Front of House Manager – Guest Experience Leader

MERCURE; Washington; On-site; GBP 42,000 - 56,000; 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, United Kingdom, is seeking a Front of House Manager to lead the Reception and Nights teams and ensure outstanding guest service.

The successful candidate will have prior leadership experience in hotel reception, drive guest satisfaction, manage performance, and collaborate with senior management to deliver on KPIs within a busy hospitality environment.

Qualifications

• Previous experience in a leadership role within a similar hotel brand.
• Passionate to grow and develop self and others.
• Strong relator with ability to build relationships.
• Strategic, creative and able to communicate effectively.
• A proven leader who is able to inspire others.
• Strong business acumen and demonstrated success in driving the commercial performance of the business and delivering on KPIs.

Responsibilities

• Lead the Front of House team across Reception and Nights to deliver outstanding guest service.
• Ensure guest expectations are exceeded from booking through to checkout.
• Develop and coach Receptionists, Nights Teams and Supervisors for performance.
• Act as Guest Relations Manager, handling complaints after informal stages and monitoring feedback.
• Review online reviews and coordinate with department heads to resolve issues.
• Participate in daily/weekly management meetings and generate guest service index reports.

Skills

Leadership

Customer service

Team management

Communication

Strategic thinking

People development

Job description

Mercure Newcastle George Washington Hotel Golf and Spa in Washington, United Kingdom, is seeking a Front of House Manager to lead the Reception and Nights teams and ensure outstanding guest service.

The successful candidate will have prior leadership experience in hotel reception, drive guest satisfaction, manage performance, and collaborate with senior management to deliver on KPIs within a busy hospitality environment.