Hotel Front Office Manager Employment Contract UK

Responsibilities reflected in the contract

• Lead reception and front-desk coverage across the agreed shifts.
• Coordinate arrivals, departures, room status and reservation exceptions.
• Control authorised payment, deposit and refund processes.
• Protect guest identity, stay and payment information.
• Resolve routine complaints and escalate safety or contractual disputes.
• Maintain accurate handovers with housekeeping, reservations and duty management.

A realistic working scenario

A caller seeks access to a guest's room while providing incomplete identity details. The manager refuses, follows the welfare or message procedure and protects the guest record.

Outputs to agree

• accurate arrivals, departures and accounts
• secure room and guest-information control
• resolved front-desk issues

Records and evidence

• Occupancy and shift report.
• Rate or room override.
• Key-security incident.
• Complaint and remedy.
• Booking records.
• Payment records.

Reporting relationship

Typically reports to General Manager, Hotel Manager, Restaurant Manager or Front Office Manager. Confirm the employer's actual reporting structure in the builder.

Authority and escalation

• The manager may allocate rooms and resolve issues within limits; data disclosure, exceptional refunds and access overrides require authorised safeguards.
• May allocate routine work and make operational decisions only within documented staffing, financial, contractual and policy limits.

Supervision

• Lead reception and front-desk coverage across the agreed shifts.
• Allocate and review assigned work within delegated authority and escalate formal people matters through the Employer's procedures.

Tools and systems

• Booking systems.
• Payment systems.
• Kitchen or housekeeping equipment where authorised.
• Shift handover tools.
• Guest communication systems.

Workplace context

• Hotel, restaurant, kitchen, guest-facing or approved hospitality areas.

Training and certification

• Employer-confirmed evidence of training required for Front Office Manager duties where applicable to the role.
• Complete employer-required health and safety training.

Contract priorities

• 24-hour operation
• guest privacy
• key and payment security
• rate and remedy limits

Information the employer should prepare

• the reception, reservations and guest-service functions covered
• the shift, night, weekend and keyholding requirements
• the property-management and payment systems used
• the room-move, refund, upgrade and overbooking authority delegated
• the teams supervised and formal management responsibilities
• the privacy and security process for guest enquiries and disclosures