Pembroke Townhouse are seeking a commercially-minded and guest-focused Front of House Manager to lead the front office team and support the General Manager in operating the business. This rooms focused role will actively support business growth through revenue management, demand generation, and rate management. This is a key leadership position that combines operational excellence with a strong understanding of front office operations, and guest experience. The ideal candidate will have a sharp eye for detail, strong commercial instincts, and a passion for delivering exceptional service.
Key Responsibilities:
Commercial & Demand Generation
* Proactively manage rates and availability across all distribution channels, with particular attention to event and high-demand dates.
* Conduct weekly event checks and updates to ensure strategic planning around peak periods.
* Drive demand generation through direct booking initiatives and compelling guest offers.
* Perform OTA (Online Travel Agent) rate checks to ensure competitiveness and parity.
* Support the analysis of key metrics, 90-day pickup reports, and performance trends to drive revenue growth. Generation of monthly reports.
* Help generate and implement packages, promotions, and unique experiences for the brand website to increase conversion.
Guest Experience & Front of House Standards
* Ensure a consistent, high-quality visual and service experience in all front-of-house areas.
* Deliver exceptional customer service and act as the face of the business for guests, groups, and tour operators.
* Uphold and continuously improve front of house standards, presentation, and ambience.
* Respond professionally to group booking requests, liaising with the reservations team and managing group allocations and pricing.
* Oversee daily reception operations, addressing issues proactively, including overbookings and liaising with IT support to ensure prompt resolution of technical problems.
Relationship & Rate Management
* Manage group rates, allocations, and relationships with tour operators and group organisers.
* Work closely with the reservations and commercial teams to maximize yield and occupancy.
Operations & Administration
* Oversee invoicing, guest billing, and provide general administrative support to the management team.
* Prepare occupancy forecasts, daily reports, and monthly performance summaries.
* Monitor and control front office supplies and operational costs.
* Ensure compliance with health, safety, and licensing regulations.
* Take responsibility for stock ordering and inventory control in front-of-house areas, ensuring operational readiness.
Working Conditions
* Flexible schedule including weekends, holidays, and evenings.
* Front-facing role requiring professional appearance and demeanor.
* Must be willing to assist at reception during staff shortages or busy periods.
· Requirements:
* Proven experience in a front office, reservations, or revenue-related supervisory or management role in hospitality.
* Strong knowledge of OTA platforms, channel managers, and rate strategy.
* A hotel revenue management and commercial mindset with the ability to analyse performance data and make decisions based on the data.
* Creative flair for marketing and promotional activities, including digital platforms.
* B2B channel management. Experience in group reservations and tour operator relationship building.
* Excellent interpersonal and leadership skills with a commitment to outstanding customer service.
* Highly organized with strong administrative and invoicing capabilities.
* Proficient in property management systems (e.g., Opera), MS Office, and social media tools.
Desirable:
* Experience in demand forecasting and budgeting.
* Familiarity with design tools (e.g., Canva) for creating marketing materials.
* Background in boutique or independent hotels is a benefit.
* A knowledge of marketing is an advantage, but not essential to the role.
What We Offer:
* A dynamic working environment with the opportunity to shape the guest journey and front-of-house operations.
* The chance to contribute directly to the commercial success of the business.
* Training and development opportunities.
Job Types: Full-time, Permanent
Work Location: In person