Front Office Manager

InterContinental Hotels Group; Manchester; On-site; GBP 25,000 - 42,000; Full time

Benefits offered by this job

Free meal on shift

Wagestream access

Paid holidays

Enhanced sick pay

Subsidised travel for unsocial hours

IHG hotel discounts

Friends & family rates

2 volunteering days per year

Maternity/Paternity pay

Employee assistance

Job summary

Kimpton Clocktower Hotel, part of InterContinental Hotels Group, seeks a hands-on Front Office Manager in Manchester. You will lead reception, guest services and check-in/check-out, while coaching the team to deliver memorable guest experiences.

You’ll be highly visible at the front desk, manage rosters and performance, handle guest feedback, and collaborate across departments to ensure smooth operations and safety.

Qualifications

• Proven experience as a Front Office Manager or as a eligible Assistant Front Office Manager in a similar hotel.
• Experience leading Duty Manager shifts to ensure safety and guest comfort.
• Strong leadership, coaching and motivation of guest-facing teams.
• Excellent communication and guest service skills for complex situations.
• Strong commercial and organisational abilities to prioritise staffing and performance.
• Knowledge of hotel systems, especially Opera, is a plus.

Responsibilities

• Lead the Front Office operation including reception, guest services and seamless check-in/check-out.
• Be highly visible at the front desk and engage with guests across shifts.
• Coach and develop the Front Office team to deliver high service standards.
• Manage rotas, staffing levels and departmental performance to control labour costs.
• Own guest feedback and escalations, resolving issues and driving improvements.
• Collaborate with Housekeeping, Reservations and other departments for smooth operations.
• Ensure compliance with hotel policies, procedures and health and safety standards.

Skills

Front Office Management

Team Leadership

Guest Service

Communication

Operations Oversight

PMS Knowledge

Tools

Opera/Opera Cloud

Job description

We’re on the lookout for a passionate and hands‑on Front Office Manager (Full-Time) to lead our team and bring their energy to the Kimpton Clocktower Hotel!

Kimpton Clocktower Hotel is a Manchester icon - a bold blend of grand Victorian architecture and playful, contemporary design. We’re a little bit classic, a little bit rebellious and always full of character! From buzzing social spaces to unforgettable dining and events, we create stays that feel vibrant, personal and anything but ordinary.

As our Front Office Manager, reporting to the Front Office Lead, you’ll be at the heart of the action - leading your team, driving results and creating memorable experiences for every guest. Your role will include the following responsibilities:

• Leading the Front Office operation from the front, with full responsibility for reception, guest services and seamless check‑in and check‑out experiences.
• Being highly visible and hands‑on at the front desk, engaging with guests and supporting the team throughout each shift - this is a front desk‑based role, not an office‑based position!
• Leading, coaching and developing the Front Office team to deliver consistently high service standards, strong engagement and operational excellence.
• Managing rotas, staffing levels and departmental performance to maintain effective coverage, productivity and control of labour costs.
• Taking ownership of guest feedback and escalations, resolving concerns confidently and using insight to improve the guest experience.
• Working closely with Housekeeping, Reservations and other departments to maximise room readiness, coordinate guest requests and ensure smooth communication across the hotel.
• Ensuring compliance with hotel policies, procedures and health and safety standards, while monitoring departmental standards, systems and controls.

We want a true guest‑pleaser - a leader who thrives on delivering unforgettable experiences and brings out the best in their team. Plus, we’re looking for someone who has…

• Proven experience as a Front Office Manager or an experienced Assistant Front Office Manager ready to take the next step in a similar hotel environment.
• Experience leading Duty Manager shifts – looking after the safety and comfort of the entire hotel including our colleagues and guests.
• Strong leadership experience, with a track record of coaching, developing and motivating guest‑facing teams.
• Excellent communication and guest service skills, with the confidence to manage complex situations and make effective operational decisions.
• Strong commercial and organisational skills, with the ability to manage departmental priorities, staffing and performance in a busy operation.
• Strong knowledge of hotel property management systems (experience of using Opera or Opera cloud is a plus!), Front Office procedures and operational controls.
• A clear focus on delivering memorable guest experiences, maintaining high standards and driving continuous improvement.

Joining the Kimpton family isn’t just about providing our guests with excellent service - we’ve secured a spot in Fortune’s ‘100 Best Companies to Work For’ 7 times since 2009, and it’s no surprise why ! We can offer you …

• Financial Perks: Up to £42,000.00 per annum, guaranteed hours, free meal on shift, paid holidays, enhanced sick pay, subsidised travel for unsocial hours, plus Wagestream to save, track, and access your pay anytime.
• Career Growth: Training programmes, global progression opportunities and 2 paid volunteering days per year. IHG was recognised as a ‘Best Employer 2025’ UK by Mercer.
• Colleague Perks: Discounts at 6,000+ IHG hotels worldwide, plus friends & family rates. Extra savings through our perks portal on shopping, experiences and more.
• Wellbeing: Generous maternity/paternity pay, 24/7 employee assistance, and access to mental health first‑aiders.
• Refer a Friend: Share the opportunity and reap rewards when your friends join!

As a Front Office Manager, you’ll be 100% you, bringing your authentic personality to everything you do; be the ultimate host, confidently leading your team and making creative decisions that elevate every interaction; and spark joy, using every tool available to craft meaningful and memorable experiences.

You must meet the legal requirements to work in the UK.

As a Disability Confident Committed Employer, we are committed to providing an inclusive and accessible recruitment process. Please let us know if you require any adjustments or support at any stage, and your recruiter will assist you accordingly.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business. We provide equal employment opportunities to all applicants and colleagues without regard to race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.