About The Role

Manage day-to-day staffing requirements, plan and assign work, and set performance and development goals for team members, providing mentoring, coaching, and regular feedback
Train team members in compliance with relevant laws and safety regulations, ensuring the team has the tools and equipment to carry out their roles
Ensure staff are properly trained on systems, security, cash handling procedures, and service and quality standards
Ensure the smooth daily operation of the Front of House, with team members clear on their roles and responsibilities
Plan and implement effective training programmes in coordination with the Training team, recorded according to established standards

Support the preparation of the annual departmental operating budget and financial plans
Monitor budget and control labour costs and expenses, with a focus on rate strategy, upselling, and inventory management
Oversee the night audit function and preparation of daily financial reports
Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

Ensure Front Office teams provide guests with prompt service, professional attention, and personal recognition
Greet guests upon arrival and make time to interact meaningfully, responding to feedback and complaints to drive continuous improvement
Conduct routine inspections of the front office and public areas, taking immediate action to correct any deficiencies

Check billing instructions and guest credit for compliance with hotel credit policy, ensuring all transactions are handled securely
Train team members on PBX procedures and serve as a central point of contact during emergencies, maintaining relationships with local fire, police, and emergency services
Perform other duties as assigned; may serve as manager on duty

Full leadership of the Front Office department, including Reception, Concierge, Regent Experience, Regent Club, and Regent Service Centre
Consistent delivery of Regent service standards across every guest touchpoint, from check-in to check-out
Accurate night audit and daily financial reporting
Effective emergency response and crisis communication as a designated point of contact
Supervision of front desk agents, reservations, PBX, and porter/shuttle teams, including subordinate supervisors

To thrive in this role and bring poise and precision to the guest journey, you'll need:
Bachelor's degree or equivalent in Hotel Management, Business Administration, or a related field
Minimum 3 years' experience in Front Office or Guest Services, including team leadership experience
Strong knowledge of front office systems, security, and cash handling procedures
Excellent guest relations and problem-resolution skills
Fluent English required; other languages an advantage