Front Desk Manager

Stonegate Group; Folly Gate; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading hospitality company in England is seeking a Front Desk Manager to oversee guest relations and ensure exceptional service. The ideal candidate will have over 4 years of experience in a similar role, managing large teams and guest volumes. Responsibilities include maintaining professionalism, executing guest resolution strategies, and tracking performance metrics. The role demands strong leadership and communication skills, with a preference for multi-language proficiency. This position offers the opportunity to create memorable guest experiences in a dynamic environment.

Qualifications

• More than 4 years of experience in a Front Desk Managerial position or as General Manager in a boutique or 4-5-star hotel.
• Experience handling 100+ guests in a 4-5-star hotel.
• Experience supervising 30+ team members in Guest Services.
• Willingness to work under pressure.
• Conversational proficiency in additional languages preferred.

Responsibilities

• Maintain a constant presence of professionalism within Front Desk operations.
• Serve as the brand voice and representative of the ship.
• Execute the Ability to Resolve Issues vision.
• Track metrics such as guest counts and desk volume.
• Ensure precision during financial transactions.
• Respond to escalated guest concerns with professionalism.

Skills

Hospitality skills

Communication skills

Leadership skills

Organizational skills

Decision-making abilities

Language proficiency (Spanish, Italian, Portuguese, French, or German)

Job description

The Front Desk Manager owns each guest with whom they interact, follows up on experience and offers a seamless execution of premium service that is both exceptional and memorable. As a Manager in the Guest Relations Department, the Front Desk Manager is the liaison between the Front Desk Team and all Hotel and Marine Departments to proactively anticipate every guest’s needs and expectations. The Front Desk Manager must possess outstanding hospitality, communication, leadership, organizational skills and effective decision‑making abilities. Paying keen attention to detail, the Front Desk Manager is fully accountable for fostering a quality and personalized guest experience within the team. The individual will take full ownership of the Front Desk Team regarding financial results, development, training, analytics, escalated guest interactions, guest sentiment, orderliness, emergency preparedness and overall efficacy of Front Desk operations, both back and front of house.

Qualifications

• More than 4 years of experience in a Front Desk Managerial position or as General Manager in a boutique or 4‑5‑star hotel.
• Experience handling 100+ guests in a 4‑5‑star hotel.
• Experience supervising 30+ team members in Guest Services.
• Willingness to work under pressure.
• Conversational proficiency in additional languages such as Spanish, Italian, Portuguese, French or German (preferred).

Essential Duties & Responsibilities

All duties are performed in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, KPIs, environmental and safety policies. Responsibilities include:

• Maintaining a constant presence of professionalism and emergency preparedness within Front Desk operations.
• Serving as the brand voice and physical representative of the ship and Guest Relations for all interactions and calls, providing impeccable, personalized quality of service to internal and external guests and crew.
• Executing the Ability to Resolve Issues vision and holding accountability for team development, performance, financial health and guest satisfaction.
• Championing strong administrative skills, tracking metrics such as guest counts, desk volume, concern content and guest/crew interaction behavior.
• Communicating inventory, program access and maintenance requirements, and stewarding work areas and tools.
• Ensuring precision during financial transactions and cash float operations.
• Responding to escalated guest concerns in an upscale, considerate, professional, and positive manner, showing empathy and active listening.