Front Office Manager

Hand Picked Hotels; Bath; On-site; GBP 35,000 - 41,000; Full time

Job summary

A leading luxury hotel collection is seeking a Front Office Manager to oversee the reception team at Bailbrook House Hotel in Bath. This role is key in providing exceptional guest experiences, managing team performance, and maintaining high standards of service. Successful candidates will have prior management experience in a hotel environment and a strong commitment to guest satisfaction.

Benefits

Competitive salary package

Company pension scheme

Life assurance scheme

Employee Assistance Program

28 days holiday per year, increasing with service

Discounted staff stays

Qualifications

• Experience at management level within Reception or Front Office is essential.
• Proven skills in coaching and developing teams.
• Outstanding customer service ability is critical.

Responsibilities

• Ensure exceptional service delivery by the Reception Team.
• Lead team in achieving department goals and improving operations.
• Maintain a safe and secure workplace environment.

Skills

Customer Service

Team Management

Financial Acumen

Tools

Opera

Job description

Hand Picked Hotels is a beautiful collection of 21 privately owned, luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location, from Scotland to the Channel Islands, offering breath taking views, from vast countryside to expansive beaches, to lush woodlands. With every need taken care of, the team at each hotel ensures every guest has a magical experience, encouraging them to return time and time again.

Hand Picked Hotels was founded in 2001 by owner and Chairman, Julia Hands MBE. Whilst each hotel is individual, every property fulfils the company values of family and community, Individuality, Care, Aiming Higher and Delighting our guest ensuring a hand picked experience for every guest and employees.

We are currently recruiting for a Front Office Manager at Bailbrook House Hotel, part of Hand Picked Hotels.

Bailbrook House Hotel is a prestigious luxury country house hotel, steeped in history and located within the beautiful city of Bath. Bailbrook House Hotel has 88 bedrooms spread across the Mansion house and court and has been awarded 4 Silver stars by the AA. It is a popular venue for relaxing weekends away or for weddings and events.

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• The role of a Front Office Manager is to be responsible for ensuring that the Reception Team consistently delivers exceptional service, putting the guest at the heart of all activities.
• You will be leading the team in the effective delivery of department goals, planning and organising work activities, seeking to continuously improve ways of working and engaging the team to do the same.
• Maintaining a safe, healthy and secure workplace environment, following all work protocols and engaging the team with training and upsell initiatives. Building effective relationships to create a positive learning environment will be a key requirement to ensure the success of the department and team. Making clear, confident decisions, will be second nature to you, consulting with others where needed ensuring you all reach the same goals.
• Being able to demonstrate a good understanding of business financials including labour costs, forecasting and budgets.
• Most of all we will want you to be inspired, have fun and enjoy being part of our Passionate Hand Picked Team.
  
  

About You

• Previous experience working at Management level within Reception or Front Office is a requirement for this role. Ideally with an 4/5-star luxury hotel. Having a good working knowledge of Opera is desirable but not essential.
• Proven experience of managing, coaching and developing teams, and you will enjoy motivating others to be their best, achieve their goals and full potential.
• Being driven to deliver outstanding and memorable customer service, ensuring our guests feel at home will be your passion and motivation.
• You will be excellent at building a rapport with colleagues and guests.
• Most of all, you will have a professional, organised and friendly approach and be able to anticipate our guests needs and create memories.
  
  

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Our Benefits Include

• A competitive salary package of £35,000 per year, plus a share of service charge.
• This is a Full-Time role working 5 days out of 7 including weekends on a rota basis, 40 hours per week, which may vary depending on business needs.
• Company pension scheme with a generous employer contribution.
• Life assurance scheme.
• Employee Assistance Program to support you with whatever life throws at you.
• Company Sickness Scheme Benefit.
• 28 days holiday per year including bank holidays, increasing to 33 days including bank holidays with length of service.
• Forward career progression, with access to our In House and external training programs, including apprenticeships up to level 7, which are all supported by our learning and development team.
• Discounted staff stays in our hotels and on food & drink.
• Annual loyalty awards (like afternoon teas and overnight stays.
• Online retail discount platform offering thousands of savings with high street retailers and restaurants as well as a health and well-being platform.
• Opportunity to make lifelong friendships and be part of team that celebrates Diversity and Inclusion.
  
  

Hand Picked Hotels is an Equal Opportunities employer. Candidates must be eligible to live and work in the UK.