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:Team Leadership & TrainingManage, coach, and support the reception team to ensure consistent delivery of 4-star service standards.Develop, implement, and maintain comprehensive Standard Operating Procedures (SOPs) for all front desk functions.Conduct regular training sessions and refreshers to ensure staff are fully aligned with SOPs, brand standards, and guest service expectations.Foster a culture of continuous improvement and service excellence.Guest Service & Daily OperationsOversee all reception operations, including check-in/out, room allocation, billing, and guest relations.Personally handle complex guest complaints, VIP arrivals, and special requests with professionalism and care.Ensure strong coordination with Housekeeping, Maintenance, Reservations, and F&B for smooth day-to-day operations.Administrative & Reporting DutiesPrepare, analyse, and present regular reports on front office performance, including occupancy, ADR, guest feedback, and service KPIs.Maintain accurate guest records and oversee compliance with GDPR and data protection policies.Monitor financial procedures including cash handling, billing, and end-of-day reconciliations.Interdepartmental CollaborationActively participate in daily BEO (Banqueting & Events Order) meetings to align reception duties with event operations.Attend weekly/monthly Head of Department (HOD) meetings to report on departmental performance, staffing needs, and operational challenges.Contribute to broader hotel initiatives and continuous improvement projects.Requirements for the role:Minimum of 3 years' experience in a supervisory or management role within the front office of a 4- or 5-star hotel environment.Demonstrated ability to lead and develop teams in a fast-paced, customer-focused setting.In-depth knowledge of front office procedures, guest service protocols, and luxury hospitality standards.Proficiency in using Property Management Systems (e.g., Opera), MS Office Suite, and reporting tools.Excellent interpersonal, communication, and conflict-resolution skills.Strong organisational skills with the ability to multitask, prioritise, and remain calm under pressure.High level of discretion, integrity, and professionalism in guest and team interactions.Flexible availability, including evenings, weekends, and public holidays as required.