Front Office Manager

Apex Hotels; Bath; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

35 days holiday

Training from day one

Employee events

Gym and pools access

Discounted restaurant rates

Life Assurance

Job summary

Apex Hotels in Bath seeks a proactive Front Office Manager to oversee the guest journey from arrival to departure. You will lead a multi-skilled Front Office team, ensuring a seamless lobby experience while driving revenue through upselling and effective room inventory management.

This senior role requires a strong focus on people development and adherence to brand standards. You will work closely with Housekeeping, Maintenance, and F&B, covering day, late, and occasional night shifts on a

Qualifications

• Customer-centric with a focus on enhancing the guest journey.
• Clear and influential communicator across all levels.
• Ability to drive continuous improvement and transformational change.
• Talent for identifying and managing resources to hit targets.
• Strong understanding of Health & Safety requirements.

Responsibilities

• Develop and implement departmental strategies that enhance guest experience and service delivery.
• Lead, coach and develop a multi-skilled Front Office team; support cross-department collaboration.
• Maintain a high-profile presence during peak guest demand; deliver a seamless lobby and arrival experience.
• Deliver monthly Net Promoter Score (NPS) and Guest Review Index targets (arrival, in-stay, departure).
• Own guest feedback and complaint resolution with timely, effective outcomes.
• Drive personalization through guest preference profiling and ownership of customer data.

Skills

Customer focus

Communication

Health & Safety

Leadership

Budgeting

Job description

Why Join Apex Hotels?

You’ll be welcomed into Apex Hotels with genuine warmth as you join us as a Front Office Manager in Bath. From your very first day, you’ll be part of a team that truly cares, where people feel valued, included, and connected. We love individuality - it’s what brings the spark, the curiosity, and the human touch to every interaction.

Role Overview

As part of the senior leadership team, this highly visible role will be responsible for overseeing and coordinating the customer journey from arrival through departure, and all in stay requirements. You will contribute to maximising Room, F&B and Other Revenue streams through effective upselling, cross selling, and Room Inventory Management. Striving for excellence, you and your team will at all times ensure me work in line with our Brand Standards.

In addition to Building, leading and managing high-performing team, you will foster a spirit of team-work and collaboration, working closely with Housekeeping, Maintenance, F&B, and all our Support functions. Encouraging a multi-skilled team, you will ensure your team are willing and able to step in and support any department in the Hotel, during a time of need.

This role will include operational coverage across a seven-day senior Management Rota. Although you will be a Head of Department and trusted with creating your own Rotas, you will be required, in the best interests of leading and training your team, to cover mainly day shifts, but also some Late shifts, and the odd Night Shift (Night shift on a rare occasion) and as required, as a means to provide presence, support, training, and developing of our People, and Standards across each area in your Department.

Whilst based at a set Home location, we do operate within the Region of Apex, England Hotels and on the rare occasion, you may be requested travel and support at one of our sister properties, or Scottish properties, as required.

Main Responsibilities:

• Develop and implement departmental strategies that enhance guest experience and service delivery
• Lead, coach and develop a multi-skilled Front Office team, creating succession plans and supporting cross-department collaboration
• Maintain a high-profile presence during peak guest demand periods, delivering a seamless lobby and arrival experience
• Deliver monthly Net Promoter Score (NPS) and Guest Review Index arrival, in-stay and departure targets
• Take ownership of guest feedback and complaint resolution, ensuring timely and effective outcomes
• Drive personalisation through guest preference profiling and ownership of customer data within the PMS
• Create, manage and deliver departmental budgets while controlling labour costs in line with revenue performance
• Deliver upselling and cross-selling initiatives that maximise room, F&B and ancillary revenue opportunities
• Host weekly and monthly strategy meetings with operational teams and the General Manager, reviewing key metrics and performance indicators
• Conduct daily and weekly payroll cost analysis against forecasted and actual occupancy to ensure optimal performance
• Own departmental brand standards, ensuring audit results are in line with targets and company expectations
• Oversee compliance training, Health & Safety and legislative requirements within the department
• Maintain emergency response readiness and support hotel-wide compliance standards
• Provide occasional late and night shift coverage to support operational needs, training and team development

About you

We love to welcome people with different experiences and from different places into our Apex family. We want to ensure you get the best experience from the role you begin your journey with us in. To excel within this role, you will have:

• Customer-centric with a clear focus on enhancing the guest journey
• A clear and influential communicator with the ability to engage across all levels
• The ability to adapt and drive continuous improvement and transformational change
• A talent for identifying and managing resources to achieve targets
• A strong understanding of Health & Safety requirements
• A coaching, supporting and challenging leadership style that drives performance
• Commercial awareness with the ability to analyse performance, control costs and identify revenue opportunities

You will work with great people, enjoy your time at work, develop new friendships, networks, and skills, and of course you will also receive a competitive rate of pay and a generous range of employee benefits which includes:

• 35 days holiday
• Training and development from day one
• Employee events and celebrations
• Inhouse company interactive employee communication app
• Entry to our state-of-the-art gym and pools
• Healthy meals to enjoy while you're working
• Access to an external Employee Assistance Programme
• Financial Wellbeing App

Following your first successful 3 months, you will receive ...

• Access to our discounts and wellbeing platform “Treat Yourself Here”, unlocking savings and experiences for you and your family.
• Involvement in our employee recognition schemes
• Long service recognition
• Probation pass and annual anniversary complimentary guest experience overnight stay and dinner for two
• 50% discount in our restaurants
• Cycle to Work Scheme
• Discounted room rates for employees, friends, and family
• Spa treatments and product discounts
• Life Assurance cover

We encourage you to bring your true self to work. We’ll provide great training and development opportunities, allowing you to flourish in a fulfilling career, reaching your dreams and aspirations. Our family can never be too big, there’s a place here for you. We have one ask - that you bring your personality, ideas, and spark. We’re an innovative, thriving business and we want you to be part of our exciting journey.

This role is not eligible for sponsorship under the Skilled Worker visa route. However, candidates who were granted Skilled Worker status prior to 22 July 2025 who have had continuous permission may still qualify for sponsorship.