Front Office Manager

Leaf Hospitality; Blackburn; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading hotel management company is seeking a Front Office Manager to oversee operations at a boutique country hotel. This role involves managing reception teams, ensuring exceptional guest experiences, and maximizing revenue through effective reservations management. Ideal candidates should possess strong leadership skills and a passion for hospitality.

Benefits

Competitive pay and package

Exclusive Team Member discounts

Continuous learning & development opportunities

Free access to employee assistance program

Additional annual leave and family leave

Service bonus for long service

Monthly and annual recognitions

Qualifications

• Supervisory experience in a hotel, preferably in front office operations.
• Exceptional customer service skills with a guest-focused mindset.
• Proficiency in hotel management systems and flexibility to work varied shifts.

Responsibilities

• Oversee and manage the reception and nights teams.
• Ensure smooth operations and handle guest inquiries effectively.
• Maintain accurate reservations and coordinate with various departments.

Skills

Leadership

Customer Service

Time Management

Organisational Skills

Education

Supervisory experience in hospitality

Tools

Hotel management systems

Reservation software

Job description

Stanley House Hotel & Spa is a stunning, award winning, boutique country hotel, set in 54 acres of Ribble Valley countryside in Mellor, Lancashire. With 30 first-class bedrooms, unrivalled wedding and conference facilities, the hugely popular Fred’s Brasserie and a world-class spa, Stanley House is truly a hotel like no other.

What we're looking for:

We are seeking a confident and interpersonal individual who has a passion for all things hospitality! You will love working with people and will be a positive person with natural leadership skills.You will ideally have previous supervisory experience working within a hospitality or reception desk setting and will have the skills to motivate a team around you.You will be eager to learn and have the ability to pick up tasks and new skills. You will be confident in speaking with guests and resolving queries quickly and efficiently whilst coaching and empowering the team around you.You will be savvy on systems and able to develop into an expert and trainer of the front office system.

• Previous experience in a supervisory or managerial role within the hotel industry, preferably in front office operations.
• Excellent leadership and interpersonal skills, with the ability to motivate and inspire the team.
• Strong organisational and time management abilities to handle multiple tasks and priorities effectively.
• Exceptional customer service skills with a guest-focused mindset.
• Proficiency in hotel management systems and reservation software.
• Flexibility to work shifts, including evenings, weekends, and holidays, as required.
• Hands-on support on the reception desk. Using the front office system and training others to use it.
• Act as a brand and hotel ambassador.

Day in the life of:

As the Front Office Manager your primary responsibility is to oversee and manage the reception and nights teams. You will play a crucial role in ensuring smooth operations and exceptional guest experiences. In addition, this position will involve controlling reservation and rooms revenue and coordinating with other departments to ensure efficient service delivery.

A key element of this role will be to assist the Hotel and Cluster Revenue Manager to maximise and manage rooms bookings by delivering an excellent, yet efficient reservations service; you will be meticulous at administration ensuring that every detail of a guest’s reservation has been accurately recorded following established procedures.

Your management duties will include leading recruitment and HR tasks such as interviewing, onboarding and training new team members. You'll also uphold and instil the right ethos and culture among the team. The Front Office Manager will handle escalated guest questions, queries and swift complaint resolution. You will also be trained as a muti-skilled hotel duty manager and carry out duty management shifts and tasks when required.

Your hands-on reception duties will include checking guests in and out, taking telephone calls & answering emails, and booking in reservations using the front office system, Alacer. You will help to drive revenue where possible by letting guests know about all products and services available to them, upgrading room types, and upselling breakfast, lunch and/or dinner onto their stay.

Example key responsibilities:

Managing Reception and Nights Teams:

• Supervise and provide guidance to the reception and nights teams, including scheduling shifts and managing staff performance.
• Ensure that team members are trained properly and equipped with the necessary skills to deliver excellent customer service.
• Monitor the front desk operations, including check-in/check-out processes, guest inquiries, and requests, to ensure efficiency and guest satisfaction.
• Handle and resolve guest complaints or issues promptly and professionally.

Reservations Management:

• Oversee the reservations and ensure accurate and efficient handling of room reservations, including individual and group bookings.
• Monitor room availability and work closely with the sales and revenue management teams to maximize occupancy and revenue.
• Maintain good relationships with travel agents, corporate clients, and other key stakeholders to drive bookings and repeat business.
• Implement and maintain a comprehensive reservations system, ensuring accuracy of guest information and billing details.
• Manage rooms, no shows and cancellations

Coordination and Communication:

• Collaborate with other hotel departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest experiences.
• Communicate effectively with all staff members, providing clear instructions and fostering a positive work environment.
• Liaise with the sales and marketing team to promote the hotel's offerings and contribute to revenue generation efforts.

Administrative Tasks:

• Prepare and analyse reports related to occupancy, revenue, and guest feedback, providing insights and recommendations for improvement.
• Ensure compliance with hotel policies, procedures, and safety regulations.
• Stay updated with industry trends and best practices, implementing innovative strategies to enhance the front office operations.
• Record sickness reported to the front desk, ensuring communication with the relevant HOD

What you'll get in return:

• Competitive pay and package
• Exclusive Team Member discounted stays and 50% off F&B across the leaf HOSPITALITY portfolio
• Continuous learning & development opportunities
• Free access to 24/7 employee assistance program
• Additional annual leave and family leave
• Service bonus for 5 and 10 years up to £1K
• Team Member of the month - £100 and Team Member of the year - £500

This hotel is managed by leaf HOSPITALITY who is a hotel management company that has one simple value that underpins everything we do: be excellent. We work with branded and independent hotels. Our vision is to be a leader in the market where every member of our team plays a part in delivering excellent service to our guests, owners, and team members.

#BeExcellent #BeHuman #HaveIntegrity #BeEntrepreneurial

Compensation: Competitive salary