At The Johnstown Estate, we do warm, authentic welcomes particularly well, and constantly strive to deliver a polished service, guest comfort and excellence in everything we do. Our values of Passion,
Customer Focus, Teamwork and Integrity are always forefront in our minds as we passionately care about our guest experience and are committed to being the best in all we do. We are also committed to training and developing our team members and ensuring their journey with us inspires them each day.
Duties and Responsibilities of the Role:
Guest Service & Operations
* Supervise day-to-day front desk operations, ensuring a seamless and welcoming guest experience.
* Handle guest check-ins, check-outs, and reservations efficiently while maintaining attention to detail.
* Proactively resolve guest queries, requests, and complaints in a courteous and timely manner.
* Ensure the reception area reflects the hotel's luxury standards at all times.
* Support VIP arrivals and departures with personalized service.
Team Leadership & Training
* Lead, motivate, and support the reception team to achieve service excellence.
* Deliver on-the-job training, mentoring, and ongoing development for receptionists.
* Conduct performance reviews and provide feedback to ensure continuous improvement.
Administration & Systems
* Monitor daily transactions including billing, payments, and cash handling, ensuring accuracy.
* Maintain up-to-date knowledge of hotel products, services, and promotions to maximise upselling opportunities.
* Ensure effective use of the PMS (Property Management System) and other front office technologies.
* Liaise with Housekeeping, Concierge, and other departments to coordinate smooth guest operations.
* Prepare reports on occupancy, arrivals, departures, and guest feedback for management.
Compliance & Standards
* Ensure compliance with health & safety, GDPR, and company policies.
* Maintain confidentiality of guest information and hotel operations.
* Uphold the highest standards of grooming, conduct, and professionalism
Skills and Competencies:
* Strong guest service focus with the ability to anticipate needs, resolve issues, and deliver luxury standards.
* Proven leadership and supervisory skills, including team motivation, training, and performance management.
* Excellent communication and interpersonal abilities with a professional, confident presence.
* Highly organised, detail-oriented, and able to multitask under pressure.
* Proficient in PMS (Opera Cloud), cash handling, and general IT systems.
* Professional appearance, discretion with confidential information, and flexibility to work varied shifts.
Requirements for the role:
* Minimum 2-3 years of experience in a leadership role within the Front Office, preferably in a 4 or 5-star luxury hotel.
* Proven experience in leading Front Office operations.
* Proficiency with PMS (Opera Cloud)
* Demonstrated ability to manage large teams, conduct training, and drive performance.
* Experience leading and developing cross-functional teams.
* Strong attention to detail in handling guest reservations, financial transactions, and reports.
* Flexibility to work shifts, weekends, and holidays as required.