Front Office Manager

Voco St. Johns; Metropolitan Borough of Solihull; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Discounts across retail, restaurants,

Family and Friends discounts in hotels

Leisure Club / Gym free membership

International Travel at Employee Rate

Parking on site for free

Free on-shift meals

Progression opportunities across UK &

Uniform provided

Flexible attitude and working hours

Job summary

Voco St. Johns is seeking a Front Office Manager to oversee reception and reservations, ensuring an outstanding guest experience in a busy hotel environment.

You will lead and develop a high-performing front office team, drive guest satisfaction, and maximise occupancy and revenue while staying attuned to the local market and competitors.

We value flexible, customer-focused leaders who embrace change, leverage technology, and deliver consistent service with attention to detail.

Qualifications

• Leadership experience with a proven track record in delivering outstanding customer service
• Strong interpersonal and communication skills
• Ability to adapt to change and drive continuous improvement
• Financially and commercially astute with a focus on results
• Enjoy working with people and leading teams to deliver exceptional guest experiences
• Flexible and able to perform under pressure with demanding deadlines
• Self-motivated, confident and hardworking with a fun attitude

Responsibilities

• Oversee front office, reception and reservations to ensure an outstanding guest experience
• Drive sales opportunities and maximise revenue and occupancy levels
• Lead and develop the front office team with a focus on service excellence
• Stay informed about local market and competitors to seek new business
• Ensure guests feel safe and experience high cleanliness standards
• Utilise technology to streamline operations and guest journeys

Job description

Charades? Mind reader? Magician? Expert Juggler? Oh, you’re a Front Office Manager!

We know that, somehow, you’re able to anticipate what your customer wants before they even know they want it. We also know how tough it is to consistently deliver an outstanding guest experience whilst managing a busy reception, but you make it happen nonetheless, and you somehow never forget those extra touches because it’s all about the details. I guess you’re the kind of person that embraces change as opposed to being scared of it.

What you’ll be doing as a Front Office Manager

• Constantly want to find innovative ways to put a smile on your customer’s face – that’s where embracing change comes in! An upgrade for one of your regulars who have stayed with you five times in the last month and well, why wouldn’t we want to go above and beyond?
• Ensuring that every guest experiences a safe visit, exceeding all expectations surrounding cleanliness
• Living and breathing outstanding service, instilling trust in your reception and reservations teams to commit to an outstanding guest experience
• Driving sales opportunities and maximising revenue and occupancy levels
• You will lead and develop your outstanding team with a focus on ensuring their efforts all focus on delivering an enhanced experience
• Keeping up to date with competitor hotels and the local market and seeking new business.

What’ll make you a great fit for this Front Office Manager role right

• It doesn’t matter where you’ve gained your supervisory experience, as long as you have proven leadership experience and incredible customer service abilities
• You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
• Forward-thinking and innovative
• Financially and commercially astute
• You’ll love people – and as a result, have great interpersonal and communication skills
• Details? You love them! You’ll be incredibly attentive with guests as a result
• Flexible and able to remain focused on results under pressure and to challenging deadlines
• Self-motivated and confident
• Hard-working but FUN!

The benefits

• Discounts across retail, restaurants, events etc (because we know life isn’t just about work)
• Family and Friends discounts in hotels across the Kew Green Hotels estate
• Leisure Club / Gym free membership
• International Travel at Employee Rate for other branded hotels within our brand family (and you’re not just limited to good old Britain – our family has hotels that span all over the world!)
• Parking on site for free
• Meals for free on shift – hard work is hungry work!
• Progression Room to grow, with opportunities across the UK and internationally
• Uniform provided
• Flexible attitude and working hours