Guest Experience Front Office Leader

Ke Hotels (Newcastle); Newcastle upon Tyne; On-site; GBP 36,000 - 48,000; Full time

Job summary

Ke Hotels Newcastle asks for an experienced Front Office Manager to lead the Front Office team, oversee daily desk operations and ensure an outstanding guest experience across the hotel.

You will recruit, coach and develop reception and night staff, maintain brand standards, manage rotas and budgets, and perform Duty Manager duties, including evenings and weekends, to support smooth hotel operations.

Qualifications

• Experience as 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.

Responsibilities

• Lead all front office operations and ensure smooth check-in/check-out experiences.
• Act as main point of contact for guest feedback and liaise with Housekeeping/Maintenance.
• 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 departmental staffing levels.
• Conduct performance reviews and team meetings.
• Manage departmental labour costs and budgets.
• Ensure accurate cash handling, billing, audits and compliance.
• Support revenue growth through upselling and guest engagement.
• Maintain department SOPs and operational standards.

Skills

Front Office Leadership

Guest Service Excellence

Team Development

Budgeting & Financial

Job description

Ke Hotels Newcastle asks for an experienced Front Office Manager to lead the Front Office team, oversee daily desk operations and ensure an outstanding guest experience across the hotel.

You will recruit, coach and develop reception and night staff, maintain brand standards, manage rotas and budgets, and perform Duty Manager duties, including evenings and weekends, to support smooth hotel operations.