptional Guest
Experiences in a Luxury Hospitality Environment
Are you a passionate hospitality
leader with a talent for delivering outstanding guest experiences? Do you
thrive in a fast-paced environment where no two days are the same? We are
seeking an experienced and inspiring Head of Hotel & Spa Front of House to
lead our Front of House teams and ensure every guest enjoys a seamless and
memorable journey from arrival to departure.
This is a fantastic opportunity to
join a luxury hotel and spa operation, where exceptional service, team
development, and operational excellence are at the heart of everything we do.
The Role
As Head of Hotel & Spa Front
of House, you will oversee all front-facing operations across both the hotel
and spa. You will be responsible for leading and developing a high-performing
team, driving guest satisfaction, maximising revenue opportunities, and
ensuring operational efficiency across all areas of reception and guest
services.
Working closely with the General
Manager and other department heads, you will play a key role in shaping the
guest experience while maintaining the highest standards of service and
professionalism.
Key Responsibilities
Guest Experience & Service
Excellence
- Leading and inspiring the Hotel and Spa Reception
teams to deliver exceptional guest service
- Ensuring smooth and efficient guest arrivals,
departures, and reservation processes
- Managing guest feedback, enquiries, complaints, and
special requests professionally and proactively
- Developing personalised service initiatives that
enhance guest loyalty and satisfaction
- Building strong relationships with repeat guests
and VIP clientele
Spa & Hotel Operations
- Coordinating hotel and spa services to create a
seamless guest journey
- Overseeing spa reservations and scheduling
alongside hotel occupancy requirements
- Collaborating with Spa Management to maintain
exceptional service standards and presentation
- Monitoring daily operations, guest flow, staffing
levels, and service delivery
Leadership & Team
Development
- Recruiting, training, coaching, and developing a
high-performing Front of House team
- Conducting regular performance reviews, appraisals,
and development plans
- Creating a positive, engaging, and collaborative
working environment
- Ensuring all team members adhere to company
standards, policies, and uniform requirements
- Driving team engagement through regular
communication, training, and recognition initiatives
Commercial & Financial
Performance
- Maximising revenue through effective room and spa
booking management, upselling, and yield management
- Monitoring front-of-house budgets, payroll,
utilisation, and financial performance
- Producing accurate reports and forecasts to support
business objectives
- Ensuring compliance with company procedures
relating to purchasing, stock, cash handling, and debtor management
Quality, Compliance &
Continuous Improvement
- Maintaining the highest standards of health,
safety, hygiene, and operational compliance
- Analysing guest feedback from platforms such as
Revinate, TripAdvisor, and Mystery Shopper reports
- Implementing improvements based on guest insights
and operational performance
- Reviewing and enhancing SOPs and operational
procedures to support continuous improvement
About You
We are looking for an experienced
hospitality professional who combines operational excellence with a genuine
passion for guest service.
Essential Skills &
Experience
- Have a minimum of 5 years' experience in hotel,
resort, or luxury hospitality operations
- Have at least 2 years' experience in a management
or supervisory role
- Have an exceptional understanding of hotel front
office operations and spa reception management
- Have proven ability to lead, motivate, and develop
high-performing teams
- Have excellent communication, organisational, and
problem-solving skills
- Have experience working with hotel PMS systems such
as Opera, Mews, or similar platforms
- Have commercial awareness with experience managing
budgets and driving revenue performance
Personal Attributes
- Be passionate about delivering exceptional guest
experiences
- Be professional, approachable, and highly organised
- Be calm and decisive under pressure
- Be detail-oriented with a proactive approach
- Have exceptional leadership presence with the
ability to inspire others
Additional Information
- Full-Time
- 45 hours per week - Working
on a 5 out of 7-day rota, demonstrating flexibility to meet business
requirements, including availability to work evenings, weekends, and bank
holidays as required - £45,000
per annum - Applicants must have the legal right to work in
the UK at the time of application and throughout their employment. Please note
that we are unable to offer visa sponsorship now or in the future for this
position
What We Offer
- Complimentary Spa Day on work anniversaries at any
of our company spas
- Complimentary use of leisure and spa facilities
- Access to the Employee Assistance Program
- 30% discount on overnight stays and spa days
- Discounts on food, drink and retail across our
venues
- Pension scheme
- Free Parking
- Refer-a-Friend scheme
- Excellent Induction and training programme
- Perkbox Online benefits and discounts
- On-line Doctor support (appointments/prescriptions)
- A fun, supportive and inclusive work environment
with loads of development opportunities
If you are ready to lead a
dedicated team and play a pivotal role in creating unforgettable guest
experiences, we would love to hear from you.
Apply today and become part of
our exceptional hospitality journey.
