Assistant Front Office Manager

Hilton; Oxford; On-site; GBP 80,000 - 100,000; Full time

Job summary

A boutique hotel chain in Oxford is seeking an experienced Assistant Front Office Manager. This role involves leading the front of house team, ensuring guest satisfaction, and training new staff. With 2-3 years in a hotel leadership position, you are a strategic thinker who excels under pressure. Strong knowledge of OnQ PMS and excellent communication skills are essential. Join us in creating memorable experiences for our guests while enjoying various perks and a supportive working environment.

Benefits

Company discount on rooms

Generous referral programme

24/7 Employee Assistance Programme

Complimentary meal on duty

Parking for mopeds, scooters and bicycles

Qualifications

• 2–3 years experience in a leadership role within hotels.
• Confident knowledge of the OnQ PMS.
• Excellent communication skills in English, both verbally and in writing.

Responsibilities

• Oversee the front-of-house operation to ensure guests receive a memorable experience.
• Train, empower and inspire the team in their service standards.
• Hold probation review meetings for new starters.
• Take ownership of guest complaints and ensure satisfaction.
• Conduct Duty Management shifts within the hotel.

Skills

Leadership

Hospitality

Communication Skills

Strategic Thinking

Pressure Management

Tools

OnQ PMS

Job description

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 as well as Alices Adventures in Wonderland created by alumnus Lewis Carroll.

THE ROLE

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.

THE TASKS AND RESPONSIBILITIES

• Support the Front of House Manager in overseeing the front‑of‑house operation to ensure guests receive a memorable experience.
• Train, empower and inspire the team to be inspiring in their service standards.
• Onboard new team members, creating a culture of continuous professional development.
• Hold the 26‑ and 11‑week probation review meetings for all new starters.
• Ensure all SOPs are in place and met with consistency to the brand standards.
• Think continuously about improvements to create an even better guest experience.
• Take ownership of guest complaints, empowered to make decisions and 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.
• Keep the front of house clean, tidy and presentable with the appropriate material, tools and technology.
• Ensure good communication within the team and across all relevant departments of the hotel.
• Prepare rotas to meet business needs in the absence of the Front of House Manager.
• Assist with Health and Safety for the department, attending monthly Health and Safety / Operational Meetings where required.
• Conduct Duty Management shifts within the hotel.

WHAT WE ARE LOOKING FOR FROM YOU

• A passion for hospitality – 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.
• Ability to cope well under pressure and handle crisis situations.
• Drive a high‑performance culture, setting clear expectations and holding the team accountable.
• Critical strategic thinker, able to challenge the status quo to drive continuous improvement.
• Inspiring role model, encouraging the team to strive for excellence.
• Excellent communication skills in English, both verbally and in writing.

THE PERKS

• Company discount on rooms.
• Generous referral programme.
• Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal.
• 24/7 Employee Assistance Programme.
• 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.

ABOUT GRADUATE HOTELS

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 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.

EQUAL OPPORTUNITIES

We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, pregnancy and maternity.

RIGHT TO WORK

In line with the Asylum and Immigration Act 1996 we do require all applicants to have the eligibility to live and work in the United Kingdom.

Employment Type: Full‑Time

Experience required: 2–3 years (hotel leadership role)