Be Part of Bristol's First Luxury Five Star Lifestyle Hotel

Hotel Gotham first turned heads in Manchester, earning the title of "Europe's sexiest hotel". Following a show-stopping opening in Newcastle, the curtain now rises on the next act of the Gotham story - and this time, Bristol takes centre stage.

The iconic Grade II listed Guildhall is being thoughtfully transformed into Bristol's first luxury five star lifestyle hotel. Rich in history and architectural grandeur, expect breathtaking Gothic windows, magnificent stained glass and original period features around every corner. It's a setting worthy of Gotham.

Hotel Gotham is more than just a hotel – it’s a way of life. A vibe. A 5-star, theatrical, vibrant, stylish, dramatic experience – for guests and colleagues.

Role Overview

As our Front of House Manager, you'll play a pivotal role as a member of the senior management team during the pre-opening phase of our breathtaking hotel. This is an exciting opportunity to build and lead a high performing front office team, setting exceptional 5* standards for both our colleagues and guests even before our doors open. Working closely alongside the GM and OM you will be responsible for recruiting, developing your front office team across Reservations, Reception, Nights and Concierge, ensuring they embody the distinctive Gotham flair in every guest encounter. The ideal candidate leads by example and has excellent relationship building skills.

Your Key Responsibilities Will Include

• To ensure that rooms, reservations and nights departments encompass the Gotham brand entirely
• To promote positive working relationships with the associates of the front of house team, and all other departments
• To promote and sustain teamwork within the front office team
• To assist with quality line management responsibilities of all front of house team and wider operations
• To promote communications as directed by the OM & GM
• To deliver daily briefs to front office associates that clearly communicates Review Pro statistics and targets, and set goals to maintain a promoter score of 85% or higher
• To be an essential point of contact for guest complaints and resolve them to a high standard, whilst also ensuring the front of house team are approaching this with a first resolution attitude and are trained/equipped accordingly
• To ensure the front of house team are reviewed and developed, and devise realistic and tangible objectives for them to achieve and further strengthen the team.
• To ensure that all SOP manuals are kept up to date and are used as the training tool within departments.
• To be involved with the identification of training needs within the department and planning of training priorities
• To be fully committed to providing the highest levels of customer service to internal and external clients/guests at all times
• To undertake regular evaluations of Review Pro to ensure that consistency of standards and customer care is met at all times
• To be proficient in Hotel accounting procedures including the use of all computer systems, and ensure compliance with accounting procedures at all times
• To meet and greet VIP guests ensuring that this information is fully communicated to other departments in the hotel
• To be involved in engaging and motivating all front office associates
• To perform duty manager shifts, which will involve being a first point of contact for associates and guests, communicating effectively between departments, and maintaining the health and safety of the daily operation
• To ensure full operation and efficiency of the night team, responsible for the development and guidance of the management team alongside the night efficiency and team members
• Ensuring all reservations for the hotel, and food and beverage outlets will be maximised and dealt with to the highest standard throughout the front office team
• Be commercially aware of opportunities to increase occupancy, and liaise with the sales team to create business leads. To be actively involved in all Rooms promotions, internally and externally and ensure good communication within the Hotel.
• To assist with controlling payroll spend by scheduling to budget and occupancy, monitoring overtime, and ensuring that associates are fully utilised to improve guest satisfaction.
• To ensure that the Front Office team are fully aware and briefed of all promotional activity within the Food and Beverage outlets
• To track and communicate upsells against set monthly targets