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Front Office Manager - Brighton Overview The Front Office Manager is responsible for leading the reception and guest relations team, ensuring a seamless guest journey from arrival to departure. This role is hands on, operational, and guest focused, with accountability for service standards, team performance, and front office financial controls. You'll play a key role in driving guest satisfaction, resolving issues in real time, and maintaining strong communication across all hotel departments. Key Responsibilities Guest Experience & Service Delivery • Lead the front office team to deliver a warm, efficient, and personalised guest experience, • Handle escalated guest complaints, ensuring timely resolution and appropriate service recovery, • Monitor guest feedback (including online reviews and internal platforms) and implement improvements, • Ensure clear and consistent communication of hotel facilities, including spa access, pricing, and availability Operations Management, • Oversee daily front office operations, including check ins, check outs, room allocations, and billing, • Ensure all reservations, payments, and pre authorisations are handled accurately, • Maintain strong control over cash handling, deposits, and financial procedures, • Work closely with housekeeping, maintenance, and F and B to ensure smooth day to day operations Team Leadership & Development, • Lead, coach, and develop the reception and guest relations team, • Set clear expectations and hold the team accountable for performance and standards, • Manage rotas, holidays, and staffing levels in line with business needs, • Conduct regular training, including complaint handling and service standards, • Address performance issues promptly, including disciplinary processes where required Revenue & Commercial Awareness, • Maximise room revenue through effective room allocation and upselling, • Ensure rate and availability strategies are followed and communicated, • Monitor no shows, cancellations, and payment compliance Systems & Administration, • Ensure accurate use of Opera PMS, including reservations, billing, and guest profiles, • Maintain clear and detailed guest notes and handovers, • Produce and review reports related to performance, revenue, and guest feedback Standards & Compliance, • Ensure all front office procedures comply with company policies and legal requirements, • Maintain a strong presence at reception during peak periods, • Support Duty Manager shifts as required, including handling incidents and emergencies What We're Looking For, • Proven experience in a Front Office or Reception Manager role within a busy hotel, • Strong leadership skills with the ability to manage performance and drive accountability, • Excellent communication and complaint handling skills, • Strong attention to detail, particularly around financial controls and systems, • Confident using Opera PMS or similar hotel systems, • Commercial awareness and a proactive, problem solving mindset What Success Looks Like, • Consistently high guest satisfaction scores and reduced complaints, • A well trained, reliable, and accountable front office team, • Smooth daily operations with minimal errors in billing or guest handling, • Strong collaboration with other departments, • Clear, professional communication both internally and with guests

Office Location: Brighton / Eastbourne Job purpose RICS Registered Valuer with 0-3 years post qualification experience to undertake Red Book valuations for various purposes including secured lending. To undertake rent reviews and lease renewals on commercial properties including offices, industrial and retail. The employee will be an important part of the Professional Team which comprises other Chartered Surveyors and Graduates with specialist knowledge in the following disciplines: Valuation, Lease Advisory, Rating and Leasehold Enfranchisement. Role Dimensions Financial data (budgets etc) Each fee earning member of staff has an annual financial target which would be set based on the employee’s experience and ability. Total number of employees for whom you have line responsibility None initially, however there are junior members of the team who learn by way of shadowing senior members. As part of the Professional team, you will play your part in mentoring the junior members of staff, helping with their preparation for the APC and assisting them as they develop into Chartered Surveyors. Other data Working as part of the Professional team and supported by the Division as a whole, the role is to undertake existing instructions, maintain existing Client relationships by keeping them informed of the progress of their reports and develop new business. The majority of work will involve property situated in the South-East of England and primarily in Sussex. In some cases, it is necessary to travel outside this geographical area, for example as part of a portfolio valuation. Business generation and client facing business activity is a requirement and necessary for promotion opportunities. Cross-selling will also be rewarded. Opportunities arise from time to time to take on extra responsibility in certain areas ancillary to our core business e.g. APC / Graduate Counsellor, Sustainability Team, Complaints Handling, Anti Money Laundering, IT Committee etc. Key responsibilities • Client Management is a key component of this role. It is imperative