Job Overview
We are seeking a professional, guest-focused, and highly organised Head of Guest Relations / Reception Manager to lead the front-of-house operation at Carberry Tower. This role is responsible for delivering an exceptional guest experience from arrival to departure while managing and developing a reception and guest services team of 6 staff members.
The successful candidate will be passionate about hospitality, thrive in a luxury venue environment, and possess strong leadership, communication, and operational management skills. This position plays a key role in ensuring seamless day-to-day front desk operations, maintaining high service standards, and creating memorable experiences for hotel, wedding, conference, and event guests.
Key ResponsibilitiesGuest Experience & Service Excellence
- Deliver outstanding customer service and ensure every guest receives a warm, professional, and personalised experience.
- Handle VIP arrivals, special requests, guest feedback, and complaint resolution promptly and effectively.
- Maintain exceptional front-of-house presentation and service standards at all times.
- Ensure smooth guest check-in and check-out procedures while maximising guest satisfaction.
- Build strong relationships with repeat guests, corporate clients, wedding parties, and event organisers.
Team Leadership & Management
- Lead, motivate, and supervise a team of 6 reception and guest relations staff.
- Manage staff rotas, holiday planning, shift allocation, and daily task delegation.
- Conduct onboarding, training, coaching, and performance reviews to maintain high team performance.
- Foster a positive, professional, and collaborative working environment.
- Support recruitment and retention of front office team members.
Operations & Administration
- Oversee daily reception operations, reservations support, and front office administration.
- Ensure accurate handling of bookings, billing, cash management, and reporting procedures.
- Monitor occupancy levels, guest requests, and operational priorities to ensure smooth service delivery.
- Coordinate closely with housekeeping, events, food & beverage, and maintenance teams.
- Maintain compliance with health & safety procedures, company policies, and GDPR standards.
Sales & Revenue Support
- Upsell rooms, packages, and hotel services where appropriate.
- Assist with group bookings, weddings, conferences, and event guest coordination.
- Support management with reporting, forecasting, and service improvement initiatives.
Requirements
- Previous experience in a Reception Manager, Front Office Manager, or Guest Relations leadership role within hospitality.
- Strong leadership experience managing and developing teams.
- Excellent communication and interpersonal skills.
- Ability to remain calm and professional in a fast-paced environment.
- Strong organisational and problem-solving abilities.
- Experience using hotel booking or PMS systems preferred.
- Flexible approach to working hours, including evenings and weekends when required.
- High standards of professionalism, presentation, and attention to detail.
Desirable
- Experience within a luxury hotel, wedding venue, or events-focused property.
- Knowledge of hospitality revenue management and guest satisfaction systems.
- First aid or hospitality-related qualifications beneficial.
What We Offer
- Competitive salary
- Career progression opportunities
- Staff discounts and benefits
- Supportive management team
- Opportunity to work within a prestigious hospitality venue
- Training and development opportunities
Ideal Candidate
You will be a confident and approachable hospitality professional who leads by example and takes pride in delivering exceptional guest experiences. You will have the ability to inspire your team, manage operations efficiently, and ensure every visitor to Carberry Tower receives first-class service.
Pay: From £30,000.00 per year
Benefits:
- Free parking
- On-site parking
Ability to commute/relocate:
- Musselburgh EH21 8PY: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- What PMS systems have you previously used ?
Experience:
- Reception: 3 years (preferred)
- Management: 3 years (preferred)
Work Location: In person
