Front Office Manager

Rydal Hall | Cumbria

Full-time | Salary depending on experience

About Rydal Hall

Rydal Hall is a beautiful historic country house and hospitality venue set in the heart of the Lake District. We welcome individual leisure guests, groups, private events and corporate visitors throughout the year.

We are looking for an experienced and highly organised Front Office Manager to take ownership of our reservations, reception and non-event group accommodation operation.

This is a key operational role within the hotel. You will be responsible for ensuring that the guest journey is well managed from the initial enquiry and booking, through to arrival, stay and departure.

You'll lead the Front Office and Reservations team, work closely with other departments and play an important role in ensuring rooms are sold effectively, guests receive excellent service and the operation runs smoothly.

The Role

As Front Office Manager, you will have overall responsibility for:

• Reservations
• Reception
• Non-event groups and group accommodation

You will oversee the full booking and arrival process, ensuring that information is accurate, communicated effectively and delivered consistently across the hotel.

You'll be equally comfortable dealing with a guest at Reception, reviewing the reservations diary, coordinating a group arrival or supporting your team through a busy shift.

This is a hands-on management role where you will be expected to lead from the front while also taking ownership of the administration, processes and standards behind the department.

Key Responsibilities

Reservations

• Manage the day-to-day Reservations operation
• Oversee individual and group accommodation enquiries and bookings
• Ensure enquiries are responded to promptly and professionally
• Maximise room occupancy and revenue through effective management of availability
• Maintain accurate reservations, room allocations and guest information
• Ensure booking details and special requirements are communicated to relevant departments
• Monitor cancellations, amendments, no-shows and deposits
• Identify opportunities to upsell rooms and additional services
• Ensure rates, packages and availability are accurately maintained within the hotel's booking systems
• Work closely with Sales and the wider management team to maximise accommodation revenue
• Produce and review relevant reservations and occupancy reports

Reception & Front Office

• Take overall responsibility for the smooth running of Reception
• Lead, motivate and develop the Front Office team
• Ensure consistently high standards of guest service
• Oversee check-in and check-out procedures
• Ensure guest queries and requests are dealt with promptly and professionally
• Handle complaints and service recovery confidently
• Ensure accurate billing, payments and cash-handling procedures
• Maintain excellent communication with Housekeeping, Food & Beverage and other departments
• Monitor room readiness and ensure guests receive accurate information regarding their stay
• Ensure Front Office procedures and standards are consistently followed
• Support the team during busy periods and take an active role on Reception when required

Groups

You will have responsibility for non-event groups staying at Rydal Hall, ensuring their accommodation experience is professionally managed from booking through to departure.

This will include:

• Managing group accommodation enquiries and bookings
• Acting as the main operational contact for group accommodation
• Coordinating rooming lists, arrival information and special requirements
• Ensuring group bookings are accurately recorded and communicated internally
• Coordinating group arrivals and departures
• Liaising with relevant departments to ensure the group's requirements are delivered
• Managing group billing and deposits where appropriate
• Maintaining strong relationships with group organisers
• Ensuring a smooth and professional experience for both the organiser and their guests

Event sales and management will remain outside the direct remit of this role, although close communication with the Events team will be essential where accommodation is involved.

Leadership & Management

As Front Office Manager, you will be responsible for creating a professional, positive and well-organised Front Office environment.

You will:

• Lead, motivate and develop the Front Office and Reservations team
• Recruit and train new team members as required
• Manage performance and address issues promptly and fairly
• Prepare and manage staff rotas
• Ensure appropriate staffing levels across Reception and Reservations
• Conduct regular briefings and ensure excellent communication within the team
• Develop and maintain effective departmental procedures and SOPs
• Monitor departmental standards and take corrective action where required
• Lead by example and create a culture focused on excellent guest service

Commercial Responsibility

This is not simply an administrative Front Office position. You will be expected to take a commercial approach to accommodation and understand how your department contributes to the hotel's overall performance.

You will:

• Monitor occupancy, room revenue and booking pace
• Identify opportunities to increase occupancy and revenue
• Ensure rooms are appropriately allocated and available for sale
• Monitor booking patterns and forward demand
• Work with the management team on pricing, packages and promotional opportunities
• Minimise lost revenue through effective management of cancellations, no-shows and availability
• Support the delivery of departmental budgets and financial targets
• Use data and reports to identify opport
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