Reception FO Manager

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

About the Role

We are looking for an experienced and guest-focused Front Office Manager to lead our Front Office team and ensure an exceptional guest experience. You will oversee the daily operation of the Front Desk, manage and develop the team, maintain brand standards, and support the wider hotel operation as a Duty Manager.

Key Responsibilities

Guest Experience & Operations

• Lead all front office operations, ensuring smooth and efficient check-in/check-out experiences.
• Act as the main point of contact for guest feedback.
• Liaise closely with Housekeeping and Maintenance teams to ensure guest rooms and facilities meet brand standards.
• Undertake Duty Manager responsibilities, including evenings and weekends.

Team Leadership

• Recruit, train, coach, and develop Front Office and Night’s team members.
• Manage rotas, holiday requests, and departmental staffing levels.
• Conduct performance reviews, team meetings, and staff welfare discussions.

Commercial & Financial Management

• Manage departmental labour costs and budgets.
• Ensure accurate cash handling, billing, audits, and compliance with financial procedures.
• Support revenue growth through upselling, loyalty programme enrolments, and guest engagement.
• Maintain department SOPs and operational standards.

Compliance & Brand Standards

• Ensure completion of all required training and compliance activities.
• Drive loyalty programme performance and brand standards across the department.
• Maintain high standards of cleanliness, presentation, and professionalism.

Health, Safety & Security

• Promote a strong health and safety culture and maintain departmental compliance records.
• Lead the team during emergency situations and security incidents.
• Ensure GDPR compliance and the secure handling of guest information.

About You

• Previous experience as a Front Office Manager, Assistant 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.
• Flexible and willing to work evenings, weekends, and night shift when required.

If you're passionate about hospitality, guest satisfaction, and leading high-performing teams, we'd love to hear from you.

Compensation: Competitive salary