Front Office Manager

RBH Hospitality Management LTD; Harrogate; On-site; GBP 35,000 - 47,000; Full time

Benefits offered by this job

Discounted room rates for you and your

Birthday leave

Maternity/adoption & shared parental

Course Sponsorship

Refer a Friend £250

Flexible working arrangements

Wagestream – paid on demand

Life Insurance

Employee Assistance Programme

Wellness events and activities

Free meals on duty

Additional benefits

Job summary

RBH Hospitality Management LTD is seeking a proactive Front Office Manager for The Crown Hotel Harrogate, a central historic property with 115 bedrooms and event spaces. You will lead daily front desk operations, ensuring guests receive a warm welcome and seamless stays.

You will manage the reception team, handle guest inquiries, oversee reservations and check-ins, coordinate with Housekeeping and F&B, monitor guest feedback, and contribute to budgetary controls and service excellence in a busy

Qualifications

• Experience in a Front Office supervisory or management role within hospitality.
• Proven ability to lead, motivate and develop a team.
• Strong passion for guest service with confidence in handling feedback professionally.
• Strong knowledge of Front Office operations (check-in/check-out, reservations, billing, guest relations).
• Experience using hotel PMS (Guestline or similar) and good knowledge of MS Office.
• Good understanding of departmental budgets, payroll, labour costs and financial controls.
• Understanding of food safety, hygiene, licensing and health and safety requirements in hotel operations.
• Strong organisational and communication skills and ability to manage priorities.
• Ability to work collaboratively across departments and support wider hotel management.
• Flexibility to work evenings, weekends and bank holidays.

Responsibilities

• Take overall responsibility for day-to-day operation of the Front Office and ensure the team delivers excellent guest service.
• Oversee all aspects of the guest journey including arrivals, departures, room allocations, reservations and billing.
• Act as senior point of contact for guest feedback and resolve issues professionally.
• Monitor guest satisfaction scores, online reviews and service feedback; implement improvements.
• Ensure effective communication between Front Office, Housekeeping, Maintenance and F&B.
• Monitor payroll, labour costs and operating expenses; manage resources within budget.
• Oversee cash handling, banking, and financial controls; ensure Front Office procedures are followed.
• Support revenue generation through upselling and promotion of hotel facilities and F&B.
• Maintain accurate departmental records and reporting (occupancy, feedback, performance).
• Ensure Front Office team adheres to policies, standards and health, safety, security procedures.
• Provide operations support across F&B when required (breakfast, bar, events).
• Assist with coordinating F&B team activities and ensuring food safety and licensing.
• Work with wider management team to ensure consistent service delivery; be hands-on as required.

Skills

Front Office leadership

Guest service excellence

Team motivation

PMS knowledge (Guestline)

MS Office proficiency

Tools

Guestline PMS

MS Office

Job description

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

The Crown Hotel Harrogate - a beautiful building in central Harrogate, with over 300 years of history. 115 bedrooms, with meeting and event space.

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
• 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 MANAGER AT THE CROWN HOTEL HARROGATE

What you'll be doing...

• Take overall responsibility for the day-to-day operation of the Front Office, ensuring the reception team consistently delivers excellent guest service and creates a welcoming and positive first impression.
• Oversee all aspects of the guest journey, including arrivals, departures, room allocations, reservations, billing and guest enquiries, ensuring processes are efficient and accurate.
• Act as a senior point of contact for guest feedback and complaints, resolving issues professionally and promptly while taking ownership of the guest experience.
• Monitor guest satisfaction scores, online reviews and service feedback, identifying opportunities for improvement and implementing actions to enhance the overall guest experience.
• Ensure effective communication and coordination between Front Office, Housekeeping, Maintenance and Food & Beverage teams to support smooth hotel operations.
• Monitor departmental performance, payroll, labour costs and operating expenses, ensuring resources are used effectively and in line with agreed budgets.
• Oversee cash handling, banking procedures, billing accuracy and financial controls, ensuring all Front Office procedures are followed.
• Support revenue generation through upselling, room upgrades, additional services and the promotion of hotel facilities and F&B offerings.
• Maintain accurate departmental records and reporting, including occupancy, guest feedback, operational performance, payroll and other management reports.
• Ensure the Front Office team follows all hotel policies, standards, health and safety requirements, security procedures and emergency protocols.
• Provide operational support and management cover across Food & Beverage when required, including breakfast, bar operations and meeting and event spaces.
• Support the preparation and service of breakfast, bar and meeting and event facilities when operationally required, ensuring appropriate service standards, presentation and guest satisfaction.
• Assist with coordinating F&B team activities, monitoring service standards and ensuring food safety, hygiene and licensing requirements are maintained.
• Work closely with the wider management team to ensure consistent service delivery across all hotel departments, demonstrating flexibility and a hands‑on approach to operational requirements.

What We Need from You:

• Previous experience in a Front Office supervisory or management role within the hospitality industry, ideally in a hotel environment.
• Proven ability to lead, motivate and develop a team, creating a positive working environment and maintaining high standards of performance.
• A genuine passion for guest service, with the confidence and ability to handle guest feedback and complaints professionally.
• Strong knowledge of Front Office operations, including check-in and check-out procedures, reservations, billing, room allocations and guest relations.
• Experience using hotel property management systems (PMS), ideally Guestline or similar, together with a good working knowledge of Microsoft Office.
• Good understanding of departmental budgets, payroll management, labour costs, financial controls and operational reporting.
• An understanding of food safety, hygiene, licensing and health and safety requirements within hotel operations.
• Strong organisational and communication skills, with the ability to manage competing priorities and make effective decisions under pressure.
• The ability to work collaboratively across departments and support the wider hotel management team.
• Flexibility to work evenings, weekends and bank holidays as required to meet the operational needs of the hotel.

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 us.