Front Office Leader | Flexible Hours & Guest Experience

RBH Hospitality Management LTD; Harrogate; On-site; GBP 35,000 - 47,000; Full time

Benefits offered by this job

Discounted room rates for you and your

Birthday leave

Maternity/adoption & shared parental

Course Sponsorship

Refer a Friend £250

Flexible working arrangements

Wagestream – paid on demand

Life Insurance

Employee Assistance Programme

Wellness events and activities

Free meals on duty

Additional benefits

Job summary

RBH Hospitality Management LTD is seeking a proactive Front Office Manager for The Crown Hotel Harrogate, a central historic property with 115 bedrooms and event spaces. You will lead daily front desk operations, ensuring guests receive a warm welcome and seamless stays.

You will manage the reception team, handle guest inquiries, oversee reservations and check-ins, coordinate with Housekeeping and F&B, monitor guest feedback, and contribute to budgetary controls and service excellence in a busy

Qualifications

• Experience in a Front Office supervisory or management role within hospitality.
• Proven ability to lead, motivate and develop a team.
• Strong passion for guest service with confidence in handling feedback professionally.
• Strong knowledge of Front Office operations (check-in/check-out, reservations, billing, guest relations).
• Experience using hotel PMS (Guestline or similar) and good knowledge of MS Office.
• Good understanding of departmental budgets, payroll, labour costs and financial controls.
• Understanding of food safety, hygiene, licensing and health and safety requirements in hotel operations.
• Strong organisational and communication skills and ability to manage priorities.
• Ability to work collaboratively across departments and support wider hotel management.
• Flexibility to work evenings, weekends and bank holidays.

Responsibilities

• Take overall responsibility for day-to-day operation of the Front Office and ensure the team delivers excellent guest service.
• Oversee all aspects of the guest journey including arrivals, departures, room allocations, reservations and billing.
• Act as senior point of contact for guest feedback and resolve issues professionally.
• Monitor guest satisfaction scores, online reviews and service feedback; implement improvements.
• Ensure effective communication between Front Office, Housekeeping, Maintenance and F&B.
• Monitor payroll, labour costs and operating expenses; manage resources within budget.
• Oversee cash handling, banking, and financial controls; ensure Front Office procedures are followed.
• Support revenue generation through upselling and promotion of hotel facilities and F&B.
• Maintain accurate departmental records and reporting (occupancy, feedback, performance).
• Ensure Front Office team adheres to policies, standards and health, safety, security procedures.
• Provide operations support across F&B when required (breakfast, bar, events).
• Assist with coordinating F&B team activities and ensuring food safety and licensing.
• Work with wider management team to ensure consistent service delivery; be hands-on as required.

Skills

Front Office leadership

Guest service excellence

Team motivation

PMS knowledge (Guestline)

MS Office proficiency

Tools

Guestline PMS

MS Office

Job description

RBH Hospitality Management LTD is seeking a proactive Front Office Manager for The Crown Hotel Harrogate, a central historic property with 115 bedrooms and event spaces. You will lead daily front desk operations, ensuring guests receive a warm welcome and seamless stays.

You will manage the reception team, handle guest inquiries, oversee reservations and check-ins, coordinate with Housekeeping and F&B, monitor guest feedback, and contribute to budgetary controls and service excellence in a busy