Share this Job

Front Office Manager - Ramada Encore Newcastle-Gateshead



Property Name:  Ramada Encore Newcastle
Req Id:  21661

Ramada Encore by Wyndham Newcastle-Gateshead are looking for a Front Office Manager to join the on-site team in Newcastle-Gateshead.

Job Summary

  • To be responsible for the day to day efficient management of the Reception and Reservations department, in order to maximise room occupancy, revenue and yield in line with company procedure.
  • To liaise with Housekeeping to ensure Minimum Brand Standards are met and maintained.
  • To encourage and develop team, to ensure that all legal and company standards are being met.
  • To promote and maintain the professional profile of the reception team

Line Manager: Operations Manager

Salary: £28,000 per annum

Duties and Responsibilities

  • Assist all guests in a sincere and courteous manner, wherever possible going the extra mile to ensure guest satisfaction.
  • Anticipate guest’s needs where possible and react to those needs to enhance guest satisfaction.
  • To ensure that all guests are dealt with promptly upon arrival and departure, following the Company’s standards.
  • Be fully conversant with the facilities, services and promotions offered by the hotel and whenever appropriate offer this information to the guest.
  • Carry out, review and update where appropriate, all Reception procedures, as per Company policy.
  • To achieve a consistently high standard in the company Mystery shopper calls programme when applicable
  • To strive to anticipate customer needs whenever possible and react to these to enhance customer satisfaction
  • To liaise with External Housekeeping Contractor on a daily basis to ensure Minimum Brand Standards are met and maintained.
  • Ensure that the team are correctly uniformed, in line with Company Standards and understand the importance of personal hygiene.
  • Ensure that the team are punctual, polite, courteous and helpful to guests and colleagues at all times.
  • To assist with the prevention, recovery and investigation of any complaints.
  • To ensure that all VIP guests are met on arrival and departure, and that all additional requirements have been actioned, in order to ensure good customer relations and establish future business opportunities.
  • All appropriate departments are to be informed of any guest special requirements/needs.
  • To prepare, monitor and check department rotas in line with forecast and service and business needs.
  • Control departmental costs through correct storage and distribution of supplies.
  • Purchase / order departmental supplies and carry out monthly stock, take and action and discrepancies in line with company standards.
  • Maintain financial awareness and understanding of how the role impacts the hotel Profit and loss account and the business as a whole

Other Duties

  • To ensure that all events and group bookings have terms and conditions and contracts.
  • To ensure all rooming lists are received no later than one week prior to arrival, and are entered correctly into the PMS system.
  • To maintain all accounts procedures to ensure that there is an accurate production of bills, to be sent to the client within 24 hours of departure.
  • To communicate and share knowledge with other hotel departments.
  • To ensure that all incoming and outgoing correspondence is dealt with correctly and efficiently and that all brochures, packages and information requests are processed.
  • To ensure that all sales enquiries/ leads are dealt with in a proactive manner, and converted to confirmed bookings, to the agreed company standards or promptly passed on to the Sales Manager to make contact.
  • To ensure that all reservations are directly inputted onto the PMS computer system, and maintenance of an accurate filling system.
  • Ensure team is aware of referral procedures, when denying enquiries.
  • Ensure that no shows and cancellation charges are dealt with daily.
  • Ensure that the team performs all guest accounting functions according to the Company and Hotel policies and procedures. Therefore, ensuring all guest accounts are complete and accurate.
  • Adheres to the Company Credit Policy, and that method of payment is agreed with all customers prior to arrival.
  • Ensure that guest history in the system is up-to-date through regular reviewing. Therefore, enables to be used in sales activities throughout the year.
  • Understanding the business and keeping up to date with hotel’s sales selling strategy and letting policy and promotions.
  • To maximise revenue, by following rate level management principles.
  • Ensure team awareness of hotel facilities, restaurant /bar opening times, hotel promotions, products, services and disabled facilities.
  • Ensure team awareness and delivery of local and Company promotions and up-selling of products and services.
  • To ensure departmental attendance at daily, weekly and operational meetings within the hotel.
  • Carry out departmental communication meetings every 4-6 weeks.
  • Ensure teams knowledge of local area and events.
  • Awareness of competitor products and services.
  • Gain an understanding of the hotel’s Business Plan, to play an active role in developing sales strategies and promotions and understand the hotels selling strategy and letting policy.
  • Ensure they are communicated to the Reception team.
  • To identify possible sales leads, and pass to Sales Manager or Central Sales Team.

