Front Office Manager

Kelso

We are currently looking foran experienced and passionate Front Office Manager to join us and be a part of the SCHLOSS Roxburghe Front Office Team!

This is a full-time position working 5 days over 7. Availability and flexibility to work mornings, evenings, nights and weekends is essential.

The position offers a competitive salary of £30,000 per annum plus gratuities* and excellent employee benefits .

*Gratuities (tips) are an additional charge added onto services and are paid to all employees on a pro-rata basis regardless of your role. The amount is not guaranteed and is depended on service charge paid.

The Front Office Manager will ensure a seamless and consistent luxury guest experience which exceeds expectations at every stage of the guest journey at SCHLOSS Roxburghe. This leadership role is responsible for the daily operations of the front office team, including providing support and people management to the receptionists, hosts, supervisors, and the nights team. You will actively support and assist the team inspiring them create unique experiences for our guests. The ideal candidate will enjoy the challenges of coordinating a team whist leading with a smile in this guest centric role.

Your Key Responsibilities:

You will ensure that every guest is provided with a warm welcome to the estate and hotel and ensure a consistent luxury and personalised guest experience.

Show your creativity and think outside of the box to engage and interact with our guests creating magical and memorable moments during the time at SCHLOSS Roxburghe.

Build guest loyalty through customer service excellence and repeat guests.

You will lead and take ownership of the reception upsell program to maximise room revenue.

You will play an active role in the development of the team and contribute to ideas and initiatives to drive innovation and enhance the guest and colleague experience in the department.

You will oversee with the scheduling, time keeping, attendance, publishing rotas and organising the teams holiday plans for the department.

You will ensure quality standards are achieved consistently with all guest engagement and procedures in the department throughout the guest journey.

You will meet targets for hotel performance KPIs and guest satisfaction scores.

Responsible for the overall presentation of the reception area and team, including ensuring the cleanliness and presentation of furniture, hall and outside areas and the grooming standards of the reception team.

Assumes manager on duty (MOD) responsibilities, when necessary (service recovery and fire panel alarms), to represent the management and assist with guest situations.

Ensure strong and effective communication and cooperation with the Housekeeping, F&B teams and all operational departments.

Demonstrates flexibility with work patterns and recognises that operations must run 24 hours, 7 days a week, without interruption, including working evenings, weekends and possible takeover of night shifts.

Respond to guest feedback and complaints in a timely manner in accordance with brand standards.

TEAM & LEADERSHIP:

You are responsible for the supervision and daily management of the Front office team; including receptionists, hosts, reception supervisors and the nights team.

You will provide day to day leadership to the team, by leading, inspiring and motivating the team to deliver excellent customer service and exceed in their roles.

You will be responsible for the discipline and people management of the team members, including providing regular feedback, performance reviews, and encourage personal progression.

Oversee hiring new team members and the succession planning of the team.

You will identify training needs and opportunities and organise the teams training plans.

You will oversee with the scheduling, time keeping and attendance for the department including publishing rotas and organising the teams holiday plans.

You will meet targets for hotel performance KPIs and guest satisfaction scores.

Your Knowledge & Capabilities:

You have a passion for delivering exceptional guest service.

You are a positive person with the ability to inspire, motivate and train a team.

You have excellent communication skills with the confidence and personality to build strong relationships across different levels.

You are enthusiastic and can build genuine and trusting relationships with guests and colleagues.

You like to show your creativity and think outside of the box with innovative ideas.

You are confident in handling guest complaints.

You use your initiative and take a practical approach to problem solving.

Ability to multitask and work in a busy, fast paced and dynamic environment.

You will have proficient knowledge of working with PMS and POS.

You are proficient in Microsoft Office.

Proven Experience/Qualifications:

Minimum of 2 years experience in Front Office role desirable.

Experience in the hospitality industry is essential.

Proven supervisory or management experience essential.

Full, current and clean driving UK drivers licence is essential.

Proficient in the English language.

Your Employee Benefits:

- Competitive salary

- 30 days paid holiday after 1 year of service

- 50% discount on food & beverage

- 30% discount in our Pro Shop

- Free meals whilst on shift

- Free golf membership

- Free on-site parking

- Recommend a friend scheme

- Gym membership discount

- Quarterly recognition programme

- Hotel stay discounts at our sister properties including Ibiza, Sardinia and New York

- Access to exclusive perks, offers, and discounts on our colleague platform

- LifeWorks employee assistance program

- Access to wellbeing articles, podcasts, tools and resources

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