Assistant Front Office Manager

Graduate Hotels; Oxford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hospitality company in Oxford seeks a dedicated Front of House Leader to enhance guest experiences. Responsibilities include supporting hotel operations, training staff, and managing guest feedback. Ideal candidates will have 2-3 years of leadership experience, strong crisis management skills, and a passion for hospitality. Competitive perks include discounts and an employee assistance program.

Benefits

Company Discount on rooms

Generous recommend a friend scheme

Access to discounts and cashback through retailers

24/7 Employee Assistance Program

Discounts on hotel food & beverage

Recognition incentives

Team Member Events

Complimentary meal on duty

Parking for mopeds, scooters, and bicycles

Qualifications

• 2-3 years of experience in a leadership role within hotels.
• Ability to create memorable experiences for guests.
• Capability to drive a high-performance culture.

Responsibilities

• Support the Front of House Manager in daily operations.
• Train and empower team members for service excellence.
• Manage guest complaints and recovery processes.
• Conduct Duty Management shifts in the hotel.

Skills

Passion for hospitality

Leadership experience

Knowledge of OnQ PMS

Crisis management

Strategic thinking

Effective communication

Job description

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 be inspiring in their service standards.
• Responsible for onboarding new team members, where you will create 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.
• You will constantly be thinking about how we can improve the way we do things to create an even better guest experience.
• Taking ownership of guest complaints - you will be fully empowered to make decisions whilst dealing with guests and are expected to take full ownership of the feedback to ensure every guest leaves the hotel happy.
• Developing and empowering the team to manage guest recovery.
• Monitor standards and performance of Team Members with an emphasis on training and feedback.
• Ensuring the front of house is kept clean and tidy and presenting it with the appropriate material, tools, and technology.
• Ensuring 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.
• To assist the Front of House Manager with managing Health and Safety for the department, attending monthly Health and Safety / Operational Meeting where required.
• Conducting Duty Management shifts within the hotel.

WHAT WE ARE LOOKING FOR FROM YOU

• A Passion for hospitality – you are all about creating memorable experiences for others no matter what time of day.
• 2 – 3 year's 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.

THE PERKS

• 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