Assistant Front Office Manager

The Randolph Hotel Oxford, a Graduate by Hilton; Oxford; On-site; GBP 80,000 - 100,000; Full time

Job summary

A prestigious hotel in Oxford is seeking an experienced Assistant Front Office Manager to enhance guest experiences and lead the reception team. You will oversee front office operations, train new staff, and ensure high service standards. Ideal candidates have 2-3 years in hospitality leadership and strong communication skills. This role offers employee benefits including discounts, recognition incentives, and an employee assistance program.

Benefits

Company Discount on rooms

Generous recommend a friend scheme

Access to employee discounts

24/7 Employee Assistance Program

Food & beverage discounts

Recognition incentives

Team Member Events

Complimentary meal on duty

Parking for mopeds, scooters, and bicycles

Qualifications

• 2–3 years’ experience in a leadership role within hotels.
• Ability to drive a high-performance culture.
• Confident communication skills in English, both verbal and written.

Responsibilities

• Support the Front of House Manager.
• Train and empower the reception team.
• Handle guest complaints and ensure satisfaction.

Skills

Leadership in hospitality

OnQ PMS knowledge

Crisis management

Strategic thinking

Effective communication

Job description

As an Assistant Front Office Manager, you will report to the Front of House Manager and be responsible for leading the reception team and Duty Managers on a day‑to‑day basis during their shift, as well as supporting their training and development. You will be overlooking the daily operations of the hotel, with a focus on the front of the house and ensuring our guests receive a lasting, memorable experience. You will be the catalyst that pulls the front office operations together, with a priority for guest satisfaction and Team Member motivation.

Tasks and Responsibilities

Support the Front of House Manager in overseeing the front‑of‑house operation to ensure guests receive a memorable experience. Training, empowering, and inspiring the team to deliver excellent service standards. Responsible for onboarding new team members, creating a culture of continuous professional development, empowering them to deliver and be the best. Hold the 2, 6, and 11‑week probation review meetings for all new starters. Ensuring all SOPs are in place and are met with consistency to the brand standards. Constantly think about how we can improve the way we do things to create an even better guest experience. Take ownership of guest complaints – fully empowered to make decisions whilst dealing with guests and expected to take full ownership of the feedback to ensure every guest leaves the hotel happy. Develop and empower the team to manage guest recovery. Monitor standards and performance of Team Members with an emphasis on training and feedback. Ensure the front of house is kept clean, tidy and presenting it with the appropriate material, tools and technology. Ensure good communication within the team and across all relevant departments of the hotel. In the absence of the Front of House Manager, prepare rotas to meet business needs. Assist the Front of House Manager with managing Health and Safety for the department, attending monthly Health and Safety/Operational Meeting where required. Conduct Duty Management shifts within the hotel.

Qualifications

• A Passion for hospitality – you are all about creating memorable experiences for others no matter what time of day.
• 2–3 years’ experience in a leadership role within hotels.
• Confident knowledge of the OnQ PMS.
• You cope well under pressure and are confident to handle crisis situations.
• You drive a high‑performance culture, setting clear expectations, empowering your team and holding them accountable.
• You are a critical, strategic thinker with the ability to challenge the way things are done to drive continuous improvement.
• You are a great role model, inspiring your team to strive for excellence.
• Ability to communicate effectively in English, both verbally and in writing. Graduate Hotels is seeking an experienced Assistant Front Office Manager to join The Randolph Hotel and its brilliant team of hospitality enthusiasts.

The landmark 151‑bedroom Randolph Hotel in Oxford is part of the Graduate Hotels collection. The boutique hotel takes inspiration from the prestigious Oxford University, with nods to college architecture and crests, and “Alice’s Adventures in Wonderland,” created by alumnus Lewis Carroll. Graduate Hotels is a unique collection of handcrafted hotels in the most dynamic university towns around the globe, including Graduate Cambridge and The Randolph Hotel in Oxford. We give life to physical spaces through thoughtful design and strong community ties. Graduate Hotels provides students, locals, and visitors alike with a place to reflect and celebrate the unique energy of each Graduate community. As a Graduate Hotels Team Member, you are the one shaping guest experiences. You like to wear multiple hats and consider yourself a local expert, storyteller, team player and creative thinker. Visit us at http://www.GraduateHotels.com.

Benefits

• Company Discount on rooms
• Generous recommend a friend scheme
• Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
• Access to a 24/7 Employee Assistance Program
• Discounts on the hotel food & beverage
• Recognition incentives
• Team Member Events
• Complimentary meal on duty in the Team Member canteen
• Parking for mopeds, scooters, and bicycles