Reception & Guest Relations Manager

Job description

​​​​​​​We are recruiting a Reception and Guest Relations Manager, to join the dynamic team at Market Street hotel.

About the Role:

As a key member of the management team, you’ll bring local knowledge, passion, and proven experience in leading and developing a reception and concierge team. Part of the Rooms Division, you’ll oversee the operational management of reception, concierge, and night teams. You’ll play a vital role in developing and implementing our service standards, shaping the guest experience, building relationships with local suppliers. You’ll work closely with housekeeping and maintenance ensure the hotel operation run smoothly.

You’ll also work closely with the Revenue Manager and Commercial Team, applying your strong commercial understanding to maximise occupancy and revenue.

You’ll have prior experience in HR practices, including recruitment, training, and staff development, and be confident in providing constructive performance feedback and handling disciplinary matters when required.

This hands-on role will see you act as a true local ambassador and the face of the hotel; motivating your team to deliver exceptional hospitality, providing on-the-job training, and helping to create lasting memories for our guests.

Who We're Looking For:

You’ll have a creative personality, a naturally warm manner, and an abundance of positivity. You’ll give every guest a heartfelt welcome and demonstrate a genuine passion for hospitality and outstanding service.

You’ll have:

• Strong communication, leadership, and organisational skills
• Impeccable personal presentation
• A collaborative, team-oriented approach that encourages your team's personal growth and development through coaching and training
• Prior HR experience, including recruitment, staff development, and handling disciplinary matters
• Proven managerial experience in a quality 4 or 5-star front-of-house environment

This role includes weekend shifts, and additional hours may be required during peak periods and bank holidays.

Duties and Responsibilities:

As a key member of the management team, you’ll work closely with all managers in the hotel to drive continuous improvement. You’ll manage payroll, people and you will have the ability to train and develop your team, enabling them to take ownership and resolve any guest challenges.

• Oversee the daily operation of the Front of House team, including Reception, Concierge, and Night teams
• Coordinate with Housekeeping and Maintenance to ensure seamless operations
• Personally cover reception shifts when required, maintaining a visible and supportive presence
• Ensure team members are briefed daily, aware of arrivals, special occasions, and guest preferences; taking a proactive approach to any special arrangements needed. 
• Handle guest feedback, complaints, and special requests promptly and professionally
• Use your strong local knowledge to help create memorable guest experiences
• Analyse guest feedback, evaluate levels of guest fulfilment and monitor industry trends. Develop and integrate new ideas into team’s service to enhance experiences.
• Create rotas, manage team holidays and special requests
• Manage payroll and departmental budgets effectively
• Continually strive to improve the performance and effectiveness of the Front of House team
• Lead and develop your team through on-the-job training, motivation, setting team targets, appraisals, conducting performance reviews and setting role specific objectives.
• Collaborate with Reservations and Accounts to ensure smooth guest journeys from booking to billing
• Ensure compliance with hotel security, fire regulations and all health and safety legislation, take part in bi-annual Committee meetings.
• Remain calm and focused under pressure, thinking quickly to resolve challenges
• Act as Duty Manager when required and support with new team member training
• Provide training to the new team members, aligned with company’s vision and mission.
• You will report directly to the Operations Manager and complete Period End reports for the General manager