Cluster Front Office Leader | Guest Experience & Revenue

Berkshire News; Pennington; Remote; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Gym and leisure facilities access

Food discounts onsite

Pension scheme

Career development through training

28 days annual leave

Cycle to Work

Discounts on Warner holidays

Employee Assistance Programme

Life Assurance

Free onsite parking

Job summary

Warner Hotels Group is seeking a Cluster Front Office Manager to lead the front office operations across Sinah Warren and Lakeside, delivering exceptional guest experiences aligned with Warner standards.

You will oversee reception, guest services, and holiday sales, drive revenue through team leadership and training, ensure safety and compliance, and collaborate with housekeeping and F&B to ensure seamless guest journeys.

Qualifications

• Strong knowledge of reservations systems, guest service standards, and sales techniques.
• Proven leadership experience in front office or hospitality operations.
• Commercial acumen with experience in budgeting and revenue generation.

Responsibilities

• Deliver outstanding guest experiences by ensuring reception, holiday sales, and night teams provide warm, attentive, and accurate service at every touchpoint.
• Stay poised and ready to respond to unexpected challenges, adapting quickly to maintain smooth operations and guest satisfaction.
• Drive holiday sales performance by coaching the team to confidently promote packages and experiences, contributing to revenue growth while maintaining integrity and care in every recommendation.
• Be an expert in the rebooking process & drive onsite break sales.
• Curiously challenge existing processes by introducing innovative ideas that enhance efficiency, improve guest journeys, and elevate service standards.
• Maintain world-class standards in front office operations through continuous refinement of procedures, technology use, and team training.
• Keep promises by ensuring accurate reservations, billing, and guest communications, delivering commitments on time and to the highest standard.
• Champion collaboration by working closely with housekeeping, F&B, and other departments to ensure seamless coordination and exceptional guest experiences.
• Lead, coach, and develop the reception, holiday sales, and night teams, fostering a culture of trust, open communication, and professional growth where every voice is valued.
• Monitor performance metrics, guest feedback, and occupancy trends, using insights to refine strategies and improve results.
• Ensure compliance with health, safety, and data protection standards, creating a safe and professional environment for guests and team members.

Skills

Reservations systems

Guest service standards

Sales techniques

Leadership experience

Commercial acumen

Communication skills

Team leadership

Job description

Warner Hotels Group is seeking a Cluster Front Office Manager to lead the front office operations across Sinah Warren and Lakeside, delivering exceptional guest experiences aligned with Warner standards.

You will oversee reception, guest services, and holiday sales, drive revenue through team leadership and training, ensure safety and compliance, and collaborate with housekeeping and F&B to ensure seamless guest journeys.