Front of House and Guest Experience Manager

Front of House & Reception Leadership

• Lead and mentor the Reception/Front office teams to deliver a flawless first impression.
• Oversee all Front Office administrative tasks, including room allocations, billing accuracy, and night audit oversight.
• Drive revenue through upsell programs and effective inventory management, liaising closely with the Reservations department.

Guest Experience & Relationship Management

• Act as the “Face of the Property,” personally greeting VIPs and resolving complex guest issues with grace.
• Analyse guest feedback (Reviews) with the Guest Relations Manager to implement service improvements across the whole hotel and apartments.
• Design and execute “surprise and delight” moments that elevate the Whittlebury brand.

Vacation Club & Apartment

• Evolving a dedicated point of contact for Vacation Club members, managing their unique booking requirements and expectations.
• Coordinate with Housekeeping and Maintenance to ensure bedroom and apartment standards meet long-stay and luxury specifications.
• Oversee the “home-away-from-home” experience, including pre-arrival provisioning and personalized member services.

Team & Operational Excellence

• Recruit, train, and schedule a cross-functional team capable of handling both transient hotel guests in the leisure and corporate sectors and longer-term apartment residents.
• Maintain SOPs that reflect the dual nature of the property (hotel vs. residential club).
• Manage departmental budgets, in particular payroll costs.

Experience

5+ years in Hospitality Management, with specific experience in Front Office or Rooms Division with 150+ keys. Experience with serviced apartments or membership clubs is a significant advantage.

The Hybrid Mindset

You can pivot instantly from technical PMS troubleshooting to high-level relationship building with a resident.

Communication

Exceptional verbal and written skills; you are as comfortable writing a training procedure as you are handling a walk-in complaint.

Tech-Savvy

Proficient in Property Management Systems (Agilysys) and CRM tools with 3rd-party interaction

At Whittlebury Park, we believe in rewarding our dedicated staff with a fantastic range of benefits. When you join our team, you can look forward to:

• Free Golf & Leisure Membership: Enjoy complimentary access to our Leisure Club if you work a minimum of 40 hours each month, and a complimentary Golf membership if you work a minimum of 60 hours each month.
• Free Staff Meals: Savor delicious meal whilst on duty, on us!
• Healthcare Cashback: Get cashback on essential healthcare expenses*
• *contracted hours staff only
• Employee Awards: Be recognized and rewarded for your hard work and dedication, whether it’s through our employee of the month scheme or Welcome to work daysExclusive Discounts:
• Food & Beverage: Up to 50% off on food and drink – Like our delicious Sunday carvery
• Spa Products and Treatments: Pamper yourself with discounted spa products and treatments and exclusive staff offers
• Hotel Stays: Enjoy discounted rates on luxurious stays

• Food & Beverage: Up to 50% off food & drink, including our delicious Sunday Carvery
• Spa Products and Treatments: Pamper yourself with discounted spa products and treatments, and exclusive staff offers
• Hotel Stays: Enjoy discounted rates on luxurious stays