Responsibilities
- Lead the front office team to deliver outstanding guest service, ensuring every guest feels valued and welcomed
- Address guest needs promptly and professionally, building lasting impressions and guest loyalty
- Oversee daily front office operations, including check-in/out processes, room assignment accuracy, and seamless billing, with a focus on efficient processes to minimize wait times and uphold high service standards
- Recruit, train, and mentor front desk staff to create a positive, collaborative environment; conduct regular training sessions to maintain service standards and empower team members to handle guest inquiries confidently
- Act as the primary contact for guest concerns, handling complaints with empathy and efficiency, and collaborating with other departments to ensure smooth operations and guest satisfaction
- Manage front office budgets, control expenses, and participate in financial forecasting, overseeing cash handling and monitoring accounts receivable for accuracy and compliance
- Maintain records of occupancy, rates, and guest profiles, preparing daily, weekly, and monthly reports, and share insights with senior management
- Motivate the team to achieve upselling targets by suggesting room upgrades and additional services; collaborate with sales and marketing teams to promote hotel packages and local partnerships
- Ensure front desk operations comply with hotel safety standards, oversee emergency procedures, and maintain a secure environment for guests and team members
Qualifications
- A minimum of 1-2 years of front desk experience in a supervisory or management capacity within the hospitality industry, ideally in a hotel setting
- Proven record of effectively leading a team, building positive dynamics, and coaching for performance
- Exceptional communication and interpersonal skills, with a passion for delivering high-quality guest service and resolving issues professionally
- Strong organizational abilities to manage daily operations and administrative tasks efficiently
- Familiarity with budgeting, forecasting, and financial reporting, along with knowledge of cash handling, accounts receivable, and basic accounting principles
- Proficiency in front desk and property management systems (PMS), such as Opera or similar, along with a working knowledge of Microsoft Office Suite
- Resourceful, solution-oriented, and comfortable making decisions under pressure
- Flexibility to work evenings, weekends, and holidays as needed to meet the demands of the hotel industry
Benefits
- Discounted hotel room rates for you and your friends & family
- An additional day's leave for your birthday
- Enhanced Maternity, adoption & shared parental leave
- Course Sponsorship
- 30% F&B discount at RBH hotels
- Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
- Flexible working arrangements
- Wagestream - choose how and when you get paid
- Life Insurance
- Employee Assistance Programme
- Social and wellness events and activities all year round
- Free meals on duty saving you over £1000 per year
Equal Opportunities
RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‑first culture. If at any point throughout our process you require reasonable adjustments, please contact.
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