Guest Experience Leader — Front of House, Luxury Hotels

Harbour Hotel Guildford; Guildford; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Progression opportunities

Internal promotions

Discounts on hotel stays

Meals on duty

Employee Assistance Program

Job summary

Harbour Hotels in Guildford is seeking a Reception Manager or Front of House Manager to lead the team and deliver exceptional guest service. You will communicate effectively, handle complaints and drive revenue posting and guest feedback.

With at least 3 years in Front Office at supervisory level and knowledge of OPERA, you will mentor staff, ensure smooth operations across front desk, housekeeping liaison, and contribute to a vibrant hospitality culture.

Qualifications

• Minimum 3 years’ Front Office experience at Supervisory level or higher.
• Experience in complaint handling and guest feedback processes.
• Strong communication and leadership skills.

Responsibilities

• Ensure every guest receives outstanding service at the front desk.
• Communicate effectively with guests and team members and resolve issues promptly.
• Lead and motivate Front of House team and oversee billing, revenue posting, and guest feedback.

Skills

Front Office experience

Complaint handling

People motivation

Communication skills

Supervisory experience

Tools

OPERA PMS

Job description

Harbour Hotels in Guildford is seeking a Reception Manager or Front of House Manager to lead the team and deliver exceptional guest service. You will communicate effectively, handle complaints and drive revenue posting and guest feedback.

With at least 3 years in Front Office at supervisory level and knowledge of OPERA, you will mentor staff, ensure smooth operations across front desk, housekeeping liaison, and contribute to a vibrant hospitality culture.