Reception Fo Manager

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

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.
• 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.
• 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.

Reception FO Manager Newcastle upon Tyne, United Kingdom