Front Office Manager

Why Join Apex Hotels?

You’ll be welcomed into Apex Hotels with genuine warmth as you join us as a Front Office Manager in Bath. From your very first day, you’ll be part of a team that truly cares, where people feel valued, included, and connected. We love individuality - it’s what brings the spark, the curiosity, and the human touch to every interaction.

As part of the senior leadership team, this highly visible role will be responsible for overseeing and coordinating the customer journey from arrival through departure, and all in stay requirements. You will contribute to maximising Room, F&B and Other Revenue streams through effective upselling, cross selling, and Room Inventory Management. Striving for excellence, you and your team will at all times ensure me work in line with our Brand Standards.

In addition to Building, leading and managing high-performing team, you will foster a spirit of team-work and collaboration, working closely with Housekeeping, Maintenance, F&B, and all our Support functions. Encouraging a multi-skilled team, you will ensure your team are willing and able to step in and support any department in the Hotel, during a time of need.

This role will include operational coverage across a seven-day senior Management Rota. Although you will be a Head of Department and trusted with creating your own Rotas, you will be required, in the best interests of leading and training your team, to cover mainly day shifts, but also some Late shifts, and the odd Night Shift (Night shift on a rare occasion) and as required, as a means to provide presence, support, training, and developing of our People, and Standards across each area in your Department.

Whilst based at a set Home location, we do operate within the Region of Apex, England Hotels and on the rare occasion, you may be requested travel and support at one of our sister properties, or Scottish properties, as required.

• Develop and implement departmental strategies that enhance guest experience and service delivery
• Lead, coach and develop a multi-skilled Front Office team, creating succession plans and supporting cross-department collaboration
• Maintain a high-profile presence during peak guest demand periods, delivering a seamless lobby and arrival experience
• Deliver monthly Net Promoter Score (NPS) and Guest Review Index arrival, in-stay and departure targets
• Take ownership of guest feedback and complaint resolution, ensuring timely and effective outcomes
• Drive personalisation through guest preference profiling and ownership of customer data within the PMS
• Create, manage and deliver departmental budgets while controlling labour costs in line with revenue performance
• Deliver upselling and cross-selling initiatives that maximise room, F&B and ancillary revenue opportunities
• Host weekly and monthly strategy meetings with operational teams and the General Manager, reviewing key metrics and performance indicators
• Conduct daily and weekly payroll cost analysis against forecasted and actual occupancy to ensure optimal performance
• Own departmental brand standards, ensuring audit results are in line with targets and company expectations
• Oversee compliance training, Health & Safety and legislative requirements within the department
• Maintain emergency response readiness and support hotel-wide compliance standards
• Provide occasional late and night shift coverage to support operational needs, training and team development

We love to welcome people with different experiences and from different places into our Apex family. We want to ensure you get the best experience from the role you begin your journey with us in. To excel within this role, you will have:

• Customer-centric with a clear focus on enhancing…