Front Office Manager

The Balmoral is located at Edinburgh’s most prestigious address, No. 1 Princes Street, where the Old Town stops and the New Town begins. Our hotel’s majestic clock defines the city’s skyline and since the day we opened in 1902 it has run three minutes fast to ensure our guests will never miss their train.

The Position

Do you pride yourself on your people skills? Your organisational aptitude? Have an ability to deliver world-class standards of service? And are you ready to take on a key role in a leading luxury hotel? Then Rocco Forte Hotels would love to invite you to join us as Front Office Manager.

You will be responsible for managing all aspects of the front desk including switchboard, ensuring that all guests receive a warm welcome and excellent service. You will lead a team of 16 front office staff, coordinate check-in/check-out procedures, and handle guest inquiries to enhance their overall experience.

Key Responsibilities:

• Oversee the daily operations of the front office, including guest check-in/check-out, reservations, and billing.
• Supervise and train front office staff, ensuring a high standard of customer service.
• Monitor room availability, rates, and bookings, coordinating with the reservations and housekeeping teams.
• Handle guest complaints and issues promptly and professionally, striving to resolve them to the guest’s satisfaction.
• Ensure compliance with health, safety, and security regulations.
• Prepare and manage the front office budget, including staffing and supplies.
• Maintain efficient communication between the front office and other departments, such as housekeeping and maintenance.
• Implement and enforce front office policies and procedures.
• Ensure all team members are trained, understand and deliver all Hotel Brand, LQA and Forbes standards to ensure consistency in executing five star service standards.
• Foster a positive work environment by motivating staff and promoting teamwork.
• Work in conjunction with the Guest Relations Manager to assist in delivering World Class Scottish Hospitality to all our guests.

Qualifications and Skills Required:

• Proven experience in a similar role within the hospitality industry (e.g. Front Office Manager, Reception Manager).
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to remain calm under pressure and handle challenging situations with diplomacy.
• Proficient in hotel management software (e.g. Opera, Protel, etc.).
• Exceptional problem-solving skills and attention to detail.
• Strong organisational skills and the ability to multitask.
• A customer-focused attitude with a passion for delivering outstanding guest service.
• Experience with LQA and Forbes standards is desirable but not essential.
• A degree or diploma in Hospitality Management or a related field is preferred but not essential.

You will be responsible for ensuring our discerning guests receive the level of service excellence Rocco Forte Hotels are internationally renowned for. Insightful, discreet and caring at all times, you will lead by example, ensuring your team is exceptionally presented, knowledgeable about all areas of the hotel and able to answer guests’ questions and resolve problems promptly. You will also have to oversight to ensure you’re personally aware of all incidents and guarantee front office recognition of our VIP guests.

Your ability to deliver outstanding and discreet solutions to all of our guests' needs, and to motivate and lead your team will define your success in the role. In turn, you will be given the support to develop your own skills and career with us.

Ultimately, your insight, commitment and pride in your work will make you an integral part of the Rocco Forte family.

Why join us at Rocco Forte Hotels?

At Rocco Forte Hotels, we are committed to giving our Team Members the skills and support required to deliver unrivaled service, and most importantly, to grow in their careers. As a member of The Balmoral team, you will also enjoy a fantastic range of perks, benefits, and rewards including:

• 29 days holiday per annum
• Occupational Pension Scheme
• Private Medical
• Meals on Duty
• £25 per night discounted rates at Rocco Forte Hotels
• 50% discount on food and beverage
• 25% discount on Spa Treatments
• 20% discount on Health Spa products
• Learning and Development Opportunities
• Recognition & Reward Scheme
• Cycle to Work Scheme
• Local Retailer Discounts
• Employee Social Events
• Employee Assistance Programme

Competitive plus discretionary service charge