Front of House Leader - Guest Experience & Team Growth

Mercure Hotels; Washington; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Free meals on duty

Pension scheme

Hotel discounts worldwide

Job summary

Mercure Newcastle George Washington Hotel Golf and Spa in Washington, UK, is seeking a Front of House Manager. You will lead the Reception and Nights Teams, drive guest satisfaction and operational results, and represent the brand with passion.

The ideal candidate has proven leadership in a hotel reception environment, can motivate and delegate, and will champion brand standards, guest relations, and collaborative teamwork.

Qualifications

• Experience leading a hotel reception or similar team.
• Ability to develop self and others and build skills.
• Strong relationship builder with stakeholders.
• Strategic thinker with clear communication.
• Proven leader capable of inspiring teams and driving results.
• Strong business acumen with KPI delivery.

Responsibilities

• Lead the Reception and Nights Teams to deliver exceptional service.
• Ensure guest expectations are met from booking through checkout.
• Own and improve guest relations by addressing feedback through the Duty Managers and departments.
• Attend daily/weekly management meetings and generate guest service index reports.
• Promote brand standards and ensure compliance with operating controls.
• Foster employee engagement and an inclusive team environment.
• Build relationships within the local community and with hotel stakeholders.

Skills

Leadership

Customer service

Communication

Team management

Brand standards

Job description

Mercure Newcastle George Washington Hotel Golf and Spa in Washington, UK, is seeking a Front of House Manager. You will lead the Reception and Nights Teams, drive guest satisfaction and operational results, and represent the brand with passion.

The ideal candidate has proven leadership in a hotel reception environment, can motivate and delegate, and will champion brand standards, guest relations, and collaborative teamwork.