Reports to: General Manager / Operations Manager
Department: Front Office / Reception
Contract Type: Full-time, Permanent
Position Overview
The Reception Manager is responsible for the smooth and efficient operation of the hotel's front desk and guest services. This role ensures exceptional guest experiences from arrival to departure while maintaining high operational standards, effective team management, and full utilisation of the Rezlynx Property Management System (PMS).
The ideal candidate will have a strong background in front office operations, proven experience in team leadership, and in-depth knowledge of Rezlynx PMS functionality, reporting, and configuration.
Key Responsibilities Front Office Operations
* Oversee the daily operations of the reception desk, ensuring all guests receive a warm, professional, and efficient service.
* Manage all check-in, check-out, and reservation procedures using Rezlynx PMS.
* Ensure accuracy in billing, payments, and financial reconciliation in coordination with the Accounts department.
* Monitor room allocations, availability, and occupancy forecasts.
* Manage group bookings, allocations, and liaise with Sales and Events teams to ensure smooth coordination.
* Handle guest complaints and feedback promptly and professionally, escalating where appropriate.
* Maintain up-to-date knowledge of hotel services, facilities, and local area information to assist guests effectively.
Rezlynx PMS Management
* Act as the Rezlynx PMS lead user and system administrator within the hotel.
* Train and support reception and reservations teams on Rezlynx functions and updates.
* Manage user access levels, system permissions, and housekeeping integration.
* Generate daily, weekly, and monthly performance and occupancy reports.
* Liaise with Guestline support for troubleshooting, upgrades, and system optimisation.
* Ensure accuracy of rates, availability, and restrictions in Rezlynx and integrated channels.
Team Management
* Recruit, train, and develop reception team members to deliver excellent guest service standards.
* Conduct regular team meetings, performance reviews, and training sessions.
* Create and manage departmental rotas to ensure adequate staffing levels.
* Motivate the team to achieve key performance targets such as upselling, guest satisfaction, and efficiency metrics.
* Maintain effective communication between front office and other departments (Housekeeping, Maintenance, F&B).
Administration & Compliance
* Prepare and maintain departmental reports, shift handovers, and daily operations logs.
* Ensure compliance with health and safety, data protection (GDPR), and hotel policies.
* Assist the General Manager with budgeting, forecasting, and revenue management insights.
* Monitor and control departmental costs and stock (e.g. stationery, key cards).
* Support the management of OTA and direct bookings, ensuring rate parity and accuracy across platforms.
Skills & Experience Required
* Minimum 2–3 years' experience in a front office supervisory or managerial role within a 3 or 4-star hotel.
* Proficiency in Rezlynx PMS (Guestline) – essential.
* Strong understanding of hotel front office procedures, reservations, and guest service standards.
* Excellent leadership, communication, and interpersonal skills.
* Strong organisational skills with attention to detail and accuracy.
* Ability to work under pressure and handle difficult situations professionally.
* Competent in Microsoft Office (Word, Excel, Outlook) and general computer literacy.
* Flexible approach to working hours, including weekends and public holidays.
Desirable Attributes
* Experience in Guestline distribution or Channel Manager systems.
* Knowledge of revenue management principles.
* Previous experience in a similar independent or branded 3-star property.
* Passion for hospitality and creating memorable guest experiences.
Salary & Benefits
* Competitive salary based on experience.
* Staff discounts on accommodation and F&B.
* Training and professional development opportunities.
* Uniform and meals on duty.
* Supportive and collaborative working environment.
Job Type: Full-time
Pay: £28,000.00-£30,000.00 per year
Benefits:
* Employee discount
* Free parking
* Gym membership
* On-site gym
* On-site parking
Language:
* English (preferred)
Work Location: In person