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:
Front Office Operations
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Assist in managing the day-to-day operations of the Front Desk, Concierge, Guest Relations, Bell Services, and Night Audit (where applicable).
- Ensure smooth check-in and check-out procedures with minimal waiting times.
- Monitor room availability, room allocation, and guest preferences.
- Ensure accurate billing, cash handling, and payment processing.
- Maintain excellent communication between Front Office, Housekeeping, Reservations, Sales, and Maintenance departments.
Guest Service Excellence
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Deliver personalized luxury guest experiences.
- Handle guest complaints promptly and professionally, ensuring timely resolution.
- Anticipate guest needs and proactively exceed expectations.
- Manage VIP arrivals, special requests, and repeat guest recognition.
- Monitor guest feedback and implement service improvements.
Team Leadership
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Supervise, coach, and motivate Front Office team members.
- Conduct daily briefings and shift handovers.
- Assist with recruitment, onboarding, training, and performance evaluations.
- Ensure adequate staffing levels for all shifts.
- Foster a positive, professional, and guest-focused working environment.
Revenue & Financial Responsibilities
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Maximize room revenue through effective upselling techniques.
- Monitor occupancy levels and coordinate with Revenue Management.
- Ensure compliance with rate strategies and reservation procedures.
- Assist in controlling departmental expenses.
- Verify daily financial reports and cash reconciliations.
Quality & Compliance
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Ensure compliance with hotel policies, SOPs, and luxury service standards.
- Monitor cleanliness and presentation of the Front Office and lobby.
- Ensure compliance with health, safety, and security procedures.
- Assist in preparing for internal and external quality audits.
Administrative Duties
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Prepare operational reports and shift summaries.
- Maintain accurate guest records in the Property Management System (PMS).
- Assist in preparing duty rosters and staff schedules.
- Monitor inventory of Front Office supplies and equipment.
Requirements for the role:
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Minimum of 3-5 years' experience in a Front Office environment within a 4-star or 5-star hotel, including at least 1-2 years in a supervisory or leadership role.
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Strong knowledge of front office operations, guest service standards, reservations, room allocation, and revenue optimisation.
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Proficiency in using hotel Property Management Systems (PMS).
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Excellent leadership, communication, interpersonal, and customer service skills, with the ability to motivate and develop a high-performing team.
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Proven ability to resolve guest concerns professionally, make sound decisions under pressure, and maintain a calm, positive approach in a fast-paced environment.
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Highly organised with strong attention to detail, excellent problem-solving skills, and the ability to manage multiple priorities effectively.
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Commercially aware with a commitment to achieving departmental objectives while delivering exceptional guest experiences.
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Flexibility to work a rotating shift pattern, including early and late shifts, weekends, bank holidays, and night shifts as required to meet the operational needs of the hotel.
