Reception Manager
We are looking for an experienced and guest-focused Reception Manager to lead our Reception Team at Hogarths Stone Manor, Worcestershire
This is an exciting opportunity to take ownership of reception operations, develop a growing team and play a key role in delivering warm, memorable guest experiences.
If you are passionate about hospitality, confident managing people, and thrive in a fast-paced luxury hotel environment, we would love to hear from you.
Location: Hogarths Stone Manor, Worcestershire, DY10 4PJ
Hogarths Stone Manor set within 27 acres of Worcestershire countryside . Known for our warm, genuine hospitality, stylish bedrooms and destination dining, Hogarths offers a relaxed yet refined experience for both leisure and corporate guests.
We are also a thriving and expanding wedding and events venue, hosting a wide range of celebrations, conferences and private events throughout the year. As we look ahead to a fresh start for 2027, this is an exciting opportunity to join the hotel at a time of positive growth and team development.
Role and Responsibilities
As Reception Manager, you will be at the heart of the guest journey, leading the Reception Team to deliver consistently outstanding service from arrival to departure. This is a hands-on leadership role with real scope to shape standards, processes and culture.
Key responsibilities include:
- Managing the day-to-day operation of the reception team, ensuring procedures and service standards are consistently followed
- Acting as Duty Manager on a rota basis, supporting the wider hotel operation
- Ensuring effective reception cover at all times, including coordination with Duty Managers and night team reception training and refreshers, to support breaks, sickness and overnight operations
- Creating a warm, professional first impression and ensuring every guest receives a genuine Hogarths welcome
- Leading, motivating and developing the reception team to deliver exceptional guest service
- Holding monthly team meetings, regular one-to-one meetings, and managing performance through coaching and feedback
- Recognising repeat guests and ensuring preferences are noted and delivered wherever possible
- Handling guest feedback and complaints promptly and professionally, ensuring issues are logged and resolved
- Monitoring guest satisfaction scores and online reviews, driving continuous improvement
- Working closely with housekeeping and maintenance teams to ensure rooms are prepared and ready for arrival
- Ensuring the reception team is fully informed of event locations and timings, enabling them to confidently direct guests attending weddings, conferences and events
- Managing reservations, room allocations* and guest profiles accurately using Rezlynx*, understanding the importance of correct allocation for guest experience and operational flow
- Working closely with events and operational teams to manage large group and event-related room allocations, ensuring details are communicated clearly and accurately
- Attending weekly operations meetings to ensure alignment across departments and proactive planning
- Managing rotas, holidays and departmental costs in line with budget
- Promoting an upselling culture within the reception team to maximise revenue and enhance the guest experience
- Ensuring billing notes and reservation comments are clear, accurate and consistently used
- Working closely with the Accounts team to reconcile payment discrepancies promptly and ensure billing accuracy
- Supporting the identification and escalation of any potential fraudulent activity relating to bookings or payments
- Keeping the team informed and compliant with security procedures, including awareness of phishing attempts, fraudulent emails and data protection best practice
- Supporting audits and ensuring compliance with health & safety, fire and security procedures
- Recruiting, training and onboarding new reception team members
What We Are Looking For
We are looking for a confident, guest-focused leader who thrives in a luxury hospitality environment and enjoys developing people as much as delivering exceptional guest experiences.
You will be:
- Passionate about hospitality with a natural, warm and approachable leadership style
- An effective people manager, confident in performance management, coaching and development
- Highly organised with excellent attention to detail, particularly around room allocations, billing and guest accounts
- Calm under pressure and confident handling guest, operational and financial queries
- Proactive, reliable and excited by the opportunity to shape a developing team
- Security-minded, with a strong understanding of procedures, data protection and fraud awareness
Qualifications and Experience
- Minimum 2 years’ experience as a Reception Manager, Assistant Reception Manager or Reception Supervisor within a hotel environment (essential)
- Experience working in a luxury or high-service hotel setting
- Strong working knowledge of Rezlynx (essential)
- Confident using Microsoft Outlook and Microsoft Office packages
- Experience managing rotas and team performance
- Experience working with billing, payments and reconciliation processes
- Excellent written and verbal communication skills
- Flexibility to work across a 7-day operation, including weekends and holidays
What’s in It for You
- Competitive salary, reflective of experience
- Investment in training, development and career progression
- Free meals on duty
- Uniform provided
- Company pension scheme
- Employee discounts across Hogarths Hotels
- Supportive senior management team and a collaborative working environment
- The opportunity to play a key role in a busy, growing wedding and events destination
Job Types: Full-time, Permanent
Pay: From £32,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- On-site parking
Experience:
- Reception Manager or Supervisor: 2 years (required)
- Rexlynx: 1 year (preferred)
Work Location: In person
