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Reception and Reservations Manager


As Reservations & Reception Manager you will take full responsibility for ensuring the smooth operation of the small and friendly reservations and reception team. You must deliver high standards of service at all times to create fantastic memories for our guests and strongly lead by example.

You will manage the department and be responsible for developing and implementing front office procedures, whilst continuously developing the skills and capabilities of your team and be committed to ensure that every team member feels valued and engaged.

You and your team will be expected to process a high demand of accommodation requests daily by email, telephone and via third party sites. Whilst doing so you must ensure accuracy and efficiency in all individual, group and tour reservations, processing details accordingly and in line with hotel procedures to the highest standards.

Basic responsibilities will include;

  • Managing and supporting the team both on a 1:1 and team basis
  • Processing Individual reservations, residential groups and tours
  • Overseeing all rates on OPERA, via third parties, including close outs
  • Developing and creating procedures to improve work quality
  • Organising and delivering training
  • Communicating with all departments to ensure the best guest experience from pre-arrival to departure
  • Preparing the departmental rota around the needs of the business
  • Ensuring the delivery of high standards
  • Dealing with any guest issues in the first instance

The ideal candidate will have;

  • Motivation and passion for the hotel industry
  • A minimum of two years’ experience as a Reservationist, Reception Supervisor, Senior Receptionist or Reception Manager in a similar property
  • Outstanding IT skills with an extensive knowledge of OPERA, MyFidelio and Resdiary
  • Good knowledge and awareness of OTAs, rate codes and promotional rates
  • An Energetic, positive and outgoing personality able to act as an excellent role model, always strongly

leading by example

  • Ability to work and thrive under pressure, whilst staying calm and collected and at all times being

a calming influence on your team

  • Excellent guest service skills with a background of exceeding and maintaining the guests' expectations
  • Excellent social and communication skills
  • High personal presentation and grooming standards
  • Flexibility
  • Fluency in English, both written and spoken
  • A driving licence and their own transport

Salary £25,000 - £28,000 per annum, depending on experience, based on 40 hours per week, includes weekends and shifts. 28 days holiday. Uniform provided. Meals on duty. Discounted hotel stays. Discounted Spa access and treatments.