North Devon Resort is a large holiday resort in Ilfracombe, Devon, offering a range of holiday accommodation and guest facilities, including a swimming pool, bar, restaurant, and leisure amenities.
We are looking to recruit an experienced, professional, highly organised, and motivated Reception Manager to lead our front-of-house operation. This is a key management position responsible for ensuring the reception department delivers exceptional guest service while supporting the wider operational success of the resort.
Reception is the main point of contact for our guests and plays a vital role in creating outstanding first and last impressions. Our success is built on teamwork and delivering memorable holiday experiences, and we are looking for a manager who can lead by example and inspire their team to provide exceptional service at every opportunity.
This is a hands-on management role within a fast-paced, customer-facing environment.
To succeed in this role, you will need to be highly presentable, possess excellent communication and leadership skills, and demonstrate a proactive, solutions-focused approach to both guest and team management.
Key Responsibilities
- Lead, motivate, and develop the reception team, creating a positive working environment and setting high standards of performance and guest service.
- Manage the day-to-day operation of the reception department, ensuring efficient check-in, check-out, reservations, and guest service procedures.
- Ensure every guest interaction, whether in person, by telephone, or digitally, delivers exceptional customer service and exceeds guest expectations.
- Act as the main point of escalation for guest complaints and complex enquiries, resolving issues professionally and effectively to maintain high guest satisfaction levels.
- Monitor reception performance, standards, and guest feedback, implementing improvements where necessary.
- Manage staffing levels, rotas, training, and performance management within the reception team.
- Conduct regular team briefings, coaching sessions, and performance reviews to support colleague development.
- Build strong working relationships with all resort departments, including housekeeping, maintenance, food and beverage, and leisure teams, to ensure smooth resort operations.
- Maintain excellent knowledge of the resort, accommodation types, facilities, local attractions, and services to support guests and the reception team.
- Ensure all reception procedures, data protection, and company policies are followed accurately and consistently.
- Support the wider management team in delivering departmental objectives, occupancy targets, and overall guest satisfaction goals.
- Assist with recruitment, onboarding, and training of new reception team members.
Skills and Experience
- Previous experience in a supervisory or management role within reception, hospitality, leisure, or a customer service environment.
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Proven experience in handling guest complaints and difficult situations professionally.
- Highly organised with strong attention to detail.
- Confident using computer systems and reservation or booking software.
- Ability to work under pressure and prioritise effectively in a busy environment.
- Flexible approach to working hours and operational requirements.
Working Hours
This role includes working evenings, weekends, bank holidays, and school holidays across seven days of the week. Flexibility is essential to meet the needs of the business.
Due to the location and operational requirements of the resort, own transport is desirable.
Hours: Full-time, based on a rota including evenings and weekends.
Contract Type: Permanent.
Salary: Competitive and dependent on experience.
If you are passionate about delivering exceptional guest experiences and leading a successful reception team, we would love to hear from you. Apply now to become part of the North Devon Resort management team.
Pay: From £12.75 per hour
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Sick pay
Work Location: In person
