Front Office Manager: Elevate Guest Experience

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 our Front Office team, oversee the desk operation, and ensure an exceptional guest experience across checks-in, check-outs, and stays.

You will develop the team, maintain brand standards, support Duty Manager duties, manage revenue through upselling, and uphold health, safety, and GDPR standards while delivering outstanding service.

Qualifications

• Experience leading front office or hotel reception teams.
• Strong customer service orientation and problem-solving skills.
• Solid understanding of financial processes and cost control in F&B/Hotel ops.

Responsibilities

• Lead all front office operations, ensuring smooth check-in/check-out experiences.
• Act as main point of contact for guest feedback and issue resolution.
• Collaborate with Housekeeping and Maintenance to meet brand standards.
• Undertake Duty Manager responsibilities, including evenings and weekends.
• Recruit, train, coach, and develop Front Office and Night’s team members.
• Manage rotas, holiday requests, and staffing levels.
• Conduct performance reviews and staff welfare discussions.
• Control departmental labour costs and budgets.
• Ensure accurate cash handling, billing, audits, and compliance.
• Support revenue growth through upselling and loyalty programme enrolments.
• Maintain SOPs and operational standards.
• Drive loyalty programme performance and brand standards.
• Promote health, safety, and GDPR compliance.

Skills

Leadership

Customer service

Problem solving

Financial acumen

Job description

KE Hotels (Newcastle) is seeking an experienced Front Office Manager to lead our Front Office team, oversee the desk operation, and ensure an exceptional guest experience across checks-in, check-outs, and stays.

You will develop the team, maintain brand standards, support Duty Manager duties, manage revenue through upselling, and uphold health, safety, and GDPR standards while delivering outstanding service.