Front Office Manager

Peoplebank; City of Edinburgh; On-site; GBP 32,000 - 44,000; Full time

Benefits offered by this job

Worldwide employee discounts

Holiday entitlement 28 days + 5

Employee wellbeing support

Job summary

Edinburgh Marriott Hotel Holyrood seeks an experienced Front Office Manager to lead the reception department and deliver high standards of service in a busy hotel setting. You will coach the team, greet guests warmly, and act as an ambassador for exceptional hospitality.

The role focuses on guest experience, staff development, and operational excellence. Reporting to the General Manager, you will drive the Front Desk strategy, manage costs, and continuously improve processes while maintaining a

Qualifications

• Previous experience as a receptionist or reception supervisor is required.
• Strong customer service skills and a professional appearance.
• Excellent communication skills, both verbal and written.
• Ability to lead, motivate and develop a team to deliver high standards.

Responsibilities

• Manage and coach the Front Desk Team to deliver outstanding service.
• Direct the Front Desk operations in line with the hotel strategy and targets.
• Control departmental costs and optimise scheduling and resources.
• Identify opportunities to improve operations and guest experiences.
• Address guest requests promptly and professionally, in person or by phone.
• Ensure compliance with quality standards and present a positive image.

Skills

Guest service

Leadership

Communication

Team management

Reception experience

Job description

Salary: £37,850 per annum
Job Type: Permanent
Hours: Full-time
Town: Edinburgh

The Marriott Edinburgh Hotel Holyrood is conveniently located in the heart of Edinburgh's historic and beautiful old town. This 4-star hotel and spa in Edinburgh is just a 15-minute walk from Waverley Railway station and the bustle of the city's main thoroughfare, Princes Street.

We are currently recruiting for a Front Office Manager to join our Truly Talented team.

Reporting directly to General Manager, this is an exciting role for a talented individual who is looking for career growth and for the opportunity to lead a hardworking team.

What we offer

• £37,850 per annum
• Worldwide employee discounts at Marriott Hotels;
• Hotel discounts across all Axiom Hospitality hotels ‐ colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Your role

As a Front Office Manager, you will be running the reception department. You will manage, coach and train the team to provide courteous and efficient service to all guests and maintain the levels of service to the highest standards at all times.

You will lead by example and greet guests in a warm, friendly manner and be a true ambassador for excellent service, dealing with all requests and queries in an efficient and professional manner, whether face-to-face or over the telephone.

You’ll work in a busy and hardworking team environment, where you’ll continually learn and develop.

Responsibilities of a Front Office Manager will include but are not limited to:

• Managing the full guest experience from the moment of booking through to post-stay – ensuring each and every guest receives a great experience, defined by our values and mission statement;
• Directly managing the Front Desk Team in delivering the Front of House strategy and targets;
• Manage the departmental costs ensuring scheduling and resources are dispatched accordingly to support operational performance;
• Establishing opportunities for improving operations consistently;
• Address guests' service needs in a professional, positive, and timely manner;
• Comply with quality assurance expectations and standards;
• Setting a clear example for all staff members with regard to personal presentation and positive attitude;
• Regularly review our guest experience feedback, share results and comments and work to improve each facet of the business;
• Continuously improve all operational processes and ensure these are clearly communicated to the relevant team members.

The ideal person for this role will be enthusiastic about change, focused on details and trusting.

The core skills and experience required to succeed

• Truly passionate about the Hospitality Industry;
• Previous experience as a receptionist or reception supervisor is required;
• Ability to understand our guests’ needs to create exceptional service experiences, that result in lasting memories;
• Outstanding customer service skills with the ability to anticipate guests’ needs;
• A strong leader capable of motivating and influencing others to work to defined procedures and standards;
• Excellent personal presentation;
• Ability to function independently with a minimum of supervision;
• Excellent communication skills, the ability to communicate verbally and in writing;
• To be an enthusiastic team player with a flexible approach.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and Edinburgh Marriott Hotel Holyrood.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.