Front of House Manager

  • Department:
    Front Office
  • Position Commitment:
    Full Time
  • Location/Hotel - click here for more information on the property:
  • Vacancy Reference:
  • Vacancy Start Date:
    5 November 2018
Front of House Manager

Being a key part of the Splendid family, all our team members need to be able to promise to:

  • Being the Best;
  • Making Responsible Decisions;
  • Treating others, the Way They Would Like to Be Treated;
  • Continually Challenge Yourself and Each other.

Position Purpose

  • As a department head, Front of House Manager directs and works with managers and employees to successfully plan, organise and execute all areas of luxury guest journey through Front Office operations.  This is a highly visible role representing The Grand Hotel York and reports directly to Director of Rooms.

Key Responsibilities

  • To build, develop and support a successful, solutions driven Reception, Nights, Concierge and Guest Relations teams that support and challenge each other
  • To Manage all aspects of front of house operations with the focus on creating and delivering exceptional systems and processes and luxurious experiences on arrival, throughout the stay and on departure
  • To achieve all agreed financial results through driving incremental revenue and cost control
  • To ensure compliance with all front office and H&S policies, standards and procedures
  • Ability, desire and commitment to being the best, learning and personal growth - To keep up with industry trends and be Tech Savy

Person Specification

1. Knowledge, Skills & Abilities

  • Effective decision making skills
  • Strong problem-solving skills
  • Ability to acquire and maintain relationships e.g., associates, customers, vendors
  • Strong communication skills (verbal, listening, writing)
  • Strong organization skills
  • Strong analytical skills
  • Effective conflict management skills
  • Effective change management skills
  • Strong customer relation skills
  • Good training/facilitator skills

2. Proven Experience/Education Level

  • High School Diploma or equivalent required; Bachelor’s Degree preferred
  • Hospitality Management Degree beneficial
  • Managerial experience required
  • Full knowledge of Opera PMS required
  • Financial management skills e.g., ability to analyse P&L statements, develop operating budgets, forecasting and capital expenditure planning
  • Extensive knowledge of Front Desk, Concierge, Guest Relations, Switchboard, and Nights operational procedures
  • Knowledge of overall hotel operations as the affect department


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The Grand Hotel & Spa York
Grand Hotel, York, Yorkshire, United Kingdom, YO1 6GD
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