Hotel Front Office Assistant at Stoke Park Ltd in Slough SL2 4PG

Purpose:

The Front Office Assistant is responsible for delivering a warm, professional, and personalised service to guests throughout their arrival, stay, and departure. As a key front‑of‑house representative, the role ensures accurate and efficient front office operations while upholding Stoke Park’s five‑star luxury standards at all times.

The postholder works closely with the Front Office Supervisor and Duty Manager(s) to support smooth daily operations, exceptional guest experience delivery, and effective communication across departments.

Key Responsibilities:

Guest Experience & Service Delivery

• Deliver a welcoming, attentive, and professional first impression to all guests.
• Conduct efficient and accurate check‑in and check‑out procedures in line with brand standards.
• Assist guests with enquiries, requests, and directions, ensuring a personalised and courteous service.
• Handle guest concerns professionally, escalating issues to the Front Office Supervisor when required.
• Maintain a polished and professional presence at the reception desk and guest-facing areas.

Front Office Operations

• Manage room key issuance, registration cards, guest profiles, and arrival documentation accurately.
• Process guest billing, payments, deposits, and invoices in line with procedures.
• Update guest information, preferences, and special requests accurately in the PMS.
• Coordinate guest luggage handling, deliveries, transport requests, and messages as required.
• Assist with room moves, upgrades, early arrivals, and late departures as instructed by supervisors or duty management.
• Ensure clear and accurate handover between shifts.

Teamwork & Communication

• Work collaboratively with Front Office Supervisors, Duty Manager(s), Concierge, Porters, Valet, Housekeeping, and other departments.
• Communicate guest requirements, VIP information, and operational updates clearly and promptly.
• Support smooth daily operations during peak periods, events, weddings, and high occupancy.

Standards, Accuracy & Compliance

• Maintain accurate cash handling and follow all billing and audit procedures.
• Ensure GDPR compliance and confidentiality of all guest and business information.
• Consistently adhere to grooming standards, uniform policy, and professional conduct expectations.
• Maintain a clean, organised, and welcoming front office environment.

General Responsibilities

• Comply with all hotel policies and procedures relating to health & safety, fire safety, security, emergency evacuation, and first aid.
• Follow all guidance outlined in the Employee Handbook and departmental communications.
• Be flexible to support business needs, including shift changes, cross‑training, and operational cover when required.
• Carry out any other reasonable duties as requested by the Front Office Supervisor, Duty Manager(s), or Front Office Manager.

Notes:

This job description outlines the key responsibilities, objectives and scope of the role as it currently stands. It is not an exhaustive list, and the postholder may be required to carry out other duties as reasonably required, including duties of a similar or related nature, in line with the needs of the business.

Hours/Week: 40 Hours – May include weekend and bank holidays.

Job Types: Full-time, Permanent, Fixed term contract
Contract length: 24 months

Pay: Up to £32,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking
• Sick pay

Ability to commute/relocate:

• Slough SL2 4PG: reliably commute or plan to relocate before starting work (required)

Experience:

• 5‑star luxury hotel: 5 years (required)

Work Location: In person