Overview
We're looking for an enthusiastic and motivated Assistant Reception Manager to support the day-to-day management of our Front Office operation. You'll work alongside the Reception Manager to ensure the reception team delivers exceptional guest experiences while maintaining the highest standards of service, efficiency and brand compliance.
This is a hands-on leadership role where you'll inspire your team, drive operational excellence and collaborate with departments across the hotel to ensure every guest enjoys a seamless stay.
Key Responsibilities
Support the daily operation of the Front Office, ensuring a smooth and efficient guest journey from check-in to check-out.
Lead by example, delivering exceptional customer service and creating memorable guest experiences.
Supervise, coach and motivate the reception team to achieve departmental objectives.
Handle guest enquiries, feedback and escalated complaints professionally and promptly.
- Monitor departmental performance, guest satisfaction and service standards, identifying opportunities for continuous improvement.
- Assist with analysing guest feedback, including SALT scores, and implement action plans to enhance the guest experience.
- Support recruitment, onboarding, training and ongoing development of team members.
- Conduct regular performance conversations and help maintain individual development plans.
- Work closely with Housekeeping, Reservations and other hotel departments to ensure effective communication and operational efficiency.
- Support resource planning, rota management and operational forecasting.
- Maximise occupancy, average daily rate (ADR) and TRevPAR through effective upselling and revenue opportunities.
- Ensure compliance with company policies, brand standards and all legal requirements.
Role demands:
- Lead a busy reception operation in a fast-paced hotel environment.
- Balance operational priorities while maintaining exceptional guest service.
- Build strong relationships with guests, colleagues and external partners.
- Remain calm and solution-focused when managing challenging situations.
- Work flexibly, including evenings, weekends and bank holidays, in line with business needs.
- Take ownership of departmental performance and contribute to continuous improvement initiatives.
About You
We're looking for someone who is passionate about hospitality and enjoys leading and developing people.
You'll ideally have:
- A minimum of one year's supervisory experience within a branded hotel reception, preferably in a 200+ bedroom property.
- A positive, engaging and supportive leadership style.
- A proven track record of delivering outstanding guest service.
- Experience recruiting, coaching and developing high-performing teams.
- Strong organisational and time management skills.
- Excellent communication and interpersonal abilities.
Job Type: Full-time
Pay: £29,999.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Experience:
- Supervising experience: 1 year (required)
- Hotel experience: 1 year (required)
- Front desk: 1 year (required)
- Hospitality: 1 year (preferred)
Work Location: In person
