Hiddenwell
Head of Hotel & Spa Front of House
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Location: Ardencote Manor, Warwickshire
Reports to: General Manager
Lead Exceptional Guest Experiences In a Luxury Hospitality Environment
Are you a passionate hospitality leader with a talent for delivering outstanding guest experiences? Do you thrive in a fast-paced environment where no two days are the same? We are seeking an experienced and inspiring Head of Hotel & Spa Front of House to lead our Front of House teams and ensure every guest enjoys a seamless and memorable journey from arrival to departure.
This is a fantastic opportunity to join a luxury hotel and spa operation, where exceptional service, team development, and operational excellence are at the heart of everything we do.
The Role
As Head of Hotel & Spa Front of House, you will oversee all front-facing operations across both the hotel and spa. You will be responsible for leading and developing a high-performing team, driving guest satisfaction, maximising revenue opportunities, and ensuring operational efficiency across all areas of reception and guest services.
Working closely with the General Manager and other department heads, you will play a key role in shaping the guest experience while maintaining the highest standards of service and professionalism.
Key Responsibilities
Guest Experience & Service Excellence
- Leading and inspiring the Hotel and Spa Reception teams to deliver exceptional guest service
- Ensuring smooth and efficient guest arrivals, departures, and reservation processes
- Managing guest feedback, enquiries, complaints, and special requests professionally and proactively
- Developing personalised service initiatives that enhance guest loyalty and satisfaction
- Building strong relationships with repeat guests and VIP clientele
Spa & Hotel Operations
- Coordinating hotel and spa services to create a seamless guest journey
- Overseeing spa reservations and scheduling alongside hotel occupancy requirements
- Collaborating with Spa Management to maintain exceptional service standards and presentation
- Monitoring daily operations, guest flow, staffing levels, and service delivery
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Leadership & Team Development
- Recruiting, training, coaching, and developing a high-performing Front of House team
- Conducting regular performance reviews, appraisals, and development plans
- Creating a positive, engaging, and collaborative working environment
- Ensuring all team members adhere to company standards, policies, and uniform requirements
- Driving team engagement through regular communication, training, and recognition initiatives
Commercial & Financial Performance
- Maximising revenue through effective room and spa booking management, upselling, and yield management
- Monitoring front-of-house budgets, payroll, utilisation, and financial performance
- Producing accurate reports and forecasts to support business objectives
- Ensuring compliance with company procedures relating to purchasing, stock, cash handling, and debtor management
Quality, Compliance & Continuous Improvement
- Maintaining the highest standards of health, safety, hygiene, and operational compliance
- Analysing guest feedback from platforms such as Revinate, TripAdvisor, and Mystery Shopper reports
- Implementing improvements based on guest insights and operational performance
- Reviewing and enhancing SOPs and operational procedures to support continuous improvement
About You
We are looking for an experienced hospitality professional who combines operational excellence with a genuine passion for guest service.
Essential Skills & Experience
- Have a minimum of 5 years' experience in hotel, resort, or luxury hospitality operations
- Have at least 2 years' experience in a management or supervisory role
- Have an exceptional understanding of hotel front office operations and spa reception management
- Have proven ability to lead, motivate, and develop high-performing teams
- Have excellent communication, organisational, and problem-solving skills
- Have experience working with hotel PMS systems such as Opera, Mews, or similar platforms
- Have commercial awareness with experience managing budgets and driving revenue performance
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Personal Attributes
- Be passionate about delivering exceptional guest experiences
- Be professional, approachable, and highly organised
- Be calm and decisive under pressure
- Be detail-oriented with a proactive approach
- Have exceptional leadership presence with the ability to inspire others
Additional Information
- Full-Time - 45 hours per week
- Working on a 5 out of 7-day rota, demonstrating flexibility to meet business requirements, including availability to work evenings, weekends, and bank holidays as required
- £45,000 per annum
- Applicants must have the legal right to work in the UK at the time of application and throughout their employment. Please note that we are unable to offer visa sponsorship now or in the future for this position
What We Offer
- Complimentary Spa Day on work anniversaries at any of our company spas
- Complimentary use of leisure and spa facilities
- Access to the Employee Assistance Program
- 30% discount on overnight stays and spa days
- Discounts on food, drink and retail across our venues
- Pension scheme
- Free Parking
- Refer-a-Friend scheme
- Excellent Induction and training programme
- Perkbox Online benefits and discounts
- On-line Doctor support (appointments/prescriptions)
- A fun, supportive and inclusive work environment with loads of development opportunities
If you are ready to lead a dedicated team and play a pivotal role in creating unforgettable guest experiences, we would love to hear from you.
Apply today and become part of our exceptional hospitality journey.
Skills
- Organised
- Leadership
- Hospitality
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