Front of House Manager

ABOUT US

University Arms is a 192-bedroom design-led Hotel situated in the heart of Cambridge United Kingdom. Overlooking Parkers Piece is the Hotels quintessentially British Restaurant and Bar Parkers Tavern Library Lounge and beautiful wood-panelled Ballroom.

Opened in 1834 as a Coaching Inn University Arms is Cambridges oldest Hotel. For 180 years the Hotel was added to updated and modernised in line with the age; however it was the reopening in 2018 after a four-year 80m full renovation that really positioned the Hotel. It is now Cambridges go to destination alluring visitors with the promise of a sense of modern luxury.

WHAT YOU WILL BE DOING

As Front of House Manager you will lead the Reception Nights and Concierge teams ensuring a warm seamless and consistent guest experience from arrival to departure. You will be responsible for setting clear standards across the department while supporting and developing your team to deliver efficient high-quality service.

Working closely with the leadership team you will oversee day-to-day operations and ensure strong commercial performance including managing payroll controlling costs and identifying opportunities to improve both service and revenue. This is a hands-on role where calm leadership presence on the floor and strong attention to detail are essential.

DUTIES

• Lead and manage the Front of House team
• Deliver exceptional guest service and resolve guest concerns
• Ensure smooth daily operations including check-in/check-out procedures
• Monitor room allocations occupancy levels and guest requests
• Support revenue growth through upselling and effective room management
• Train coach and motivate team members to achieve service excellence
• Maintain brand standards health & safety and operational procedures
• Work closely with Housekeeping Food & Beverage and Maintenance teams
• Manage staffing levels rotas and departmental performance
• Conduct regular performance reviews and provide coaching and development opportunities.
• Handle guest feedback and implement continuous improvements

WHAT WE ARE LOOKING FOR IN YOU

• Previous experience in a hotel Front Office or Front of House management role
• Strong leadership and team management skills
• Strong commercial awareness with the ability to manage payroll departmental costs and revenue opportunities effectively
• Excellent communication and interpersonal skills with the ability to build strong relationships with colleagues stakeholders and guests
• Experience using hotel PMS systems ideally Opera
• Proven experience handling guest complaints and service recovery in a professional solution-focused manner
• Are organised hands-on and able to work under pressure
• Thrive in a fast-paced environment and lead by example
• Are flexible to work weekends holidays and varying shifts as needed

THE PERKS

As well as the opportunity to work with a fantastic team in an exceptional property the position comes with:

• Competitive salary
• Free meals on duty
• Team Member Parties
• Excellent Rooms and F&B discounts across Marriott Internationals 8000 Hotels.
• Free employee assistance program mental health well-being financial and legal support because you matter!
• Refer a friend who do you know who could be interested in a new role When they are placed you could earn up to 400 for referring them!

RIGHT TO WORK

In line with the requirements of UK immigration legislation all applicants must be eligible to live and work in the UK. Documentary evidence of eligibility to work will be required from candidates as part of the recruitment process.