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We’re a group of fabulous Hotels set in beautiful countryside, full of great people and a great team.
We’re seeking a Reception Manager—responsible for leading front desk operations, driving excellent guest experience, and managing our Guest Services team.
Role Responsibilities
Lots to do but lots of fun
Ensure outstanding front‑of‑house performance by:
* Exceeding guest expectations across all reception and front‑of‑house operations, with a strong visible presence to engage and support guests.
* Maintaining and updating guest profiles to enable personalized experiences upon return visits.
* Managing challenging in‑house guest situations, logging feedback, and coordinating follow‑up action with the team.
* Supervising, training, monitoring, and developing reception staff to uphold service excellence and performance standards.
* Promoting hotel services and upselling opportunities—room upgrades, food & beverage, amenities.
* Overseeing cash and key security, daily banking, adjustments, and account reconciliations to protect revenue.
* Controlling pending accounts, credit checks, limits, corrections, and adjustments following company policies.
* Managing room allocations to ensure optimal usage and prevent wear‑and‑tear of furnishings.
The Ideal Candidate
Are You Right for the Role?
Proven management experience in a hotel front office environment, ideally within luxury or high-end establishments.
Proficient in Property Management Systems (e.g., HART, Opera) and Microsoft Office (Word, Excel, Outlook).
Strong leadership and team development skills, with experience supervising and mentoring staff.
Excellent communication and problem-solving abilities; adept at complaint handling both verbally and in writing.
Ability to remain calm under pressure, multitask, and make effective decisions in real-time.
Experience fulfilling Duty Manager responsibilities—covering shifts, operational decisions, and guest escalation support.
Package Description
And now for the good stuff
Hospitality is all about looking after people, and we are committed to our people. We work hard to ensure you can enjoy your job and are well rewarded. Benefits include:
* Competitive salary and benefits
* 29 days holiday (increasing with length of service)
* 50% Discount on food and beverage across all properties
* Significant discounts on room nights across all properties
* Hospitality Essential discount platform—access to shopping discounts, cashback deals, and wellbeing resources
* Hospitality Action Employee Assistance Programme 24/7
* Free meals on duty
* Recognition and rewards scheme
* Access to training and development programs
* BCorp member, committed to improving People, Product, and Planet
* Free downloads of newspapers, magazines, and books
* Cycle to work scheme
About the Company
Are we right for you?
We expect a lot but will give a lot to the right people. We look for four key qualities:
* People with bags of character who are comfortable expressing their personality at work.
* People who enjoy being around others, smiling and chatting because they genuinely like people.
* Extra milers—those willing to go beyond the job description.
* Individuals who put their heart into helping guests and mean it when they say they are happy to help.
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