The Opportunity
We are looking for an experienced and ambitious Reception Manager to join the team at Aysgarth Falls Hotel and take ownership of the reception operation as we embark on an exciting new chapter for the hotel.
This is not a role where you will simply inherit an established department. You will be responsible for helping to build the reception operation from the ground up, putting the right systems, procedures and standards in place and creating a professional, guest-focused front office team.
This is a big project and an ideal opportunity for someone who enjoys a challenge, likes building things properly and wants to make a genuine impact.
We are particularly interested in candidates who have previously set up, opened or significantly restructured a hotel reception operation and have strong, hands-on hotel experience.
The Role
As Reception Manager, you will take full ownership of the front office operation and be responsible for ensuring an exceptional guest experience from the first enquiry through to departure.
You will be expected to establish the foundations of the department, including:
- Creating and implementing reception procedures and operating standards.
- Developing comprehensive SOPs and ensuring they are consistently followed.
- Setting up check-in and check-out procedures.
- Establishing reservation and booking processes.
- Implementing effective communication procedures between Reception and all hotel departments.
- Setting up guest information and concierge procedures.
- Developing systems for handling guest requests, complaints and feedback.
- Establishing cash handling, banking and reconciliation procedures.
- Managing room allocations, arrivals and departures.
- Ensuring accurate billing and account management.
- Working closely with Housekeeping to ensure rooms are ready and available on time.
- Supporting the implementation and effective use of the hotel's PMS.
- Creating reception rotas and managing staffing levels.
- Recruiting, training and developing the reception team.
- Establishing clear performance standards and expectations.
- Monitoring guest feedback and driving continuous improvements.
- Supporting upselling and maximising opportunities to increase hotel revenue.
Building the Reception Department
A key part of this role will be building the reception department from scratch.
We need someone who can walk into a blank canvas, understand what needs to be done and put a professional operation in place.
You will have the opportunity to shape:
- Reception structure and staffing.
- Procedures and systems.
- The complete guest journey.
- Training and development.
- Front office standards.
- Communication between departments.
- Upselling and revenue opportunities.
- Guest experience.
- Operational reporting and KPIs.
We want someone who will take ownership and make things happen, rather than wait to be told what to do.
Leadership
You will lead and develop the reception team, creating a culture that is professional, welcoming and accountable.
Your responsibilities will include:
- Recruiting and training team members.
- Creating rotas and managing holiday requests.
- Coaching and developing the team.
- Setting clear service standards.
- Conducting regular team briefings.
- Managing performance.
- Leading by example and remaining hands-on when required.
About You
We are looking for someone with:
Essential
- Strong previous experience within a hotel reception or front office environment.
- Previous experience as a Reception Manager, Front Office Manager or similar senior hotel position.
- Experience setting up, implementing or significantly improving a reception operation.
- Strong knowledge of hotel PMS systems.
- Excellent guest service skills.
- Strong organisational and communication skills.
- Experience managing and developing a team.
- Excellent problem-solving ability.
- Confidence to make decisions and take ownership.
- Flexibility to work 5 days over 7, including weekends.
Ideally, You Will Be
- A builder – someone who enjoys creating systems and processes from the ground up.
- A problem solver – able to find solutions rather than wait for someone else to provide them.
- Hands-on – comfortable working alongside the team when required.
- Highly organised – able to bring structure to a developing operation.
- Guest focused – passionate about delivering an excellent experience.
- Commercially aware – understands the importance of upselling and maximising hotel revenue.
- Ambitious – excited by the opportunity to grow with Aysgarth Falls Hotel.
- Resilient – comfortable working through the challenges that come with a major project.
Why Join Aysgarth Falls Hotel?
This is an opportunity to join Aysgarth Falls Hotel at a really exciting stage of its development.
You won't be stepping into a department where everything is already established. Instead, you will have the opportunity to build the reception operation, create the standards, develop the team and shape how the hotel operates for years to come.
Your experience, ideas and leadership will genuinely make a difference.
If you are someone who looks at a project like this and thinks “I’d love to build that”, rather than “that sounds like hard work”, this could be the opportunity for you.
What We Offer
- £36,000 per annum
- 40 hours per week
- 5 days over 7
- Weekend availability required
- The opportunity to build a reception department from scratch
- Significant scope to influence the future operation of Aysgarth Falls Hotel
- A challenging and rewarding project
- Opportunity for career development as the hotel grows
Ready for the Challenge?
We are looking for someone who can take ownership, build something exceptional and help take Aysgarth Falls Hotel to the next level.
If you have the experience, energy and ambition to take on a project of this scale, we would love to hear from you.
Pay: £36,000.00 per year
Work Location: In person
