As Front of House Manager, you will report to the Hotel Manager, taking direct ownership of the day-to-day leadership of our Front of House departments including Reception, Nights, and Food and Beverage. You will lead, develop, and inspire your team, ensure full compliance with Marriott's standards and procedures, and work closely with senior leadership and other departments to keep the operation running at its very best.,

Host the daily team huddle, ensuring it is run effectively and that all relevant and up-to-date information is shared clearly across the team
Ensure employee recognition is happening consistently across all shifts
Understand every role within the department well enough to step in and perform duties when needed
Build open, collaborative relationships with all team members and actively support their professional growth
Conduct regular one-to-one meetings with team members to support their development and wellbeing
Plan and manage scheduling to ensure the right personnel are in the right areas at all times, delivering the best possible service across every shift
Oversee all day-to-day front office operations, maintaining quality and consistency across check-in, check-out, and every guest touchpoint
Conduct regular reviews of the front office operation to ensure full compliance with Marriott SOPs, reinforcing standards and implementing corrective action where needed
Manage inventory, carrying out regular checks and placing orders to ensure the team always has everything required to deliver the intended service
Take full ownership of people management within the department, ensuring all required training is completed by every team member
Handle any associate issues promptly, professionally, and in line with Marriott's policies, including conflict management and mediation where required
Process hours worked for payroll accurately and on time
Manage holiday requests and approvals for the team, ensuring adequate cover at all times
Take a proactive approach to employee concerns, treating all associates with professionalism and respect at all times
Set the standard for guest relations across the department and empower the team to deliver exceptional, personalised service at every interaction
Handle guest complaints, disputes, and feedback professionally and effectively, resolving issues at first point of contact wherever possible
Interact regularly with guests to gather feedback and use it to drive continuous improvement
Develop and implement corrective action plans based on guest satisfaction results and comment card feedback
Champion guest satisfaction across every department and every shift
Act as the primary point of contact between the front office team and all other internal departments
Ensure engineering requirements are communicated and followed up promptly
Work with the finance team to resolve any billing or account issues raised
Liaise with HR on any associate-related matters that require escalation or further action
Ensure effective communication within and between all departments at all times
Ensure full compliance with all front office policies, standards, and procedures at all times
Monitor adherence to credit policies and procedures to minimise bad debts and rebates
Review financial statements, sales reports, and performance data regularly to identify areas for improvement and cost savings
Manage payroll and other operating costs effectively and in line with budget
Set and agree departmental objectives aligned with hotel goals, ensuring all targets are met within agreed timeframes

Significant experience in a front office or guest services leadership role within a hotel environment
Proven ability to lead, develop, and manage a team effectively
Strong organisational skills with experience in scheduling, payroll processing, and inventory management
A confident, composed manner with the ability to handle complex situations and competing priorities under pressure
Excellent communication skills and the ability to build strong relationships across departments
A genuine passion for hospitality and a commitment to continuously raising standards

Residence Inn Edinburgh is an apartment-style hotel in the heart of the city, conveniently located in the vibrant Quartermile area next to a range of cafes and restaurants. It offers a quiet haven in the bustling city for both business and leisure travellers, and your leadership will be central to making every guest feel genuinely at home from the moment they arrive.

At Residence Inn Edinburgh, our culture is our biggest perk. We recognise great work, celebrate success, and make sure you feel valued every day in our close-knit team.
Use of the Hotel Gym
BenefitHub Access: World's largest selection of retail discounts
Wisdom Wellbeing: 24/7 support for you and your family
Marriott Associate Rates and discounts for friends and family
20% off at Marriott F&B restaurants

62 Full time Hospitality / Catering / Tourism jobs in Haddington, East Lothian