Front Office Manager

Your mission:

Should you decide to accept it…

As Front Office Manager, you will be responsible for the day-to-day operation of the Front Office, ensuring smooth arrivals and departures, strong financial controls, and a consistently high level of service. You will lead, develop, and motivate the team while managing labour, payroll, and departmental costs.

With a hands‑on approach, you will engage guests with genuine care, resolve concerns creatively, and inspire your team to deliver warm, knowledgeable, and efficient hospitality. By driving service excellence, operational efficiency, and guest satisfaction, you will ensure a seamless and memorable experience at every stage of the guest journey.

What exactly you will be doing…

• Oversee day-to-day Front Office, Switchboard and Security operations, ensuring a smooth, personalised, and engaging guest journey.
• Lead and support check-in and check-out processes, tailoring service to individual guest preferences.
• Ensure accurate processing of guest accounts, folios, disputed charges, and settlements in accordance with accounting and cashiering procedures.
• Maintain strict adherence to cashiering controls, including allowances, charge postings, reconciliations, and cash security.
• Manage rotas to ensure optimal staffing levels while controlling labour costs in line with budget and revenue forecasts.
• Proactively manage payroll and departmental expenses to meet or exceed budgeted targets without compromising service quality.
• Monitor guest feedback metrics and implement proactive service improvements.
• Ensure all Front Office procedures, systems, and policies are fully understood and consistently followed.
• Maintain comprehensive operational knowledge, including room inventory, rates, promotions, arrivals and departures, and hotel services.
• Ensure Health & Safety, Security, and emergency procedures are fully complied with, leading by example.
• Log and follow up on maintenance issues and ensure completion of all shift checklists.

• Champion Virgin Hotels’ brand standards, ensuring consistent service excellence and presentation.
• Lead guest engagement initiatives and oversee The Know program to deliver personalised and memorable experiences.
• Foster a service‑first mindset, encouraging warm, confident, and knowledgeable interactions.
• Actively manage guest feedback, resolving issues promptly and professionally.
• Collaborate closely with Housekeeping and other departments to ensure a clean, welcoming, and well‑presented environment.

• Recruit, train, coach, and develop the Front Office and Junction teams to build a positive, collaborative, and high‑performing culture.
• Conduct regular briefings, handovers, and performance feedback to align teams with daily priorities and service expectations.
• Lead by example on shift, providing guidance, motivation, and support.
• Encourage and role model Virgin Culture & Values in all aspects of leadership.
• Recognise and celebrate team achievements and individual contributions.
• Ensure fair and consistent application of disciplinary procedures in line with company policy.
• Support employee engagement initiatives and address feedback to improve satisfaction and retention.

We love what we do and what we do is important! We believe that everyone should leave feeling better – this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests.

We recognize that every member of the team contributes to the success of the whole hotel. No one is more important than anyone else, and unless we are in it together, we can’t create that special experience for our guests.

At Virgin Hotels Edinburgh, we celebrate creativity, individuality, and community. As part of Virgin Hotels, you’ll join a brand that believes in doing things differently — where personality matters as much as professionalism, and where every team member is valued…