Front of House and Conference Manager

Police Federation of England and Wales; Leatherhead; On-site; GBP 35,000 - 45,000; Full time

Job summary

A national organization is seeking a Front of House and Conference Manager to oversee the reception and conference centre operations. The role involves managing a team of 11, ensuring exceptional customer service, promoting hotel services, and overseeing the efficient running of events and bookings. The ideal candidate will have strong management experience, excellent communication skills, and a proactive approach to enhance guest experiences and maximize revenue opportunities.

Benefits

Competitive salary

Life assurance

Private healthcare

Enhanced pension contribution

Onsite gym

Free onsite parking

Employee discounts

26 days holiday

Qualifications

• Previous experience as Front of House Manager or Reception Manager within a hotel / conference centre.
• Experience of managing conferences or events.
• Effective interpersonal and communication skills.
• Proficient written and spoken English communication skills.

Responsibilities

• Ensure smooth and efficient running of the hotel and conference centre.
• Line manage a team of 11, including various staff roles.
• Proactively promote hotel and conference services.
• Overall responsibility for conference centre hire and bookings.
• Oversee hiring, onboarding, and training of reception staff.
• Manage weekly rotas and overtime.
• Attend operational meetings to align objectives.
• Ensure inquiries are handled promptly and courteously.
• Guarantee efficient administration of reservations.

Skills

Front of House Management experience

Conference management experience

People management

Interpersonal communication

Problem-solving skills

Organizational skills

Flexibility

Proficient English communication

Job description

Front of House and Conference Manager

Application Deadline: 30 January 2026

Department: Reception

Employment Type: Permanent - Full Time

Location: Federation House

Reporting To: Finance Director

Description

Responsible for Federation House hotel reception and overall responsibility for the conference centre. This role will ensure the effective operational running of reservations, guest experience and conference centre. Manage and lead a team of 11 within the department, ensuring that all customer requirements are dealt with effectively by the team and that a co-ordinated approach is maintained. This person will be an integral part of the Federation House team and will be instrumental in ensuring we provide our customers with a great experience and maximise revenue opportunities for the conference centre.

Key Responsibilities

• Operations: Ensure the smooth and efficient running of the hotel and conference centre reception area, maintaining high standards of service at all times. Review and streamline practices and identify opportunities for improvements and efficiencies.
• Team Leadership: Line manage a team of 11, including Night Porters, Supervisors, Meeting & Reservation Coordinator, and Reception staff. Provide clear communication, guidance, and support to achieve service level agreements (SLAs).
• Drive brand visibility and revenue growth: Proactively promote hotel and conference services through upselling, cross-selling, and building strategic partnerships; leveraging guest feedback and market trends to enhance offerings and strengthen the Federation House brand.
• Conference Centre & Events Management: overall responsibility for the conference centre hire, bookings, and maximising future opportunities. Oversight to ensure that Events run smoothly, support the Meeting and Reservation Coordinator with promoting and managing bookings, and ensuring customers’ expectations are met.
• Recruitment & Development: Oversee hiring, onboarding, training, and ongoing development of reception staff to maintain a skilled and motivated team.
• Staff Scheduling: Manage weekly rotas and overtime to ensure adequate staffing levels while adhering to budgetary constraints.
• Collaboration: Work closely with key stakeholders and section managers and attend weekly operational meetings to align priorities and objectives.
• Customer Service: Oversee all customer facing and guest interactions—both in person and via phone/email—ensuring inquiries are handled promptly, professionally, and courteously.
• Reservations & Check-In/Out: Guarantee efficient administration of reservations and smooth guest check-in/out processes, ensuring accurate billing and timely payment.
• Revenue Management: Maximise room occupancy and revenue through effective yield management, maintaining optimal average room rates and REVPAR.

Skills, Knowledge and Expertise

• Previous experience as Front of House Manager or Reception Manager within a hotel / conference centre
• Experience of managing conferences or events
• People management experience, ideally within the hospitality sector
• Effective interpersonal and communication skills, with the ability to communicate at all levels
• Be approachable, calm under pressure, and able to maintain a professional and positive manner
• Have a hands‑on approach, is well organised, and able to take direction and utilise their own initiative
• Proficient written and spoken English communication skills
• Flexibility to support on weekend events as and when required

Benefits

We offer multiple benefits to our HQ employees including: competitive salary, life assurance, private healthcare, enhanced pension contribution, enhanced leave, employee assistance program, onsite free lunches and refreshments, free onsite gym, free onsite parking, 26 days holiday (increasing with length of service), mental health clinics, support for continuous professional development, employee discounts and more….