Location: Carlisle, Cumbria
Pay: Up to £13.75 per hour, depending on experience
Hours: 40 hours per week
Contract: Full-time, permanent
We are looking for an experienced, organised and approachable Reception Manager to lead our hotel reception team in Carlisle.
The successful candidate will be responsible for the effective day-to-day running of reception, ensuring guests receive a friendly, professional and efficient service throughout their stay. This is a hands-on role, and you will work regular reception shifts alongside managing, supporting and developing the team.
You will also support the wider operation of the hotel and assist other departments, including housekeeping and food and beverage, as and when required.
Key responsibilities
- Manage the day-to-day operation of the hotel reception.
- Lead, support and motivate the reception team.
- Work hands-on reception shifts, including checking guests in and out.
- Respond to guest enquiries, requests and complaints professionally and promptly.
- Prepare staff rotas and ensure reception is appropriately covered.
- Recruit, induct, train and develop reception team members.
- Monitor team performance and address any training or performance concerns.
- Manage reservations, room allocations, amendments and cancellations.
- Ensure guest accounts, payments, deposits and pre-authorisations are processed correctly.
- Monitor emails, telephone calls and online booking channels.
- Maintain accurate guest records and ensure data is handled confidentially.
- Communicate closely with housekeeping regarding room status, arrivals, departures and priority rooms.
- Complete daily checks, handovers, reports and other reception administration.
- Promote hotel facilities and identify opportunities to increase revenue.
- Ensure reception areas are clean, organised and professionally presented.
- Support the General Manager and Assistant Manager with the overall operation of the hotel.
- Act as the manager on duty when required.
- Assist housekeeping and food and beverage during busy periods or when operationally required.
- Follow company procedures relating to health and safety, fire safety, security and data protection.
Essential requirements
- Previous experience working in hotel reception.
- Previous supervisory or management experience within hospitality or a customer-facing environment.
- Experience leading, training and supporting a team.
- Excellent customer service and communication skills.
- Strong organisational skills and attention to detail.
- Confidence handling guest complaints and resolving operational problems.
- Experience processing payments and handling confidential guest information.
- Good computer skills and experience using booking or property-management systems.
- A flexible, hands-on approach and willingness to support other hotel departments.
- Availability to work a variety of shifts, including early mornings, evenings, weekends and bank holidays.
Desirable
- Previous experience as a Reception Manager, Front Office Manager, Reception Supervisor or Duty Manager.
- Experience preparing rotas and managing staffing levels.
- Experience working within a busy budget hotel.
- Knowledge of online booking platforms and channel-management systems.
- Experience with revenue management, room rates or upselling.
What we offer
- Pay of up to £13.75 per hour, depending on experience.
- Guaranteed 40 hours per week.
- A permanent, full-time position.
- A varied and hands-on hotel management role.
- The opportunity to lead and develop the reception team.
- Opportunities to develop broader hotel management experience.
Job type: Full-time, permanent
Pay: Up to £13.75 per hour
Expected hours: 40 per week
Work location: In person, Carlisle
Pay: Up to £13.75 per hour
Benefits:
Experience:
- Hotel management: 1 year (preferred)
- Hotel: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
