Front Office Manager

IHG Hotels & Resorts; Manchester; On-site; GBP 38,000 - 46,000; Full time

Benefits offered by this job

Free meal on shift

Paid holidays

Wagestream access

Staff travel discounts

Wellbeing support

Job summary

Kimpton Clocktower Hotel in Manchester seeks a proactive Front Office Manager (Full-Time) to lead the Front Office team and drive exceptional guest experiences. You’ll oversee reception, guest services and smooth check-in/check-out, while coaching staff across shifts to maintain high service standards.

As a frontline leader, you’ll manage rotas, staffing and performance, resolve guest feedback, and collaborate with Housekeeping and Reservations to ensure room readiness and seamless

Qualifications

• Experience leading Front Office teams in a hotel environment.
• Experience managing Duty Manager shifts and guest safety.
• Strong leadership and people development skills.

Responsibilities

• Lead the Front Office operation from reception to guest services and seamless check-in/check-out.
• Be highly visible at the front desk and support the team across shifts.
• Coach and develop the Front Office team to deliver high service standards.

Skills

Front Office experience

Duty Manager shifts

Leadership

Guest service

Communication

Opera PMS

Tools

Opera PMS

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.