Front Office Manager

Holiday-Inn-Express-Royal-Docks; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

RBH Hospitality Management is seeking a Front Office Supervisor to lead the front desk team and deliver outstanding guest service at our hotel. You will manage check-in/out, billing, and daily operations to ensure a seamless guest experience.

You will also recruit, train and mentor staff, handle guest concerns with empathy, and contribute to budgeting and forecasting while promoting upselling opportunities and collaboration with Sales/Marketing.

Qualifications

• 1–2 years front desk supervisory experience in hospitality.
• Excellent communication and interpersonal skills.
• Willingness to work evenings, weekends and holidays as needed.
• Knowledge of budgeting, forecasting and financial reporting.

Responsibilities

• Lead the front office team to deliver outstanding guest service.
• Address guest needs promptly and professionally to build loyalty.
• Oversee check-in/out, room assignment accuracy, and billing processes.
• Recruit, train and mentor front desk staff to maintain service standards.
• Act as primary contact for guest concerns and collaborate with other departments.
• Manage front office budgets, control expenses, and participate in financial forecasting.
• Maintain occupancy, rate and guest profile records and prepare management reports.
• Motivate the team to upsell room upgrades and services in collaboration with Sales/Marketing.
• Ensure safety standards and emergency procedures at the front desk.

Skills

Front desk supervision

Guest service

Team leadership

Budgeting and forecasting

Tools

Opera PMS

Microsoft Office

Job description

JOIN US

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

A DAY IN THE LIFE OF A FRONT OFFICE SUPERVISOR AT OUR HOTEL

What you'll be doing..

• Lead the front office team to deliver outstanding guest service, ensuring every guest feels valued and welcomed
• Address guest needs promptly and professionally, building lasting impressions and guest loyalty
• Oversee daily front office operations, including check-in/out processes, room assignment accuracy, and seamless billing, with a focus on efficient processes to minimize wait times and uphold high service standards
• Recruit, train, and mentor front desk staff to create a positive, collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently
• Act as the primary contact for guest concerns, handling complaints with empathy and efficiency, and collaborating with other departments to ensure smooth operations and guest satisfaction
• Manage front office budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance
• Maintain records of occupancy, rates, and guest profiles, preparing daily, weekly, and monthly reports, and share insights with senior management
• Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships
• Ensure front desk operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members

What We Need from You:

• A minimum of 1-2 years of front desk experience in a supervisory or management capacity within the hospitality industry, ideally in a hotel setting
• Proven record of effectively leading a team, building positive dynamics, and coaching for performance
• Exceptional communication and interpersonal skills, with a passion for delivering high-quality guest service and resolving issues professionally
• Strong organizational abilities to manage daily operations and administrative tasks efficiently
• Familiarity with budgeting, forecasting, and financial reporting, along with knowledge of cash handling, accounts receivable, and basic accounting principles
• Proficiency in front desk and property management systems (PMS), such as Opera or similar, along with a working knowledge of Microsoft Office Suite
• Resourceful, solution-oriented, and comfortable making decisions under pressure
• Flexibility to work evenings, weekends, and holidays as needed to meet the demands of the hotel industry

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact.

Compensation: To be discussed