Front of House Manager

Wotton House; Dorking; On-site; GBP 30,000 - 40,000; Full time

Job summary

A prestigious hotel located in Dorking seeks a Front of House Manager to lead their front office team and ensure outstanding guest service. The ideal candidate will have 1-2 years of experience in a similar role, excellent communication skills, and strong organizational abilities. Responsibilities include overseeing check-in/out processes, managing front office operations, and handling guest concerns. If you're passionate about delivering high-quality guest experiences, we would love to hear from you.

Benefits

Discounted hotel room rates

Enhanced Maternity leave

Course Sponsorship

Life Insurance

Free meals on duty

Qualifications

• 1-2 years as a Reception or Front Office Manager in hospitality.
• Proven record of effective team leadership and coaching.
• Exceptional communication skills for high-quality guest service.
• Strong organizational abilities for operational efficiency.
• Familiarity with budgeting and financial reporting.

Responsibilities

• Lead the front office team to deliver outstanding guest service.
• Oversee daily front of house operations and check-in/out processes.
• Recruit, train, and mentor front desk staff to maintain service standards.
• Handle guest concerns and complaints effectively.
• Manage front office budgets and participate in financial forecasting.

Skills

Team leadership

Guest service

Communication

Organization

Problem-solving

Tools

Property Management Systems (PMS)

Microsoft Office Suite

Job description

JOIN US

At Wotton House , we make every guest and team member feel part of our story – like anything is possible. Our space is your space, and we redefine what it means to offer bespoke experiences. Our experiences are crafted exclusively for you. We offer friendly, welcoming and authentic service that is personal to everyone, with little touches that make all guests and staff feel wanted. We make people feel special. They deserve to be here.

The answer is yes, what is the question? We are architects of innovation; a little bit quirky and eccentric with a can-do attitude that helps to craft different and inventive experiences for all our guests. Wotton House is steeped in history and natural wonder, and we want everyone who visits to explore our story and become part of it. Botanicals are in our fabric and everything we do reflects this. We are aware of our impact on the world around us, and our choices reflect this. We are proud to have a Green Key award, and we work closely with our local community and hyper local suppliers when we can. We are brave and we have a sense of humour – we are the flamingo in a flock of pigeons. Everything we do is Wonderfully Wotton.

OUR HOTEL

Wotton House is a countryside escape and a space to gather, meet, stay and dine; an experience in itself, steeped in history and natural wonder, bringing people together to create memories. We are architects of innovation with a make it happen attitude. Our space is your space, crafted exclusively for you.

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

A DAY IN THE LIFE OF A FRONT OF HOUSE MANAGERATOUR HOTEL

What you'll be doing..

• Lead the front office team, which includes a Reception Manager and Night Manager, to deliver outstanding guest service, ensuring every guest feels valued and welcomed
• Oversee daily front of house operations, by managing the Reception Manager and their team, overseeing check-in / out processes, room assignment accuracy, and seamless billing, with a focus on efficient processes to minimize wait times and uphold high service standards
• The Hotel partners with third-party Housekeeping services, so, as Front of House Manager, you will maintain cleanliness levels through weekly room inspections and daily interaction with the third-party management Team
• Recruit, train, and mentor front desk and Night staff to create a positive, collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently
• Act as the primary contact for guest concerns, handling complaints with empathy and efficiency, and collaborating with other departments to ensure smooth operations and guest satisfaction
• Manage front office budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance
• Maintain records of occupancy, rates, and guest profiles, preparing daily, weekly, and monthly reports, and share insights with senior management
• Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships
• Ensure front desk operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members

What We Need from You :

• A minimum of 1-2 years as a Reception or Front Office Manager within the hospitality industry, ideally in a hotel setting
• Proven record of effectively leading a team, building positive dynamics, and coaching for performance
• Exceptional communication and interpersonal skills, with a passion for delivering high-quality guest service and resolving issues professionally
• Strong organizational abilities to manage daily operations and administrative tasks efficiently
• Familiarity with budgeting, forecasting, and financial reporting, along with knowledge of cash handling, accounts receivable, and basic accounting principles
• Proficiency in front desk and property management systems (PMS), such as Opera or similar, along with a working knowledge of Microsoft Office Suite
• Resourceful, solution-oriented, and comfortable making decisions under pressure
• Flexibility to work evenings, weekends, and holidays as needed to meet the demands of the hotel industry

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact [e-mail].