Deputy Front Office Manager

Team Leadership & Development

We're proud to be a certified B Corp – one of only seven hotels/hotel groups in the UK to earn this prestigious accreditation. This means we're part of a global community of businesses committed to using profits and purpose to make a positive impact on people and the planet. If you want to be part of a team that values sustainability, inclusivity and meaningful work, we'd love to hear from you.

We're seeking a Deputy Front Office Manager to support the Head of Rooms Division in overseeing all front office operations, including reception, guest relations and night audit, ensuring a smooth, brand-standard guest experience from arrival to departure. You will also act as Duty Manager to coordinate hotel operations, guest satisfaction and safety, during assigned shifts.

What you'll be doing

Operational Management

• Supervise the day-to-day operations of the Front Office to ensure exceptional guest service at all times.
• Oversee check-in/check-out procedures, room allocation, billing and guest communication.
• Support and coordinate with other departments such as Housekeeping, Maintenance and Food & Beverage to meet guest expectations.
• Monitor room availability, rate strategy and occupancy levels in collaboration with Revenue Management.
• Ensure that front office systems and procedures comply with Hotel policies, financial controls and brand standards.

Duty Manager Responsibilities

• Act as the Duty Manager, taking full responsibility for hotel operations during assigned shifts.
• Handle guest feedback, complaints and emergencies professionally and promptly.
• Make key operational decisions in the absence of senior management.
• Ensure guest and team safety by monitoring security, fire safety and emergency procedures.

• Prepare Duty Manager reports and communicate key issues or incidents to relevant departments and management.

• Lead, train, coach and motivate the front office team to deliver consistent, high-quality service.

• Assist in recruitment, scheduling, performance reviews and daily briefings.
• Conduct regular training sessions to maintain team competence in customer service, upselling and operational systems.
• Foster a positive and professional work environment that supports teamwork, respect and growth.
• Develop and implement individual professional development plans for the front office team.

Guest Relations

• Build strong guest relationships, ensuring personalised service and handling VIPs, long-stay and repeat guests with care.
• Monitor guest satisfaction scores and online feedback, implementing improvements where needed.
• Anticipate guest needs and resolve any service gaps proactively.

About you

You're an experienced Front Office professional with three to five years in hotel operations, including at least one year in a supervisory or assistant management role. Confident using PMS systems and MS Office, you combine strong leadership with the ability to motivate and support a busy team. You communicate clearly and professionally at all levels, handling guest concerns with ease while consistently delivering exceptional service. Above all, you're a proactive team player who takes initiative and thrives in a fast-paced, guest-centred environment.

The Hotel reserves the right to close the vacancy early, should suitable applicants be found.

Job Types: Full-time, Permanent

Pay: £30,900.00 per year

Benefits:

• Company events
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Free or subsidised travel
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Referral programme
• Sick pay
• Store discount

Ability to commute/relocate:

• Birmingham B15 2RS: reliably commute or plan to relocate before starting work (required)

Experience:

• Hotel Reception : 3 years (required)
• Supervisory/Management: 1 year (required)
• duty management: 1 year (preferred)

Work authorisation:

• United Kingdom (preferred)

Work Location: In person

Application deadline: 21/12/2025

Reference ID: EPH/DFOM/1125