About the Role
Montigo Resorts Charlton House is seeking a professional, personable, and highly organised Reception Manager to lead our Front Office team. As the first point of contact for our guests, you will play a vital role in delivering exceptional guest experiences from arrival through to departure.
You will oversee the day-to-day operation of the reception department, ensuring the highest standards of customer service, efficiency, and professionalism are consistently maintained while supporting the wider hotel operations.
Key Responsibilities
Guest Experience
- Deliver exceptional guest service in line with Montigo Resorts' luxury hospitality standards.
- Ensure every guest receives a warm, professional, and personalised welcome.
- Resolve guest enquiries and complaints promptly and effectively.
- Build positive relationships with returning guests and VIP visitors.
- Monitor guest feedback and implement improvements where appropriate.
Front Office Operations
- Manage the daily operation of the reception department.
- Ensure smooth check-in and check-out procedures.
- Oversee room allocations, reservations, and billing accuracy.
- Maintain accurate guest records using the property's PMS.
- Ensure reception areas are clean, organised, and presentable at all times.
Team Leadership
- Recruit, train, coach, and develop the reception team.
- Prepare staff rotas to meet operational demands.
- Conduct regular team meetings and performance reviews.
- Promote a positive, motivated, and guest-focused team culture.
- Support employee engagement and continuous development.
Financial Responsibilities
- Monitor departmental payroll and labour costs.
- Ensure accurate cash handling and end-of-day reconciliation.
- Assist with revenue optimisation through effective room management and upselling.
- Support budgeting and departmental cost control.
Compliance & Standards
- Ensure compliance with company policies and hotel procedures.
- Maintain GDPR compliance regarding guest information.
- Ensure health, safety, and fire procedures are followed.
- Support audits and maintain accurate operational records.
Collaboration
- Work closely with Housekeeping, Spa, Food & Beverage, Maintenance, and Reservations to ensure seamless guest experiences.
- Support operational projects and continuous improvement initiatives.
- Act as Duty Manager when required.
Skills & ExperienceEssential
- Previous experience in a Front Office or Reception supervisory or management role within a hotel.
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Exceptional customer service focus.
- Strong organisational and problem-solving abilities.
- Experience using hotel Property Management Systems (PMS).
- Competent in Microsoft Office.
- Flexible approach to working shifts, including weekends and bank holidays.
Desirable
- Experience within a luxury hotel or resort environment.
- Experience managing departmental budgets and payroll.
- First Aid or Fire Marshal training.
Personal Attributes
- Friendly, approachable, and professional.
- Calm under pressure with excellent decision-making skills.
- Highly organised and detail-oriented.
- Positive, proactive, and solutions-focused.
- Passionate about delivering memorable guest experiences.
- Strong team player with the ability to inspire others.
What We Offer
- Competitive salary plus Service Charge
- Staff discounts across Montigo Resorts.
- Training and career development opportunities.
- Meals on duty.
- Company pension
- On-site parking
Pay: £30,000.00 per year
Benefits:
- Canteen
- Company events
- Company pension
- Discounted or free food
- Free parking
- On-site gym
- On-site parking
Work Location: In person
