This position works closely with the Guest Experience, Events and Business Development teams and offers the opportunity to play a key role in delivering exceptional guest service while supporting the growth and success of the hotel’s events offering at Manor House Lindley.
Working Pattern
- Full-time, 5 days across 7
- Shift-based alongside the reception team (between 7am–10pm)
- Typical shifts may include 7am–3pm, or 2pm–10pm
About the Role
Key Responsibilities - Reception & Events
- Assist in the day-to-day running of the front desk, ensuring a professional, warm and efficient guest experience.
- Support and lead pre-shift and departmental meetings when required, communicating relevant operational updates.
- Move throughout the hotel to visually monitor service delivery and take action to ensure standards are consistently met.
- Interact positively with guests, promoting hotel facilities and services while maintaining strong relationships across departments.
- Handle guest complaints and feedback professionally, ensuring resolutions meet both guest expectations and business needs.
- Follow up on all guest feedback, both positive and negative, received via email, letter or online platforms.
- Encourage online reviews and ratings through strong guest rapport, supporting improvements in response scores and reputation.
Sales, Upselling & Revenue Awareness
- Demonstrate strong knowledge of hotel rooms, services, packages and upgrades.
- Take every opportunity to upsell, recording results and supporting the creation of daily incentives for the reception team.
- Conduct daily reviews of room availability, services and offers to maximise revenue opportunities.
- Take a proactive, sales-focused approach throughout the guest journey.
Events & Development Support
- Develop a confident understanding of the hotel’s events spaces, packages and offerings to handle enquiries effectively.
- Assist with the events inbox, ensuring all enquiries are responded to accurately and within agreed time frames.
- Provide operational support during events when business levels allow.
- Support the Guest Experience & Development department by sharing guest insights and enquiry trends.
- Undertake dedicated training alongside the Events Manager to gain a full understanding of event planning and delivery.
- Take ownership of the events inbox in the absence of the Events Manager.
- Participate in external networking events to support the growth of the hotel’s corporate portfolio.
Measured Goals & Success Indicators
- High levels of guest satisfaction and positive feedback.
- Telephone calls answered in line with company standards.
- Consistent delivery of a warm and professional arrival experience.
- Effective issue resolution, ensuring guests leave fully satisfied.
- Increased volume of positive online and internal reviews.
- Successful completion of events training and the ability to confidently support, plan and deliver events.
What We Offer
- A varied and responsible role within a luxury hospitality business.
- Opportunity to develop within guest experience, sales and events.
- Structured training and development alongside the Reception team & Events Manager.
- A collaborative, supportive team environment
- Competitive salary of £30,000 per annum aligned with responsibility and progression
Pay: £30,000.00 per year
Work Location: In person
