Front Office Leader: Guest Experience & Operations

KE Hotels (Newcastle)

Newcastle upon Tyne

On-site

GBP 32,000 - 42,000

Full time

7 days ago

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Job summary

KE Hotels (Newcastle) is seeking an experienced Front Office Manager to lead the Front Office team and deliver exceptional guest experiences at our Newcastle property. You will oversee daily Front Desk operations, staff development, brand standards, and act as Duty Manager as required.

You will drive guest satisfaction, manage and coach a team, and ensure smooth check-in/check-out, with a focus on profitability and compliance.

Qualifications

Experience leading a Front Office or hotel leadership team.
Excellent customer service and problem-solving abilities.
Commercial awareness with financial and administrative skills.
Willingness to work evenings, weekends, and night shifts when required.

Responsibilities

Lead front office operations to ensure smooth check-in/check-out and guest experiences.
Act as the main contact for guest feedback and issue resolution.
Liaise with Housekeeping and Maintenance to meet brand standards.
Undertake Duty Manager duties during evenings and weekends.
Recruit, train, coach, and develop Front Office and Night’s team members.
Manage rotas, holidays, and staffing levels; conduct performance reviews.
Control departmental labour costs and budgets; ensure accurate cash handling.
Support revenue growth via upselling and guest engagement.
Maintain SOPs and standards; drive brand compliance.
Promote health, safety, and GDPR compliance; manage security incidents.