Front Office Manager

Rosewood Hotel Group; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Join a forward-thinking hotel group as the Front Office Manager, where your creativity and leadership will shape an exceptional guest experience. In this pivotal role, you will oversee the Front of House operations, ensuring that every guest feels valued and every team member is motivated. Your expertise in luxury hotel settings and familiarity with industry standards like LQA and Forbes will be crucial as you lead a dedicated team during the exciting pre-opening phase of The Chancery Rosewood. This is your chance to make a significant impact in a collaborative environment that values innovation and excellence.

Qualifications

• Strong experience in Front of House in a luxury hotel.
• Experience with LQA and Forbes standards is essential.

Responsibilities

• Support the Director of Front of House in driving team performance.
• Take ownership of guest requests and ensure they are resolved.

Skills

Leadership

Guest Service

Problem Solving

Creativity

Collaboration

Tools

Opera

Know Cross

Trust You

Job description

About the Role

As Front Office Manager, you will be instrumental in creating and bringing to life an exceptional guest and associate experience. You will help to develop the processes and overall guest journey as we prepare to open The Chancery Rosewood. You will have a natural creative spark that will allow us to operate in new ways, with operational experience that will ensure we deliver excellence in all areas of Front of House.

• Support the Director of Front of House in driving the performance of the Front of House team and ensure the team delivers the highest quality of service in conjunction with Forbes, LQA and Rosewood Brand Standards.
• Embody the values of Rosewood and The Chancery Rosewood, constantly looking for ways to enhance the guest experience, build relationships, and create an excellent working environment.
• Understand in depth and be able to perform all duties of the Reception, Night, and Guest Service Team.
• Have a thorough knowledge and encourage proper use of the Front Office systems, such as Opera, Know Cross, and Trust You.
• Motivate and support with the management of the Front of House team, including recruitment, training and development, performance, and standards.
• Review arrivals and departures daily, ensuring that the necessary room allocations are made, and any special requests are communicated to the appropriate departments.
• Set processes that ensure clear communication between departments and cohesion across the hotel, promoting an exceptional guest experience.
• Take an active role in daily handovers, contributing and communicating relevant issues.
• Maintain a lobby & Front of House presence; greeting guests, ensuring Rosewood’s service standards are consistently achieved, monitoring the physical appearance and cleanliness of Front of House.
• Take ownership of guest requests, problems, or complaints in an understanding and proactive manner. Ensure they are resolved, followed through, and reported.
• Oversee and manage the Rota for relevant departments.
• Work together with the Director of Front of House and Chief Butler with regards to VIP guests and any special procedures which may be necessary.
• Work closely with other department heads in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Take an active role in the preparation of Reviews/Appraisals with the Director of Front of House.

About you

• Strong experience within Front of House in a luxury hotel setting.
• Naturally creative, always looking for ways to delight our guests.
• A skilled leader with experience managing and motivating a team.
• Ambitious and passionate, motivated by hotel and team goals.
• A collaborative and composed leader, able to resolve guest issues and work under pressure.
• Experience with LQA and Forbes is essential.
• Preferably you’ll have had experience being part of a pre-opening team.
• Demonstrate Rosewoods core values and truly be able to share and express your passion for your industry.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modelling inclusive behaviours.