Front Office Manager

Warner Hotels; Chard Town; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Free gym and leisure facilities

60% discounted food onsite

Pension scheme

Career development through external &在

28 days annual leave

Job summary

Warner Hotels’ Cricket St Thomas, a 239-bedroom Grade II listed hotel with a theatre, spa and restaurant set in 160 acres of parkland, is seeking a Front Office Manager. The role oversees reception, holiday sales and night teams to deliver exceptional guest experiences from arrival to departure.

You will lead, coach and develop teams, drive guest satisfaction, revenue and service standards while collaborating across departments.

Qualifications

• Strong knowledge of reservations systems and guest service standards.
• Proven leadership experience in front office or hospitality operations.
• Commercial acumen with budgeting and revenue generation.
• Excellent communication and problem-solving skills.
• Ability to lead and inspire a diverse team in a fast-paced environment.

Responsibilities

• Deliver outstanding guest experiences by ensuring reception, holiday sales, and night teams provide warm, attentive, and accurate service at every touchpoint.
• Stay poised and ready to respond to unexpected challenges, adapting quickly to maintain smooth operations and guest satisfaction.
• Drive holiday sales performance by coaching the team to confidently promote packages and experiences, contributing to revenue growth while maintaining integrity and care in every recommendation.
• Be an expert in the rebooking process & drive onsite break sales.
• Curiously challenge existing processes by introducing innovative ideas that enhance efficiency, improve guest journeys, and elevate service standards.
• Maintain world-class standards in front office operations through continuous refinement of procedures, technology use, and team training.
• Keep promises by ensuring accurate reservations, billing, and guest communications, delivering commitments on time and to the highest standard.
• Champion collaboration by working closely with housekeeping, F&B, and other departments to ensure seamless coordination and exceptional guest experiences.
• Lead, coach, and develop the reception, holiday sales, and night teams, fostering a culture of trust, open communication, and professional growth where every voice is valued.
• Monitor performance metrics, guest feedback, and occupancy trends, using insights to refine strategies and improve results.
• Ensure compliance with health, safety, and data protection standards, creating a safe and professional environment for guests and team members.

Skills

Reservations systems

Guest service standards

Sales techniques

Leadership experience

Commercial acumen

Communication

Team leadership

Tools

Hotel management software

Job description

Join our team at Cricket St Thomas, part of the Warner Hotels Group. This 239‑bedroom Grade II listed hotel with a theatre, spa, and restaurant is surrounded by 160 acres of parkland in the West Country.

Salary: £30,000 - £35,000.

We have a fantastic opportunity for a Front Office Manager. The Front Office Manager leads the Reception, Holiday Sales and Night teams to deliver exceptional experiences from arrival to departure. This role combines operational excellence with strong leadership, ensuring every interaction is welcoming, efficient and reflects the highest standards of service while adapting quickly to changing guest and business needs.

Through innovation and a proactive approach, the Front Office Manager continually looks for ways to improve the guest journey, raise standards and drive commercial performance. Working collaboratively across the hotel, this role creates a positive, high‑performing culture where teams are supported, empowered and motivated to achieve success together.

Responsibilities

• Deliver outstanding guest experiences by ensuring reception, holiday sales, and night teams provide warm, attentive, and accurate service at every touchpoint.
• Stay poised and ready to respond to unexpected challenges, adapting quickly to maintain smooth operations and guest satisfaction.
• Drive holiday sales performance by coaching the team to confidently promote packages and experiences, contributing to revenue growth while maintaining integrity and care in every recommendation.
• Be an expert in the rebooking process & drive onsite break sales.
• Curiously challenge existing processes by introducing innovative ideas that enhance efficiency, improve guest journeys, and elevate service standards.
• Maintain world‑class standards in front office operations through continuous refinement of procedures, technology use, and team training.
• Keep promises by ensuring accurate reservations, billing, and guest communications, delivering commitments on time and to the highest standard.
• Champion collaboration by working closely with housekeeping, F&B, and other departments to ensure seamless coordination and exceptional guest experiences.
• Lead, coach, and develop the reception, holiday sales, and night teams, fostering a culture of trust, open communication, and professional growth where every voice is valued.
• Monitor performance metrics, guest feedback, and occupancy trends, using insights to refine strategies and improve results.
• Ensure compliance with health, safety, and data protection standards, creating a safe and professional environment for guests and team members.

Behaviours, Skills & Experience

• Strong knowledge of reservations systems, guest service standards, and sales techniques.
• Proven leadership experience in front office or hospitality operations.
• Commercial acumen with experience in budgeting and revenue generation.
• Excellent communication and problem‑solving skills.
• Ability to lead and inspire a diverse team in a fast‑paced environment.

Why Work for Warner Hotels?

• Free use of gym and leisure facilities
• 60% discounted food onsite
• Pension scheme
• A fantastic opportunity for career development through externally recognised qualifications in addition to in‑house training and development (Degrees and Apprenticeship level)
• 28 days annual leave per year (Inclusive of Bank Holidays)
• Cycle to Work Scheme
• 20% discount at breaks at Warner, Butlins & Haven + additional discounts during your stays for you and your family
• Help @ Hand from Unum - including virtual GP, Physiotherapy support, Mental Health sessions
• Life Assurance
• Free Car Parking onsite
• Family Friendly policies
• Refer a friend scheme
• Aslan: Our Reward & recognition portal includes access to a financial wellbeing platform
• Access to a discounts platform including a points based discount plan to increase your retail discounts
• Access your wages on demand through Aslan
• Employee Assistance Programme
• L&G Care Concierge
• Glow Getters and Long Service Awards

At Warner Hotels, diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require.

If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: [e-mail]