Front Office Manager

The Mercure Paignton; Paignton; On-site; GBP 30,000; Full time

Job summary

A well-rated hotel in the seaside is seeking a Multi-Site Front Office Manager to lead its front office team, ensuring outstanding guest service and efficient operations. The ideal candidate will possess a strong background in hospitality management, proven leadership skills, and a passion for delivering exceptional customer experiences. This full-time position offers a salary of £30,000 per year with various employee benefits.

Benefits

Discounted hotel room rates

Birthday leave

Enhanced leave options

Course sponsorship

Food and beverage discounts

Referral bonus

Flexible working arrangements

Wagestream access

Life insurance

Employee Assistance Programme

Free meals on duty

Qualifications

• 1-2 years of front desk experience in a supervisory or management capacity.
• Record of leading a team and building positive dynamics.
• Exceptional communication and interpersonal skills.

Responsibilities

• Lead the front office team to deliver outstanding guest service.
• Address guest needs promptly and professionally.
• Oversee daily front office operations and efficiency.

Skills

Team leadership

Guest service skills

Communication skills

Organizational abilities

Budgeting and forecasting

PMS proficiency

Problem-solving

Flexibility

Tools

Opera PMS

Microsoft Office Suite

Job description

JOIN US

We may be new, but our hotels the ibis Styles and Mercure Paignton are already building a reputation for our exceptional service, stunning seaside location, and commitment to creating memorable experiences for our guests.

Our employees work across both hotels, the ibis Styles and Mercure Paignton creating a welcoming team culture.

At The Mercure and the Ibis Styles Paignton we are managed by RBH management. We believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability, and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

At our hotels, we believe in fostering a supportive and inclusive work environment. We provide ongoing training, career development opportunities, and a chance to work alongside a passionate team dedicated to delivering exceptional service.

OUR BENEFITS

You will have access to a benefits package we believe truly works for our people

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year
• Salary of £30,000 per year working 40 hours per week

And much much more!

A DAY IN THE LIFE OF A MULTI-SITE FRONT OFFICE MANAGER AT OUR HOTEL

What you'll be doing..

• Lead the front office team in the Mercure and Ibis Styles Paignton to deliver outstanding guest service, ensuring every guest feels valued and welcomed
• Address guest needs promptly and professionally, building lasting impressions and guest loyalty
• Oversee daily front office operations, including check-in / out processes, room assignment accuracy, and seamless billing, with a focus on efficient processes to minimize wait times and uphold high service standards
• Recruit, train, and mentor front desk staff to create a positive, collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently
• Act as the primary contact for guest concerns, handling complaints with empathy and efficiency, and collaborating with other departments to ensure smooth operations and guest satisfaction
• Manage front office budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance
• Maintain records of occupancy, rates, and guest profiles, preparing daily, weekly, and monthly reports, and share insights with senior management
• Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships
• Ensure front desk operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members

What We Need from You :

• A minimum of 1-2 years of front desk experience in a supervisory or management capacity within the hospitality industry, ideally in a hotel setting
• Proven record of effectively leading a team, building positive dynamics, and coaching for performance
• Exceptional communication and interpersonal skills, with a passion for delivering high-quality guest service and resolving issues professionally
• Strong organizational abilities to manage daily operations and administrative tasks efficiently
• Familiarity with budgeting, forecasting, and financial reporting, along with knowledge of cash handling, accounts receivable, and basic accounting principles
• Proficiency in front desk and property management systems (PMS), such as Opera or similar, along with a working knowledge of Microsoft Office Suite
• Resourceful, solution-oriented, and comfortable making decisions under pressure
• Flexibility to work evenings, weekends, and holidays as needed to meet the demands of the hotel industry
• Must be able to complete various shifts which include 06.45 - 15.15 or 0900-1800 or 1430 - 2300 and include weekends

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact.