Location: DoubleTree by Hilton Stoke-on-Trent
Salary: Competitive + Benefits
Job Type: Full-Time, Permanent
Who We Are At DoubleTree by Hilton Stoke-on-Trent, we are proud to be the Heart of Hospitality in Stoke-on-Trent.
Everything we do is rooted in care, connection, and delivering exceptional experiences for our guests, our team, and our community.
Our culture is driven by our DUCKIE values:
Delivering Exceptional Service
Understanding Individuals
Caring Culture
Knowledge
Inspirational Approach
Empowering Our Team
The Role We are looking for a passionate and driven Reception Manager to lead our Front Office team and be the face of the hotel.
You will play a key role in creating memorable first and last impressions, ensuring every guest receives a warm, professional, and seamless experience from arrival to departure.
Key Responsibilities
Front Office Leadership Lead and manage the Reception team, ensuring smooth daily operations
Be a visible presence in the lobby, supporting the team and engaging with guests
Oversee check-in/check-out processes to ensure efficiency and quality
Guest Experience Champion Delivering Exceptional Service at every guest interaction
Handle guest queries, feedback, and complaints with professionalism and empathy
Drive improvements in guest satisfaction scores and online reviews
People & Culture Inspire, coach, and develop your team in line with our DUCKIE values
Create a Caring Culture where team members feel supported and motivated
Manage recruitment, training, rotas, and performance reviews
Empower your team to take ownership and deliver excellence
Operations & Compliance Ensure all Front Office procedures follow brand standards set by Hilton Worldwide Holdings
Maintain accurate financial procedures including cash handling and billing
Work closely with Housekeeping, Maintenance, and F&B to ensure seamless operations
Commercial Awareness Maximise room revenue through upselling and effective room management
Monitor occupancy, rates, and guest trends to support business performance
About You Previous experience in a Front Office or Reception Manager role within a hotel environment
A natural people leader with an Inspirational Approach
Passionate about delivering exceptional guest service
Strong organisational and problem-solving skills
Confident communicator with the ability to remain calm under pressure
Knowledge of hotel systems (e.g., Opera or similar) is desirable
Experience within a branded environment (Hilton experience beneficial but not essential)
What We Offer Competitive salary
Access to the Hilton Team Member Travel Program
Career development opportunities within a global brand
Meals on duty
Employee recognition programmes
Pension scheme
Why Join Us? At DoubleTree by Hilton Stoke-on-Trent, youll be part of a team where people come first. Youll have the opportunity to lead, inspire, and make a real impact every day.
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