Hotel Operations Support Manager & Front of House

Thwaites; Blackburn; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading hospitality group is seeking a Hotel Operations Support Manager – Front of House to enhance guest experiences through strategic development and team engagement. This pivotal role involves maintaining service standards in Reception and Housekeeping, supporting team training, and ensuring health and safety compliance. Candidates should have proven leadership experience in hospitality operations, excellent communication skills, and the ability to drive performance through data analysis. The position offers flexible working hours and numerous employee benefits including career progression opportunities.

Benefits

Wagestream access to wages

28 days annual leave

Health cash plan

Discounted accommodation

Pension & Life assurance

Enhanced maternity and paternity pay

Long service awards

Qualifications

• Proven leadership experience in Front of House or hospitality operations.
• Excellent communicator with the ability to influence stakeholders.
• Strong understanding of guest experience and service delivery.

Responsibilities

• Develop and maintain Front of House SOPs for Reception and Housekeeping.
• Engage with teams to drive service excellence and retention.
• Lead initiatives to enhance guest experience and operational efficiency.

Skills

Leadership experience in Front of House operations

Strong communication skills

Ability to analyze data

Time management skills

Familiarity with health & safety compliance

Tools

Opera

Rezlynx

Job description

We’re seeking a Hotel Operations Support Manager – Front of House who combines hospitality expertise with a strong commercial mindset. This role is pivotal in shaping our Front of House strategy to deliver exceptional guest experiences while driving revenue, efficiency, and profitability across the hotels.

Your Day to Day

• Develop and maintain Front of House SOPs, including Reception and Housekeeping standards.
• Engage with Reception and Housekeeping Teams to drive service excellence and team retention.
• Support with creating induction plans and training, to ensure development of teams and succession into roles
• Support the development of Night Porter roles across the group.
• Collaborate with Guest Service Managers and Head Housekeepers to innovate and improve service standards.
• Lead initiatives to enhance guest experience and operational efficiency.
• Monitor KPIs and implement strategies to improve team performance and longevity.
• Support with Health and Safety requirements within Housekeeping
• Work closely with Operations Director, General Managers, and other stakeholders to ensure alignment with business goals.

Who Are We Looking for?

You will have proven leadership experience in Front of House or hospitality operations, experience specifically in Housekeeping or Reception Management would be advantageous, You’ll have a strong understanding of guest experience and service delivery. We are looking for someone who is an excellent communicator with the ability to influence stakeholders positively.

You will have proven experience of being able to analyse data and implement strategic improvements. You will be highly organised with strong time management skills.

Familiarity with health & safety compliance and industry trends will be advantageous along with experience of working with multiple systems including Opera and Rezlynx.

The role will require flexibility with working hours, including evening and weekends. It may also require some periods of time covering at properties.

In return, we are offering a rewarding role with scope for career progression along with;

• Wagestream - the ability to access up to 40% of your wages as you earn them each week
• 28 days annual leave (rising to 33 after 5 years)
• Health cash plan and Employee Assistance Programme available 24/7
• Discounted accommodation, food and drink in our beautiful properties across the country
• Pension & Life assurance
• Employee Assistance Programme
• Enhanced maternity and paternity pay
• Apprenticeships available
• Long service awards, including free meals and free stays with your friends or family
• Bespoke training and development programmes accessible to all
• An engaging & supportive work environment