Reception Manager

KE Hotels (Newcastle); Newcastle upon Tyne; On-site; GBP 35,000 - 47,000; Full time

Job summary

KE Hotels (Newcastle) is seeking an experienced Front Office Manager to lead the Front Office team and deliver outstanding guest experiences. You will oversee the front desk, drive service excellence, and perform Duty Manager duties as required.

Key responsibilities include training and development of the team, rostering, and ensuring brand standards. The role requires strong leadership, customer focus, and financial acumen with readiness to work evenings and weekends.

Qualifications

• Previous experience as 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.

Responsibilities

• Lead all front office operations, ensuring smooth check-in/check-out experiences and guest satisfaction.
• Recruit, train, coach, and develop Front Office and Night’s team members; manage rotas and holidays.
• Manage departmental labour costs, budgets, cash handling, audits and compliance with financial procedures.
• Drive loyalty programme performance and brand standards; maintain SOPs and presentation.
• Promote health, safety, security and GDPR compliance across the department.

Skills

Leadership

Customer service

Problem-solving

Financial awareness

Team development

Communication

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