Cluster Front Office Manager - Bournemouth

Cluster Front Office Manager
Three-Hotel Cluster | Bournemouth
JWR is recruiting an experienced Cluster Front Office Manager to oversee reception and front office operations across three hotels located within close proximity of one another in Bournemouth.
This varied portfolio brings together three distinctive coastal properties, including a contemporary design-led hotel, an intimate boutique property and a larger full-service hotel offering spa, leisure, dining and events facilities.
This is an excellent opportunity for a confident Front Office Manager who enjoys variety, thrives in a multi-property environment and is passionate about creating memorable guest experiences.

The Package

• Salary from £33,000
• Annual performance-related bonus
• Meals while on duty
• Workplace pension
• Life insurance
• Employee benefits platform
• Hotel and employee discounts
• Personalised training and development
• Team celebrations, social events and employee recognition
• Genuine opportunities for career progression

The Role
As Cluster Front Office Manager, you will provide leadership, structure and operational support across the reception and night teams of all three hotels.
You will ensure each property delivers a consistently warm and professional welcome while maintaining its own individual style and guest experience. Working closely with the hotel leadership teams, you will establish clear standards, develop employees and drive commercial performance across the cluster.
Your responsibilities will include:

• Leading the reception, front office and night teams across three properties
• Ensuring consistent service standards throughout the guest journey
• Supporting the smooth operation of both day and night shifts
• Implementing and maintaining front office standard operating procedures
• Monitoring guest feedback and resolving complaints professionally
• Creating innovative ways to enhance the guest experience
• Driving room upgrades, upselling and departmental revenue
• Setting and monitoring individual and team performance targets
• Managing rotas and daily staffing requirements across the cluster
• Ensuring payroll and departmental costs remain within budget
• Coaching, mentoring and developing front office employees
• Conducting probationary, performance and development reviews
• Managing cash handling, banking, till procedures and petty cash controls
• Ensuring compliance with data protection and information-security procedures
• Overseeing security checks and front-of-house safety procedures
• Producing clear and detailed shift handovers
• Communicating promotions and marketing activity to relevant departments
• Working closely with housekeeping, reservations, revenue and food and beverage teams
• Providing operational cover during periods of absence or increased demand

Requirements
We are looking for a visible and energetic Front Office Manager who can move confidently between three busy hotels and create a joined-up approach across the cluster.
You will ideally have:

• Previous Front Office Manager, Reception Manager or Rooms Division management experience
• Experience within a hotel or multi-property hospitality environment
• Strong knowledge of front office systems and procedures
• Experience managing both daytime reception and night operations
• Excellent leadership, coaching and team-development skills
• A strong understanding of guest-service recovery
• Commercial awareness, including upselling and revenue generation
• Experience managing rotas, payroll and departmental costs
• Knowledge of cash handling, banking and financial-control procedures
• A good understanding of data protection and guest confidentiality
• Confidence handling complaints and making operational decisions
• Strong organisational and communication skills
• Flexibility to work across all three hotels when required

You will be someone who leads from the front, brings positive energy to the operation and understands that exceptional hospitality begins before the guest has even reached the reception desk.
This is a fantastic opportunity to take ownership of a varied front office operation, develop three talented teams and play a central role in shaping the guest experience across an established Bournemouth hotel cluster.