Front Office Manager - Sheraton Grand Hotel & Spa Edinburgh

As Front Office Manager, you will provide strategic and operational leadership for the Front Office operation, leading and inspiring a team of Front Office Associates, Guest Services Associates and Duty Managers.

You will be responsible for creating a culture of accountability, engagement and exceptional guest service, ensuring every team member is empowered to deliver memorable and personalized experiences for our guests.

This role requires a visible and hands-on leader who thrives in a fast-paced environment, leads by example, and is committed to coaching and developing talent. You will actively drive succession planning, performance management and colleague engagement initiatives while maintaining the highest operational and brand standards.

• Lead, motivate and develop the Front Office team through effective coaching, mentoring and regular feedback.
• Foster a positive and inclusive working environment that promotes teamwork, collaboration and associate engagement.
• Take ownership of recruitment, onboarding and retention strategies to attract and develop top hospitality talent.
• Conduct performance reviews, development conversations and training sessions to drive individual and team success.
• Build a high-performing culture focused on accountability, continuous improvement and service excellence.

• Act as an ambassador for the hotel, creating exceptional first and lasting impressions for every guest.
• Take ownership of guest concerns, service recovery situations and escalated complaints, ensuring timely and effective resolution.
• Oversee VIP arrivals, guest recognition programmes, meet-and-greet experiences and personalized guest interactions.
• Maintain a strong presence within the lobby and Front Office areas, actively engaging with guests and supporting the team during peak periods.
• Continuously seek opportunities to elevate guest satisfaction and enhance the overall arrival and departure experience.

• Lead the day-to-day management of Front Office operations, ensuring service standards are consistently achieved.
• Drive operational efficiency while maintaining exceptional levels of service and guest satisfaction.
• Act as Manager on Duty and respond appropriately to operational challenges and emergency situations when required.
• Collaborate effectively with other hotel departments to ensure seamless guest journeys and operational success.
• Lead departmental projects and continuous improvement initiatives to enhance operational effectiveness.
• Analyze departmental performance data and implement actions to improve results and guest satisfaction scores.

We are looking for an inspiring and experienced leader with a passion for hospitality and a proven ability to develop people, drive performance and deliver exceptional guest experiences.

You will bring energy, professionalism and a proactive approach to leadership, with the confidence to make decisions, influence outcomes and lead a large and diverse team.

• Minimum 3 years' leadership or management experience within a luxury or five-star hotel environment.
• Significant experience within a Front Office operation, ideally in a management capacity.
• Demonstrated experience leading, coaching and developing teams to achieve high performance.
• Strong understanding of performance management, employee engagement and talent development.
• Exceptional leadership, communication and relationship-building skills.
• Proven ability to resolve complex guest issues with confidence and professionalism.
• Strong organisational and decision-making skills with the ability to perform under pressure.
• Commercially aware with a strong understanding of revenue optimization and operational performance.
• Proficient in Microsoft Office applications including Outlook, Word, Excel and PowerPoint.
• Excellent verbal and written communication skills with the ability to communicate effectively at all levels.
• Flexible approach to working hours, including weekends, holidays and overnight shifts as required.

• Experience using Opera PMS.
• Experience within a Marriott-branded property would be advantageous.

Benefits:

• A competitive salary, bonus and private medical insurance plus free meals whilst on duty.
•  up to a maximum of 33 days (pro rata) after further service
• Worldwide employee and friends & family hotel room rates plus hotel and spa experiences as part of your induction.
• 50% off all F&B outlets within the hotel and 20% F&B discount in other Marriott hotels!
• Discounts off your supermarket shop, other shopping and experiences through our Marriott Benefit Hub
• 50% off Spa Treatments and £50 gym membership within our One Spa!
• 24/7 and employee healthcare plan with access to Mental Healthcare first aiders
• Refer a friend to work with us and receive a £500 bonus 
• Opportunities for career progression and to transfer around the world plus opportunities to get involved in our charitable and community activities
• Many more benefits however most importantly, we’ll help you grow, and develop you as an individual

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.