Front of House Manager

Axiom Hospitality Limited; Winchester; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Hotel discounts

28 days holiday

Benefits portal discounts

Employee Assistance Line

Annual stayover after 1 year

Training and progression opportunities

Referral bonus £250

Free meals on shift

Length of service awards

Job summary

The Winchester Hotel & Spa, part of Axiom Hospitality Limited, seeks a Front of House Manager to lead the reception department and front-of-house service. You will coach and train teams to deliver courteous, efficient service and embody our standards in every guest interaction.

Join a busy team with growth opportunities, competitive benefits, and a focus on progression within a growing hospitality group. You’ll play a key role in creating memorable guest experiences.

Qualifications

• Hospitality-focused leadership with guest-driven mindset.
• Proven ability to coach, train and develop reception and F&B teams.
• Excellent communication and professional presentation.

Responsibilities

• Oversee Front of House operations from reception to service delivery.
• Lead, coach and develop the Front Desk and F&B team to meet service targets.
• Manage costs, scheduling and resources to support performance.

Skills

Front of House management

Customer service

Team leadership

Communication skills

Staff training

Problem solving

Job description

The Winchester Hotel & Spa has been one of Winchester’s most popular destinations for weekend getaways and spa breaks for over 20 years. The hotel consists of 96 bedrooms across four room types, a relaxing spa with a range of professional treatments as well as a refreshing pool and hot tub, flexible function rooms and a stylish bar and restaurant to enjoy throughout the day.

We are currently recruiting for a Front of House Manager to join our Truly Talented team.

Reporting directly to General Manager, this is an exciting role for a talented individual looking for career growth and the opportunity to lead a hardworking team.

What we offer

• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Free meals while on shift;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Your role

As a Front of House Manager, you will be running the reception department. You will manage, coach and train the team to provide courteous and efficient service to all guests and maintain the levels of service to the highest standards at all times.

You will lead by example and greet guests in a warm, friendly manner and be a true ambassador for excellent service, dealing with all requests and queries in an efficient and professional manner, whether face-to-face or over the telephone.

You’ll work in a busy and hardworking team environment, where you’ll continually learn and develop.

Responsibilities of a Front of House Manager will include but are not limited to:

• Managing the full guest experience from the moment of booking through to post-stay – ensuring each and every guest receives a great experience, defined by our values and mission statement;
• Directly managing the Front Desk and F&B Team in delivering the Front of House strategy and targets;
• Manage the departmental costs ensuring scheduling and resources are dispatched accordingly to support operational performance;
• Establishing opportunities for improving operations consistently;
• Address guests' service needs in a professional, positive, and timely manner;
• Comply with quality assurance expectations and standards;
• Setting a clear example for all staff members with regard to personal presentation and positive attitude;
• Regularly review our guest experience feedback, share results and comments and work to improve each facet of the business;
• Continuously improve all operational processes and ensure these are clearly communicated to the relevant team members.

The ideal person for this role will be enthusiastic about change, focused on details and trusting.

The core skills and experience required to succeed

• Truly passionate about the Hospitality Industry;
• Previous experience as a receptionist or reception supervisor is required;
• Ability to understand our guests’ needs to create exceptional service experiences, that result in lasting memories;
• Outstanding customer service skills with the ability to anticipate guests’ needs;
• A strong leader capable of motivating and influencing others to work to defined procedures and standards;
• Excellent personal presentation;
• Ability to function independently with a minimum of supervision;
• Excellent communication skills, the ability to communicate verbally and in writing;
• To be an enthusiastic team player with a flexible approach.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and the The Winchester Hotel & Spa.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.