Front of House Manager

Front of House Manager - 5 star hotel - Scottish Highlands

• Great salary
• Tronc
• Staff accommodation is available
• Free on-site parking
• Discounts on rooms and F&B within the group
• Other company benefits

As Front of House Manager, you will be responsible for managing the team, guest experience, reception, arrivals, departures, guest communication, lounge standards and daily Front of House operations

You will be a Front of House Manager who manages the operation so that every guest receives a seamless, personal and memorable experience from pre-arrival to departure. The Front of House Manager is responsible for ensuring the team consistently delivers our five-star and +1 service standards, upholds Forbes expectations, manages daily guest-facing operations effectively, and creates an environment where colleagues feel supported, accountable and inspired to perform at their best.

Main Responsibilities Guest Experience

- Lead the preparation and delivery of all guest arrivals 

- Maintain a visible and welcoming presence across reception, lounges and guest-facing areas, engaging confidently with guests throughout their stay.

- Oversee guest communication before, during and after stays, ensuring preferences, requests, celebrations and special occasions are understood, recorded and acted upon.

- Manage VIP stays, private dining, small events, exclusive-use bookings and special guest experiences with attention to detail and clear communication across departments.

- Handle guest feedback, concerns and complaints professionally in line with Forbes standards and company procedures, ensuring prompt resolution and appropriate follow-up.

- Regularly review the full guest journey, identifying opportunities to elevate service, anticipate needs and create incredible memories for guests.

Team Leadership

- Lead, coach and motivate the Front of House team to deliver friendly, faultless and anticipatory service.

- Create a positive, professional and inclusive working environment where team members feel supported, informed and accountable.

- Manage recruitment, induction, training, probation, performance and development for the Front of House team in partnership with People and Culture.

- Run effective briefings and handovers so that guest information, priorities and operational actions are communicated clearly. 

Health, Safety and Standards

- Ensure Front of House areas are safe, clean, organised and presented to the hotel's standards at all times.

- Promote a strong safety culture by encouraging the team to report concerns, hazards, near misses and maintenance issues promptly.

- Ensure self and team comply with relevant health and safety, fire, security, data protection, cash handling and company procedures.

- Take appropriate action when standards are not met, diagnosing the cause and following through to completion.

Berkeley Scott are an agency working on behalf of our client.  Salary dependant on experience.