Job Description

Who are we?

Lace Market Hotel is a stylish boutique property set in the heart of Nottingham's historic Lace Market district. Combining contemporary design with period architecture, the hotel offers 42 individually designed bedrooms, vibrant food and beverage spaces, and exceptional service that reflects both the character of the neighbourhood and the warmth of independent hospitality. We pride ourselves on creating memorable experiences that feel personal, authentic, and effortlessly delivered.

The Role

As the Front Office Manager at Lace Market Hotel, you will lead and oversee the Reception Team, ensuring a seamless and exceptional guest experience from arrival to departure. You will create and implement effective strategies, uphold service standards, and manage the day-to-day Front Office operations. Your leadership will empower your team, elevate our service culture, and ensure every guest enjoys an outstanding and memorable stay.

Key Responsibilities

Operational Leadership

Oversee Reception and Guest Services operations, collaborating closely with Housekeeping to deliver a smooth and coordinated guest journey. Anticipate guest needs and exceed expectations through attentive, personalised service. Engage with guests throughout their stay to build rapport and foster repeat visits.

Guest Experience

Manage and resolve guest complaints promptly and professionally, escalating to senior management when necessary. Maintain detailed awareness of guest preferences, special occasions, and personalised requirements.

Team Leadership & Development

Lead, mentor, and motivate the Front Office team, creating a supportive and high-performing culture. Develop and maintain Front Office SOPs and service standards, ensuring consistent delivery. Conduct departmental meetings and attend property-wide meetings when required. Encourage creativity, accountability, and continual improvement within the team.

Efficiency & Performance

Manage department payroll, rotas, and workforce planning for Front Office. Monitor and respond to internal and external audits, implementing action plans where required. Identify and implement operational improvements to increase efficiency and enhance the guest experience.

Compliance & Standards

Ensure adherence to company policies, statutory regulations, health & safety requirements, and hygiene standards. Represent Lace Market Hotel professionally at all times.

People Practices

Handle recruitment, onboarding, training, and performance management for the Front Office department. Support the creation and delivery of training programmes, ensuring all colleagues receive required development and cultural onboarding.

Who We're Looking For

Experience managing Front Office or Front of House teams in a boutique or luxury hospitality environment. Strong and confident leadership skills, with experience in recruiting, training, and developing diverse teams. Highly organised, process-driven, and comfortable analysing operations and implementing improvements. Excellent communication skills with the confidence to engage guests, colleagues, and management. Tech-savvy; experience with GUESTLINE or similar PMS systems is an advantage.

What's in it for you?

At Lace Market Hotel, we aim to create an enjoyable, rewarding, and supportive workplace. You'll be part of a close-knit team where your contribution is valued and your development matters.

Competitive salary Staff discounts on F&B and accommodation Company social events Training and development opportunities Pension scheme Free or discounted staff meals (if applicable) 28 days holiday (including bank holidays)
Job Type: Full-time

Pay: 30,000.00 per year

Benefits:

Company events Discounted or free food Employee discount
Work Location: In person