Front Office Manager

4 days ago

Regent Street Cambridge Cambridgeshire CB AD, United Kingdom University Arms Full time

ABOUT US

University Arms is a 192-bedroom design-led Hotel situated in the heart of Cambridge, United Kingdom. Overlooking Parker's Piece is the Hotel's quintessentially British Restaurant and Bar, Parker's Tavern, Library Lounge, and beautiful wood-panelled Ballroom.

Opened in 1834 as a Coaching Inn, University Arms is Cambridge's oldest Hotel. For 180 years, the Hotel was added to, updated, and modernised in line with the age; however, it was the reopening in 2018 after a four-year £80m full renovation that really positioned the Hotel. It is now Cambridges 'go to' destination, alluring visitors with the promise of a sense of modern luxury.

WHAT YOU WILL BE DOING 

As Front Office Manager, you will oversee the daily operations of the Front Office team, ensuring smooth check-in/check-out processes, outstanding guest service, and the highest levels of hospitality. You will be responsible for team management, operational excellence, and guest satisfaction while driving standards that reflect the brand.

DUTIES

  • Recruit, train, and manage front office team, including the front Desk Team and Luggage Porters.
  • Schedule the team to ensure adequate coverage for all shifts.
  • Conduct regular performance reviews and provide coaching and development opportunities.
  • Ensure guests are greeted and served with professionalism and courtesy.
  • Handle guest complaints and resolve issues promptly and efficiently.
  • Monitor guest satisfaction and implement improvements as needed.
  • Manage room allocations, VIP arrivals, special requests, and guest preferences.
  • Drive performance, coaching, and development within the team.
  • Oversee front desk operations, including check-in/check-out procedures, reservations, and billing.
  • Maintain accurate records and reports on occupancy, revenue, and guest feedback.
  • Coordinate with housekeeping, maintenance, and other departments to ensure seamless operations.
  • Manage cash handling, billing, and accounts reconciliation.
  • Ensure compliance with company policies, procedures, and safety standards.
  • Prepare daily, weekly, and monthly reports for senior management.
  • Uphold and enforce hotel standards of service, presentation, and professionalism
  • Conduct regular audits of front office operations and recommend improvements.

WHAT WE ARE LOOKING FOR IN YOU

  • Have previous Front Office Management experience within a 4* or 5* hotel
  • Possess strong leadership and motivational skills
  • Are guest-focused with exceptional communication and problem-solving abilities
  • Have a solid understanding of Front Office procedures and PMS systems (Opera experience preferred)
  • Are organised, hands-on, and able to work under pressure
  • Thrive in a fast-paced environment and lead by example
  • Are flexible to work weekends, holidays, and varying shifts as needed

THE PERKS

As well as the opportunity to work with a fantastic team in an exceptional property, the position comes with:

  • Competitive salary
  • Free meals on duty
  • Team Member Parties
  • Excellent Rooms and F&B discounts across Marriott Internationals 8,000+ Hotels.
  • Free employee assistance program – mental health, well-being, financial, and legal support because you matter
  • Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn up to £400 for referring them

RIGHT TO WORK

In line with the requirements of UK immigration legislation, all applicants must be eligible to live and work in the UK. Documentary evidence of eligibility to work will be required from candidates as part of the recruitment process.

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