Other Responsibilities

  • Ensure that company and legal standards for cleanliness are maintained within the department.
  • Ensure attendance of all team members at statutory training sessions as per the Company policy.
  • Attend all legal/statutory courses as required by the Company.
  • Ensure that while you undertake your role you abide by the Health and Safety at Work Act 1974 and safe systems of work appropriate to your role.
  • In use of company nominated chemicals, it is your responsibility to comply by COSHH.
  • Understand the importance of adhering to company policy with reference to Hazard spotting, first aid reporting, and reporting accidents.
  • To have a complete understanding of hotel and Company procedure in the event of a fire.
  • Vigilance, awareness and appropriate action in maintaining departmental and hotel security.
  • To act as Duty Manager in accordance with the Hotel Rota.
  • Attend hotel and departmental induction.
  • Attend Job chats and Performance Reviews
  • Development through NVQ training
  • Being a Buddy for new starters.


  • This is a hands on role, must work with an estimated ratio of 90% of working in the business and 10% on the business in terms of training and retention of team members
  • Managing a Happy Well Trained Team is a must.
  • 5/7 working over shifts including: Early/Late/Nights/Day according to the needs of the business and team
  • Opera PMS proficiency is a must
  • Needs a minimum of 2 years reception experience
  • Champion of Customer Satisfaction, Team Training and a stickler for policy and procedure compliance

Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 22 brands strong across 9,000 hotels in more than 95 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Registry Collection Hotels, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Alltra, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 9,000 team members worldwide.

Job Location: Ramada Encore Newcastle, Hawks Rd., Newcastle, Newcastle  NE8 3AD
Employment Status: Full-time

Employment Disclaimer

In some locations around the world, Wyndham Hotels & Resorts manages hotel properties on behalf of a third party owner. At many of those properties, the Hotel owner is the actual employer, and Wyndham Hotels & Resorts performs recruiting and hiring functions on behalf of the owner. I understand and agree that, by applying through this site, I may be applying for a position with a company other than Wyndham Hotels & Resorts where Wyndham Hotels & Resorts is serving only as the recruiter and will not be my actual employer.

What we expect from you:

You will play an important part in our mission to make hotel travel possible for all by:

Being responsive, respectful and delivering great experiences to our guests, partners and communities.

Foster an inclusive environment where individuals feel empowered to bring their authentic selves to work and share their diverse perspectives.

Bring your best every day and strive to exceed expectations in all you do.

What you can expect from us:

With Wyndham Hotels & Resorts, you can expect a fulfilling career to include:

Growth opportunities through best-in-class training and career development, leadership training, mentorship opportunities and educational support.

Competitive salary and benefits, flexible work arrangements and exclusive team member discounts.  

Team member benefit programs that focus on nutrition, exercise, lifestyle management, physical and emotional wellness, financial health, and the quality of the environment in which all team members work and live.

A Company culture of diversity, equity and inclusion. Our culture infuses different perspectives that reflect our diverse guests and communities around the world.

About Wyndham Hotels & Resorts:

Wyndham Hotels & Resorts is the champion of the everyday traveler. Every day, we work to make hotel travel possible for all. With more hotels than anyone else across the globe, we offer the largest and widest collection of hotel experiences in the world. So wherever and however people travel, Wyndham will be there to welcome them.