Front Office Manager - Brighton
hace 7 días
Brighton
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