Cluster Front Office Manager

• Strong knowledge of reservations systems, guest service standards, and sales techniques.
• Proven leadership experience in front office or hospitality operations.
• Commercial acumen with experience in budgeting and revenue generation.
• Excellent communication and problem-solving skills.
• Ability to lead and inspire a diverse team in a fast-paced environment.

• Free use of gym and leisure facilities
• 60% discounted food onsite
• Pension scheme
• A fantastic opportunity for career development through externally recognised qualifications in addition to in-house training and development (Degrees and Apprenticeship level)
• 28 days annual leave per year (Inclusive of Bank Holidays)
• Cycle to Work Scheme
• 20% discount at breaks at Warner, Butlins & Haven + additional discounts during your stays for you and your family
• Help @ Hand from Unum - including virtual GP, Physiotherapy support, Mental Health sessions
• Life Assurance
• Free Car Parking onsite
• Family Friendly policies
• Refer a friend scheme
• Aslan: Our Reward & recognition portal includes access to a financial wellbeing platform
• Access to a discounts platform including a points based discount plan to increase your retail discounts
• Access your wages on demand through Aslan
• Employee Assistance Programme
• L&G Care Concierge
• Glow Getters and Long Service Awards

At Warner Hotels, you can discover your glow, as we believe people thrive when their unique strengths and personality are nurtured. Here, you're free to be yourself, make an impact, and thrive in a tight-knit team that creates truly unique guest experiences.

At Warner Hotels, we're more than just a place to stay, we're a place where guests come to make memories, discover new experiences, and feel truly cared for.

As Cluster Front Office Manager, you'll play a crucial role in bringing that magic to life, covering Sinah Warren and Lakeside.

The Cluster Front Office Manager leads the Front Office operations across the hotels within the cluster, to deliver exceptional guest experiences aligned with Warner Hotels' brand standards, from arrival to departure.

The role oversees reception, porterage, and guest services to ensure smooth arrivals, departures, and personalised stays, across the hotels. They Drive team engagement, operational efficiency, and commercial performance through effective leadership, training, and collaboration. Maintain compliance with health and safety standards, optimise revenue opportunities, and champion service excellence across all guest-facing touch points.

• Deliver outstanding guest experiences by ensuring reception, holiday sales, and night teams provide warm, attentive, and accurate service at every touchpoint.
• Stay poised and ready to respond to unexpected challenges, adapting quickly to maintain smooth operations and guest satisfaction.
• Drive holiday sales performance by coaching the team to confidently promote packages and experiences, contributing to revenue growth while maintaining integrity and care in every recommendation.
• Be an expert in the rebooking process & drive onsite break sales
• Curiously challenge existing processes by introducing innovative ideas that enhance efficiency, improve guest journeys, and elevate service standards.
• Maintain world-class standards in front office operations through continuous refinement of procedures, technology use, and team training.
• Keep promises by ensuring accurate reservations, billing, and guest communications, delivering commitments on time and to the highest standard.
• Champion collaboration by working closely with housekeeping, F&B, and other departments to ensure seamless coordination and exceptional guest experiences.
• Lead, coach, and develop the reception, holiday sales, and night teams, fostering a culture of trust, open communication, and professional growth where every voice is valued.
• Monitor performance metrics, guest feedback, and occupancy trends, using insights to refine strategies and improve results.
• Ensure compliance with health, safety, and data protection standards, creating a safe and professional environment for guests and team members.