that both existing clients and potential clients are provided with a prompt and professional service which promotes the Department, Division and ultimately the Firm. Keeping clients abreast of inspection dates and progress of their reports are core components of this position., • Responsible for Fee and Cost Management quoting for work and ensuring that all fees and other costs are monitored and processed in a timely way so that income and profit targets are met. As a fee earner, to prepare invoices and liaise with Clients and Accounts to ensure bad debts are kept to a minimum., • Business Generation for the Department and firm as a whole which involves social interaction with potential clients, Bank managers, solicitors, accountants etc. The firm also holds numerous social events during the year where you are asked to invite some of you own Clients and host them on the day., • Professional and Personal Development to identify and address the relevant development requirements for the job; and ensuring that the appropriate skills and technical knowledge are evident., • Compliance and administration to maintain all the relevant professional and in-house procedures and standards, so ensuring good practice and consistency for the department and Company is achieved., • Knowledge of changes and developments in professional and ancillary areas and to take steps to expand knowledge of the same. Communications & working relationships Internal • Line manager – for support and to monitor progress, • Departmental colleagues – to support each other and to ensure efficient service, • Other department representatives – to develop cross-servicing opportunities External • Clients – to keep advised of progress, to advise and to take instructions, • Professional bodies – to maintain and develop knowledge, • Other agents/professionals – comparables, market knowledge and negotiation Key performance indicators Financial – e.g. income, profit margins, debtor days, billing timesService standards – e.g. up to date knowledge of client needs • Departmental targeted income Compliance and Administration • Evidence of following the administrative procedures that may include:, • Debtor days/billing times, • 100% reports in standard format, • 100% compliance of QA & Company standards, • Accounts submission on timely basis (timescale – to be agreed) Personal Development • Development plan in place, • Evidence of behaviours as described in Section 7, • Attendance at courses relevant for RICS CPD, • Any additional training deemed necessary, • Assist in the training of OTA / junior staff members as required Person specification Knowledge, skills and experience required Qualifications • MRICS, RICS Registered Valuer with minimum 0-3 years PQE experience is essential Knowledge • Chartered Surveyor with relevant experience of Valuation is essential., • Able to demonstrate an up to date knowledge of professional matters such as the Red Book is essential, • Previous experience of independently undertaking rent reviews and lease renewals is essential., • Able to demonstrate knowledge of potential new markets appropriate to their region / town (desirable), • Able to demonstrate knowledge of current legislation that affects the building, development, marketing and letting of commercial space(desirable), • IT literate, with an ability to use IT as tool to support work, through effective use of databases, websites, in-house templates is essential. Experience • Able to demonstrate ability to develop the skills necessary to generate new clients and jobs (desirable), • Experience of the relevant commercial markets (desirable) Skills • Ability to solve problems effectively and creatively., • Time management able to organise and manage time effectively., • Report / letter writing to produce readable grammatically correct written reports and letters which are clear, logical and persuasive. Behaviours • Influencing clients and applicants to achieve positive outcomes in relation to proposals and working relationships., • Persuasiveness to understand the needs of the client / audience and respond accordingly by modifying or changing the communication style accordingly (written or verbal), • Initiate action to recognises, creates and seizes opportunities to implement plans and ideas to achieve business objectives., • Tenacity to demonstrates perseverance over a period of time to achieve objectives, irrespective of obstacles., • Attention to detail and accuracy ensures that activities and task are handled correctly and completed on time., • Adapting to change ability to respond constructively, enthusiastically and flexibly to changes in team, market and work., • When undertaking site visits these might not be accessible via public transport and therefore access to transport will be required SHW is committed to encouraging respect, diversity and inclusion among our workforce and eliminating discrimination. The aim is for our workforce to be representative of all sections of society, and for each employee and client to feel respected in an equitable environment. By submitting your application, you acknowledge that your personal data may be shared with other SHW Group subsidiary and affiliate companies in support of this objective. All data will be handled in accordance with applicable data protection legislation and our Privacy Policy, which can be found here: Privacy | SHW

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