Front of House Leader: Guest Experience Champion

Park Plaza; Leeds; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

30 days holiday

Discounted hotel rates

F&B discounts

Two daily meals

Wagestream access

Refer a Friend bonus

Wellbeing programme

Ride to Work

Partner discounts

Uniform dry cleaning

Finance advice

Employee assistance

Company pension

Training & development

Job summary

Park Plaza Leeds is seeking a Front of House Manager to lead the heart of the hotel, delivering a consistently outstanding guest experience from arrival to departure. You will drive service excellence, coach the front office team and collaborate with hotel leadership to uphold brand standards and financial targets.

In this guest‑facing role you will engage with guests, manage performance, optimise staffing and oversee housekeeping, reception and guest services with a calm, professional presence.

Qualifications

• Proven experience in leadership of front-of-house in a branded hotel environment.
• Strong knowledge of front office systems and procedures.
• Experience developing and coaching teams to high performance.

Responsibilities

• Take ownership of Front of House operations to deliver consistent guest experiences.
• Engage with guests, address feedback and resolve issues with confidence and care.
• Lead, coach and develop front office teams to create a high‑performance culture.
• Optimise staffing, resources and rotas to meet demand.
• Drive service excellence, brand standards and compliance across the department.
• Manage productivity, payroll and cost controls in line with targets.
• Identify opportunities to enhance guest experience, revenue and efficiency.
• Collaborate with Operations, Guest Experience, Finance, HR and Commercial teams.
• Ensure health & safety, data protection, asset protection and ESG standards are adhered to.

Skills

Front office leadership

Branded hotel experience

Opera PMS knowledge

Forecasting tools

People management

Operational excellence

Brand standards

Tools

Opera PMS

Forecasting software

Job description

Park Plaza Leeds is seeking a Front of House Manager to lead the heart of the hotel, delivering a consistently outstanding guest experience from arrival to departure. You will drive service excellence, coach the front office team and collaborate with hotel leadership to uphold brand standards and financial targets.

In this guest‑facing role you will engage with guests, manage performance, optimise staffing and oversee housekeeping, reception and guest services with a calm, professional presence.