Front Office Manager

ROLE: Front Office Manager
LOCATION: Birmingham - Leading 4-Star Hotel
SALARY : £36,000-£38,000 + Excellent Benefits

Take the lead in one of Birmingham's most-loved 4-star hotels and oversee a Front Office operation that consistently delivers warm welcomes, seamless stays, and memorable guest experiences. This is an opportunity to join a respected, stable hotel group known for developing talent, promoting from within, and offering long-term career progression both in the UK and internationally.

Whether you're already an experienced Front Office Manager or a Reception Manager ready to step up, this is a senior leadership role where your presence will be felt, your ideas will be valued, and your development will be invested in.
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About the Hotel & Group
This modern, high-volume 4-star hotel sits in a prime Birmingham location and is part of a well-regarded UK hotel group backed by a global brand family. Known for delivering excellent guest satisfaction scores, the property offers a mix of business, leisure, and event guests, with a strong reputation for warm service and a supportive team culture. The group invests in training, recognises high performers, and gives ambitious leaders the platform to grow into Rooms Division or Operations roles.
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The Role - What You'll Lead
As Front Office Manager, you will take ownership of the full Front Office operation, including:

* Leading, motivating, and developing the Reception, Night Manager, and Night Team to ensure smooth 24/7 coverage.
* Overseeing daily arrivals and departures, room allocations, VIP welcomes, group movements, and operational briefings.
* Ensuring exceptional guest service standards across all touchpoints, resolving issues professionally and quickly.
* Driving guest satisfaction scores through coaching, mystery guest evaluations, and continuous process improvement.
* Managing rota planning, payroll checks, holiday allocation and ensuring sufficient staffing levels.
* Ensuring compliance with brand standards, audit requirements, health & safety, GDPR and security procedures.
* Managing cash handling, billing, and credit control processes, ensuring financial accuracy at all times.
* Working closely with Housekeeping, Reservations, F&B, Sales, and Maintenance to deliver a joined-up guest experience.
* Monitoring and reporting on Front Office performance, KPIs, upsell opportunities and training needs.
* Leading from the lobby-acting as the visible ambassador of guest experience, service culture, and team morale.
* Supporting the Duty Management rota as required.
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What You'll Bring

Essential
* Proven experience as a Front Office Manager or Senior Reception Supervisor/Manager in a 4-star or high-volume hotel.
* Strong working knowledge of Opera PMS (or similar large hotel PMS).
* A visible, hands-on leadership style-comfortable taking charge on the floor.
* A genuine passion for hospitality, team development, and delivering service excellence.
* Strong organisational, communication, and problem-solving skills.
* Experience managing rotas, staffing levels, guest feedback, and audit compliance.

Desirable
* Experience within a branded hotel environment.
* Exposure to Duty Management responsibilities.
* Knowledge of upselling techniques and driving commercial performance.
* Experience supporting training and onboarding processes.
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What's In It for You
* £36,000-£38,000 salary depending on experience.
* Fair, sustainable rota patterns and a good work/life balance-no relentless doubles.
* Retail, restaurant & event discounts.
* Family & Friends hotel discounts across a respected UK hotel group.
* Free Leisure Club / Gym membership.
* Global employee-rate hotel stays through an international brand family.
* Free on-site parking (Birmingham location-a rare benefit!).
* Free meals on duty.
* Genuine development pathways into Rooms Division or Operations Management.
* Uniform provided.
* Supportive senior leadership team who champion engagement, recognition, and personal development.
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Eligibility
* Applicants must already have the right to work in the UK (no visa sponsorship available).
* Previous hotel leadership experience in a quality, high-volume environment is essential.