Guest Experience Leader - Front Office & Nights

Berkeley Scott Limited; Glasgow; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Great company benefits

City centre location

Discounts on rooms and F&B worldwide

Growth and development

Job summary

Berkeley Scott Limited in Glasgow, four-star hotel, seeks a Front Office Manager to lead Reception and Nights, ensuring brand values and profitability targets. Reporting to the General Manager, the role requires a customer-focused approach with strong leadership and commercial awareness.

You will oversee teams across departments, maintain high service standards, manage payroll and departmental costs, and contribute to sales opportunities.

Qualifications

• Customer-focused approach with consistent high service standards.
• Strong leadership and accountability with commercial awareness.
• Ability to manage Reception and Nights departments within policy and budget.

Responsibilities

• Ensure departments present a professional impression to customers and team members.
• Evaluate customer service reports and feedback, implementing action plans.
• Manage Reception and Nights to uphold brand standards and policies.
• Achieve Priority Club/Reward enrolment targets.
• Oversee payroll costs by aligning staffing with forecasted levels.
• Monitor departmental operating costs and ensure fiscal targets are met.
• Work with Accounts, Revenue and other departments to raise accurate service accounts.
• Contribute to Sales and Marketing plans to maximise revenue and exceed targets.
• Create a selling service culture and sales focus across departments.
• Lead a team environment fostering morale and commitment.
• Ensure Induction and ongoing coaching and appraisals during onboarding.
• Adhere to cash, key and credit procedures; operate IT systems to standard.
• Undertake other projects to grow the business.
• Adhere to Health and Safety, Food Safety, Fire, Security policies.

Skills

Leadership

Customer service

Commercial awareness

Accountability

Team management

Job description

Berkeley Scott Limited in Glasgow, four-star hotel, seeks a Front Office Manager to lead Reception and Nights, ensuring brand values and profitability targets. Reporting to the General Manager, the role requires a customer-focused approach with strong leadership and commercial awareness.

You will oversee teams across departments, maintain high service standards, manage payroll and departmental costs, and contribute to sales opportunities.