Front Office Manager

Staycity Group; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hotel operator in Manchester seeks an experienced Front Office Manager to oversee daily operations and ensure guest satisfaction. You'll manage front desk activities, address guest feedback, and lead by example to uphold brand standards. Ideal candidates have over 4 years of experience in luxury hotel environments. Join us and be part of our exciting journey in hospitality as we expand into iconic European cities.

Benefits

Paid family leave

Flexible working patterns

Bonus scheme

Discounted overnight stays

Cycle to work scheme

Education Support

Volunteer days

Employee Assistance Program (EAP)

Qualifications

• 4+ years relevant front office experience in a lifestyle or luxury hotel preferred.
• Ability to adapt quickly to feedback and guest needs.
• Experience in handling guest satisfaction surveys and complaints.

Responsibilities

• Ensure smooth running of the front desk.
• Address feedback from guest satisfaction surveys professionally.
• Verify payments upon guest check-in.

Skills

Front office management

Guest satisfaction

Conflict resolution

Local market knowledge

Adaptability

Job description

Welcome to Wilde>, a thriving, exciting and rapidly expanding aparthotel operator, making waves across the heart of Europe! With an impressive track record of multiple new aparthotels opening each year, we’re on an unstoppable journey, with exceptional properties across iconic European cities like London, Berlin, Edinburgh, Lisbon and Vienna.

Benefits

• Paid family leave (>1 year of service)
• Flexible working patterns
• Bonus scheme that rewards high performers; based on our core values and tied to individual property goals
• Discounted rates for overnight stays for you, and your family and friends
• Refer and earn scheme – earn up to £/€550
• Cycle to work scheme – to support a healthy lifestyle and our planet
• Education Support to help you foster new skills
• Volunteer days: 2 paid volunteer days per year
• EAP: Support for you and your family when you need it with our Employee Assistance Program (EAP)

We would love you to have

• 4+ years relevant front office experience within a lifestyle or luxury hotel is preferred ideally with managerial or supervisory experience
• Local market knowledge is preferred
• Adaptability: Ability to respond quickly to feedback, guest needs, and operational demands.

What you can do for us

• To ensure the smooth running of the front desk on a daily basis, liaising between the guests and all other departments in a very clear manner.
• A core part of your role is to monitor and address feedback from guest satisfaction surveys, as well as third-party websites. This includes the skilful resolution of disputes and complaints in a professional manner. Compile action plans, and adjust where necessary.
• You will be responsible for verifying payments upon guest check-in or ensuring the reservation is guaranteed, following established procedures for various payment methods.
• Anticipate and address any issues to safeguard the well‑being and satisfaction of our guests throughout their stay.
• Take responsibility for Health and Safety while on shift, and manage team members.
• Be the Ultimate Brand Ambassador: Take ownership of your role with enthusiasm, energy, and a touch of flair—become the face of Wilde and represent us with pride. Make sure all Wilde procedures are implemented and controlled in line with our Brand guidelines, standards and SOPS’s.
• Stay Driven, Stay Motivated: Strive for excellence every day—set ambitious goals and exceed them. We work together to push boundaries and celebrate our collective success.
• Understand Your Guests: Commit to learning the preferences and needs of our guests to provide personalised, thoughtful service that leaves a lasting impression.
• Push the Boundaries of Excellence: Constantly seek opportunities to innovate and improve. Your drive to make things better propels us all toward greater success.
• Lead with Kindness and Respect: Foster a culture of respect, inclusivity, and kindness, ensuring everyone feels valued and part of the team.
• Engage with the Community: Actively participate in local charity events and initiatives, building strong relationships within the community and contribute to our collective mission.

Start your Wilde journey today! Take the leap and click "apply" now!