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Reception Manager

Fanhams Hall - Ware, England

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Job Description

The good stuff Hospitality is all about looking after people and we are committed to our people. We work hard to ensure you can enjoy your job and are well rewarded. As well as excellent training, development and progression opportunities, other benefits include:Competitive salary and benefits29 days holiday (increasing with length of service)50% Discount on food and beverage across all Exclusive propertiesReally big discounts of room nights across all Exclusive propertiesHospitality Essential discount platform - giving you access to 1,000+ shopping discounts, cashback deals, and online exercise, wellbeing and finance guidesHospitality Action - Employee Assistance Programme 24/7Meals on duty provided for freeRecognition and rewards schemeAccess to our learning platform including great training and development programs.BCorp member and commitment to improving our People, Product and Planet.In a NutshellWe’re a group of fabulous Hotels set in beautiful countryside and our hotels are full of great people… A great team.We’re seeking a Reception Manager—responsible for leading front desk operations, driving excellent guest experience, and managing our Guest Services team.Main ResponsibilitiesLots to do but lots of funEnsure outstanding front‑of‑house performance by:Exceeding guest expectations across all reception and front‑of‑house operations, with a strong visible presence to engage and support guests.Maintaining and updating guest profiles to enable personalised experiences upon return visits Managing challenging in‑house guest situations, logging feedback and coordinating follow‑up action with the team Supervising, training, monitoring, and developing reception staff to uphold service excellence and performance standardsPromoting hotel services and upselling opportunities—room upgrades, food & beverage, amenitiesOverseeing cash and key security, daily banking, adjustments, and account reconciliations to protect revenue Controlling pending accounts, credit checks, limits, corrections, and adjustments following company policiesManaging room allocations to ensure optimal usage and prevent wear‑and‑tear of furnishings.The Ideal CandidateAre You Right for the Role?Proven management experience in a hotel front office environment, ideally within luxury or high-end establishmentsProficient in Property Management Systems (e.g., HART, Opera) and Microsoft Office (Word, Excel, Outlook)Strong leadership and team development skills, with experience supervising and mentoring staff Excellent communication and problem-solving abilities; adept at complaint handling both verbally and in writing Ability to remain calm under pressure, multitask and make effective decisions in real-timeExperience fulfilling Duty Manager responsibilities—covering shifts, operational decisions, and guest escalation support

Created: 2025-08-03

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