The 4* Gleneagle Hotel has a vacancy for a Front of House Operations Manager. This new role will report to the Deputy General Manager and oversee all activities at Front Desk, Concierge & Guest Services, Day Porters and will work closely with the wider Management team.
This role is a key component in exceeding guest expectations and upholding high operational standards.
It is ideal for an ambitious hospitality professional with a passion for exceptional customer service. The successful candidate will have prior management experience, particularly in front office operations within a similar-sized organization, and be eager to further develop their career in the hospitality industry.
Hours of work will include some evenings and some weekend work.
We are proud to be an equal opportunity employer committed to fostering a diverse and inclusive workplace.
We do not discriminate based on race, religion, colour, national origin, sex, gender identity or expression, sexual orientation, age, marital status, disability, or any other protected characteristic.
We are dedicated to ensuring that individuals with disabilities are provided with reasonable accommodations to participate fully in the application or interview process, perform essential job functions, and access benefits and privileges of employment.
If you require accommodations at any stage, please contact us-we’re here to support you.

KEYS SKILLS & EXPERIENCE

• A minimum of five years’ experience at a hospitality management level, with at least two years in front office management within a large organization.
• Strong leadership skills with the ability to motivate, mentor, and guide a diverse team.
• Excellent communication and interpersonal skills, fostering positive relationships with guests, colleagues, and stakeholders.
• Exceptional problem-solving and conflict resolution abilities, ensuring smooth daily operations.
• Strong organizational skills and keen attention to detail to maintain high standards.
• Ability to perform effectively under pressure and manage multiple priorities simultaneously.
• Proven ability to collaborate with a wide range of internal and external stakeholders.

• Operational oversight

Coordinate daily operations of Front Desk, Day Porters, Guest Relations and Concierge, including managing shifts, guest reservations, and handling any issues that arise. Implement and enforce company policies and procedures to ensure consistency and efficiency.

• Communication

Ensure exceptional and robust communication processes in place between the departments listed above and the wider hotel management team to ensure smooth running of the business and that all questions and queries from both team members and guests are captured and dealt with.

• Guest advocate

To be the guest advocate throughout the business, challenging others to do more and to better, taking guest feedback given both formally and informally and developing a culture of continuous improvement. Handling guest complaints or concerns with professionalism and ensuring that they are resolved effectively and learnings implemented.

• Business management

Focus on revenue generation, upselling, cost management. Manage in house cancellation policy, monitor and manage the front-of-house budget, ensuring financial goals are met. Keep up-to-date with industry trends and best practices in customer service.

• People Management

Oversee recruitment, selection and onboarding for all depts. under this role, team member learning & developing, mentoring and coaching all team members to meet their full potential and promoting a positive and productive work environment.