Front Office Manager

KE Hotels (Newcastle); Newcastle upon Tyne; On-site; GBP 32,000 - 42,000; Full time

Job summary

KE Hotels (Newcastle) is seeking an experienced Front Office Manager to lead the Front Office team and deliver exceptional guest experiences at our Newcastle property. You will oversee daily Front Desk operations, staff development, brand standards, and act as Duty Manager as required.

You will drive guest satisfaction, manage and coach a team, and ensure smooth check-in/check-out, with a focus on profitability and compliance.

Qualifications

• Experience leading a Front Office or hotel leadership team.
• Excellent customer service and problem-solving abilities.
• Commercial awareness with financial and administrative skills.
• Willingness to work evenings, weekends, and night shifts when required.

Responsibilities

• Lead front office operations to ensure smooth check-in/check-out and guest experiences.
• Act as the main contact for guest feedback and issue resolution.
• Liaise with Housekeeping and Maintenance to meet brand standards.
• Undertake Duty Manager duties during evenings and weekends.
• Recruit, train, coach, and develop Front Office and Night’s team members.
• Manage rotas, holidays, and staffing levels; conduct performance reviews.
• Control departmental labour costs and budgets; ensure accurate cash handling.
• Support revenue growth via upselling and guest engagement.
• Maintain SOPs and standards; drive brand compliance.
• Promote health, safety, and GDPR compliance; manage security incidents.

Skills

Leadership

Customer service

Problem-solving

Financial & admin skills

Flexible schedule

Job description

Front Office Manager

About the Role

We are looking for an experienced and guest-focused Front Office Manager to lead our Front Office team and ensure an exceptional guest experience. You will oversee the daily operation of the Front Desk, manage and develop the team, maintain brand standards, and support the wider hotel operation as a Duty Manager.

Key Responsibilities

Guest Experience & Operations

• Lead all front office operations, ensuring smooth and efficient check-in/check-out experiences.
• Act as the main point of contact for guest feedback.
• Liaise closely with Housekeeping and Maintenance teams to ensure guest rooms and facilities meet brand standards.
• Undertake Duty Manager responsibilities, including evenings and weekends.

Team Leadership

• Recruit, train, coach, and develop Front Office and Night’s team members.
• Manage rotas, holiday requests, and departmental staffing levels.
• Conduct performance reviews, team meetings, and staff welfare discussions.

Commercial & Financial Management

• Manage departmental labour costs and budgets.
• Ensure accurate cash handling, billing, audits, and compliance with financial procedures.
• Support revenue growth through upselling, loyalty programme enrolments, and guest engagement.
• Maintain department SOPs and operational standards.

Compliance & Brand Standards

• Ensure completion of all required training and compliance activities.
• Drive loyalty programme performance and brand standards across the department.
• Maintain high standards of cleanliness, presentation, and professionalism.

Health, Safety & Security

• Promote a strong health and safety culture and maintain departmental compliance records.
• Lead the team during emergency situations and security incidents.
• Ensure GDPR compliance and the secure handling of guest information.

About You

• Previous experience as a Front Office Manager, Assistant Front Office Manager, or similar hotel leadership role.
• Strong leadership and team development skills.
• Excellent customer service and problem-solving abilities.
• Commercially aware with good financial and administrative skills.
• Flexible and willing to work evenings, weekends, and night shift when required.

If you're passionate about hospitality, guest satisfaction, and leading high-performing teams, we'd love to hear from you.

Compensation: Competitive salary