Luxury Front Office Supervisor - VIP & Guest Experience

The Monogram Collective; Inverurie; On-site; GBP 28,000 - 34,000; Full time

Job summary

Meldrum House Hotel & Golf Course in Aberdeenshire seeks an Assistant Reception Manager to lead the Front Office team across day and night shifts, ensuring exceptional guest care, smooth check-ins, and accurate room allocation for VIPs and corporate clients.

You will implement SOPs, train staff, manage reservations outside office hours, control operating costs, and work with HMS and Zonal systems to maintain the Guest Journey at AA Red Star standards.

Qualifications

• Experience in front office operations and customer care.
• Ability to write professional letters and emails.
• Experience leading teams and conducting training.

Responsibilities

• Implement Front Office SOPs to ensure training consistency and service standards.
• Lead day and night teams to deliver AA Red Star guest service.
• Manage check-ins/outs and room allocations, including VIPs.
• Utilise Procure-Wizard for purchasing and ensure accurate goods receipt.
• Respond to online reviews in a professional, emotive manner.
• Maintain knowledge of HMS and Zonal systems.
• Control operating costs including payroll via weekly forecasts.
• Conduct 1-2-1s, appraisals and training.

Skills

Front Office Leadership

Guest Service

Rota Management

Cost Control

Team Training

Communication

Data Analysis

Staff Scheduling

Tools

Microsoft Outlook

Excel

Word

HMS

Zonal

Job description

Meldrum House Hotel & Golf Course in Aberdeenshire seeks an Assistant Reception Manager to lead the Front Office team across day and night shifts, ensuring exceptional guest care, smooth check-ins, and accurate room allocation for VIPs and corporate clients.

You will implement SOPs, train staff, manage reservations outside office hours, control operating costs, and work with HMS and Zonal systems to maintain the Guest Journey at AA Red Star standards.