Front Office Manager

Berkeley Scott Limited; Glasgow; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Great company benefits

City centre location

Discounts on rooms and F&B worldwide

Growth and development

Job summary

Berkeley Scott Limited in Glasgow, four-star hotel, seeks a Front Office Manager to lead Reception and Nights, ensuring brand values and profitability targets. Reporting to the General Manager, the role requires a customer-focused approach with strong leadership and commercial awareness.

You will oversee teams across departments, maintain high service standards, manage payroll and departmental costs, and contribute to sales opportunities.

Qualifications

• Customer-focused approach with consistent high service standards.
• Strong leadership and accountability with commercial awareness.
• Ability to manage Reception and Nights departments within policy and budget.

Responsibilities

• Ensure departments present a professional impression to customers and team members.
• Evaluate customer service reports and feedback, implementing action plans.
• Manage Reception and Nights to uphold brand standards and policies.
• Achieve Priority Club/Reward enrolment targets.
• Oversee payroll costs by aligning staffing with forecasted levels.
• Monitor departmental operating costs and ensure fiscal targets are met.
• Work with Accounts, Revenue and other departments to raise accurate service accounts.
• Contribute to Sales and Marketing plans to maximise revenue and exceed targets.
• Create a selling service culture and sales focus across departments.
• Lead a team environment fostering morale and commitment.
• Ensure Induction and ongoing coaching and appraisals during onboarding.
• Adhere to cash, key and credit procedures; operate IT systems to standard.
• Undertake other projects to grow the business.
• Adhere to Health and Safety, Food Safety, Fire, Security policies.

Skills

Leadership

Customer service

Commercial awareness

Accountability

Team management

Job description

This permanent Front Office Manager position with Berkeley Scott is based in a four-star hotel in Glasgow, offering a competitive salary and benefits including worldwide room and F&B discounts plus development prospects. Reporting to the General Manager, the post holder takes ownership of the Reception and Nights departments, ensuring brand values and standards are consistently delivered while meeting budgeted profitability targets. The role demands a customer-focused approach, with the successful candidate creating a professional impression across all departments and maintaining excellent service standards. Strong leadership, accountability and commercial awareness are essential, alongside the ability to manage teams effectively within established policies. Working patterns typically include shifts across days, evenings and weekends to cover hotel operations.

Benefits

• Competitive salary
• Great company benefits
• City centre location
• Discounts on rooms and Fandamp;B worldwide
• Growth and development

What we seek in a Front Office Manager

• To be totally customer focused by consistently delivering excellent customer service with an informed, friendly and effectiveandnbsp;approach
• To take control, accountability and ownership for the management of the Reception andamp; Nights Departments, within overall policies and controls established by the company and Hotel General Manager, ensuring that the brand values and standards are delivered and budgeted profitability achieved

Job responsibilities of a Front Office Manager

• Ensure that all departments create a professional impression to customers and team members.
• Evaluate and act on Customer Service Reports and customer feedback by developing relevant action plans to achieve positive and consist results.
• Consistently look for ways to improve customer service in your areas of responsibility.
• Manage Reception andamp; Nights to ensure all standards are implemented andamp; reviewed on a regular basis
• Ensure Priority Club/Reward Enrolment Targets are achieved
• Manage Reception andamp; Nights to ensure all Brand Standards are implemented andamp; adhered to at all times.
• Manage all VIPs coming into the Hotel by reviewing current procedures and implementing new ideas as required
• Participate with client evenings and other client PR events as required
• Be fully aware of budgeted and actual departmental financial targets. This to include occupancy, average room rates, yield and revenue.
• Control payroll costs for Reception andamp; Nights by allocating labour resources in line with forecasted business levels through payroll management system.
• Manage all departmental operating costs in line with forecasted business levels.
• Implement, maintain and constantly improve all departmental operating standards.
• Work closely with the Accounts, Revenue and other departments in order to ensure accurate accounts are raised for all service provided following company guidelines.
• To contribute to the hotel Sales andamp; Marketing Plan to ensure a positive approach to all sales opportunities to maximise sales revenue and exceed budgeted sales targets for all departments
• Create a selling service culture within the departments.
• To ensure all department team members are sales focused
• Lead and create a team environment which promotes good employee morale and ensures a high level of commitment and pride in the Hotel.
• Complete Personal Development Plans for all team members to assist with their personal development
• Ensure all team members complete Company Induction, Departmental Induction andamp; E-Learning, and are consistently coached and appraised on a one to one basis throughout their Induction Period.
• Carry out performance reviews with team members and act according to feedback, using company guidelines.
• To be fully aware of and strictly adhere to all cash, key and credit procedures laid down by the company.
• To operate all I.T systems in line with company operating standards.
• Undertake any other reasonable project as requested by your General Manager or Operations Manager to grow and improve the business.
• To be fully aware of and adhere to Health and Safety, Food Safety Policy, Fire, Bomb Threat, Security and Payment C