Front Office Manager

Interstate Hotels & Resorts, Inc.; Skelton-in-Cleveland; On-site; GBP 24,000 - 30,000; Full time

Job summary

A major hospitality firm is seeking a Front Office Manager to lead the front desk operations at their hotel in Skelton-in-Cleveland. The role involves ensuring an exceptional guest experience, managing staff development, and efficiently handling customer enquiries. Ideal candidates will have prior hotel management experience, strong leadership skills, and knowledge of hotel software systems. The position offers competitive training and incentives, including hotel discounts and staff benefits.

Benefits

Industry leading training and leadership development opportunities

Hotel discounts portfolio wide

Access to Stream for financial wellbeing

24/7 access to employee assistance programme

Uncapped incentives

Staff meals on duty

Starting salary above national minimum wage

Free staff parking

Qualifications

• Prior experience in managing a hotel front office or similar position.
• Ability to manage and motivate staff effectively.
• Passion for providing an exceptional guest experience.

Responsibilities

• Lead the Front Office operation ensuring exceptional guest experiences.
• Oversee recruitment and development of the front office team.
• Handle customer enquiries and complaints promptly and professionally.

Skills

Hotel management experience

Excellent communication skills

Leadership ability

Understanding of hotel software

Tools

Property Management System (PMS)

Customer Relationship Management (CRM)

Job description

As Front Office Manager you will lead the Front Office operation, always ensuring the delivery of an exceptional guest experience and ensuring all customer enquiries and requests for bookings are dealt with promptly, courteously, and efficiently, always achieving the best revenue streams. You will also oversee all recruitment and continual development of the front office team ensuring departmental objectives for the team are set and feedback is provided on a regular basis.

Responsibilities and Qualifications

• You’ll have prior experience in managing a hotel front office or similar position with a good understanding of hotel operations, including reservations, check-in and check-out procedures, and customer service.
• You should have excellent communication and interpersonal skills to effectively manage staff and interact with guests. You should be able to provide guidance and feedback to staff members and handle customer complaints and queries in a professional manner.
• Strong leadership and organisational skills to effectively recruit manage and motivate staff members. You should be able to set goals and objectives, delegate tasks, and monitor performance to ensure that the front office operates smoothly and efficiently.
• We’re looking for you to have a good understanding of hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools. You’ll be able to use these tools to manage reservations, track guest preferences and feedback, and analyse performance data.
• Please note we will only be accepting applicants age 18 or above for this role, and you will be requested to provide a Basic Disclosure Check during your onboarding.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards.

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We’re passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our "people first" approach to business, the Aimbridge experience is like no other. At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone 'A Place to Grow' So, click apply today, we’d love to welcome you to our inclusive team shaping the future of hospitality.

Mercure York Fairfield Manor Shipton Road, Skelton, York, North Yorkshire, YO30 1XW, Set in 6 acres of private grounds, only a few minutes drive from York city, the Mercure York Fairfield Manor Hotel is an elegant hotel in which to base a break in the North. With marble fireplaces, oak panelled library and magnificent 19th century staircase, the country house style has been retained.

Benefits

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide - Staff rates and up to 50% discount on food & beverage and spa
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme
• Uncapped incentives to reward you for your contributions
• Staff meals on duty
• Starting salary above national minimum wage
• Free staff parking