Front of House Manager

About the Role

As Front of House Manager, you will report to the Hotel Manager, taking direct ownership of the day-to-day leadership of our Front of House departments including Reception, Nights, and Food and Beverage. You will lead, develop, and inspire your team, ensure full compliance with Marriott's standards and procedures, and work closely with senior leadership and other departments to keep the operation running at its very best.

Residence Inn Edinburgh is an apartment-style hotel in the heart of the city, conveniently located in the vibrant Quartermile area next to a range of cafes and restaurants. It offers a quiet haven in the bustling city for both business and leisure travellers, and your leadership will be central to making every guest feel genuinely at home from the moment they arrive.

What You'll Do

Leadership and Team Development

• Lead, motivate, and develop the front office team, creating a culture of high performance, trust, and genuine care for guests
• Host the daily team huddle, ensuring it is run effectively and that all relevant and up-to-date information is shared clearly across the team
• Ensure employee recognition is happening consistently across all shifts
• Understand every role within the department well enough to step in and perform duties when needed
• Build open, collaborative relationships with all team members and actively support their professional growth
• Conduct regular one-to-one meetings with team members to support their development and wellbeing

Scheduling and Operations

• Plan and manage scheduling to ensure the right personnel are in the right areas at all times, delivering the best possible service across every shift
• Oversee all day-to-day front office operations, maintaining quality and consistency across check-in, check-out, and every guest touchpoint
• Conduct regular reviews of the front office operation to ensure full compliance with Marriott SOPs, reinforcing standards and implementing corrective action where needed
• Manage inventory, carrying out regular checks and placing orders to ensure the team always has everything required to deliver the intended service

Personnel Management

• Take full ownership of people management within the department, ensuring all required training is completed by every team member
• Handle any associate issues promptly, professionally, and in line with Marriott's policies, including conflict management and mediation where required
• Process hours worked for payroll accurately and on time
• Manage holiday requests and approvals for the team, ensuring adequate cover at all times
• Take a proactive approach to employee concerns, treating all associates with professionalism and respect at all times

Guest Experience

• Set the standard for guest relations across the department and empower the team to deliver exceptional, personalised service at every interaction
• Handle guest complaints, disputes, and feedback professionally and effectively, resolving issues at first point of contact wherever possible
• Interact regularly with guests to gather feedback and use it to drive continuous improvement
• Develop and implement corrective action plans based on guest satisfaction results and comment card feedback
• Champion guest satisfaction across every department and every shift

Cross-Departmental Collaboration

• Act as the primary point of contact between the front office team and all other internal departments
• Ensure engineering requirements are communicated and followed up promptly
• Work with the finance team to resolve any billing or account issues raised
• Liaise with HR on any associate-related matters that require escalation or further action
• Ensure effective communication within and between all departments at all times

Compliance and Financial Performance

• Ensure full compliance with all front office policies, standards, and procedures at all times
• Monitor adherence to credit policies and procedures to minimise bad debts and rebates
• Review financial statements, sales reports, and performance data regularly to identify areas for improvement and cost savings
• Manage payroll and other operating costs effectively and in line with budget
• Set and agree departmental objectives aligned with hotel goals, ensuring all targets are met within agreed timeframes

What We're Looking For

• Significant experience in a front office or guest services leadership role within a hotel environment
• Proven ability to lead, develop, and manage a team effectively
• Strong organisational skills with experience in scheduling, payroll processing, and inventory management
• A confident, composed manner with the ability to handle complex situations and competing priorities under pressure
• Excellent communication skills and the ability to build strong relationships across departments
• A genuine passion for hospitality and a commitment to continuously raising standards

Why You'll Love Working With Us

At Residence Inn Edinburgh, our culture is our biggest perk. We recognise great work, celebrate success, and make sure you feel valued every day in our close-knit team.

Benefits and Wellbeing

• Use of the Hotel Gym
• BenefitHub Access: World's largest selection of retail discounts
• Wisdom Wellbeing: 24/7 support for you and your family

Travel and Dining Perks

• Marriott Associate Rates and discounts for friends and family
• 20% off at Marriott F&B restaurants

If you are ready to lead one of Edinburgh's most welcoming hotel teams and make a lasting impression on every guest who walks through our doors, we would love to hear from you.