Assistant Reception/Host Manager

Village Hotels; City of Edinburgh; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Gym Membership

Hotel Stays

Food & Drink Discount

Friends & Family Discount

Village Discounts

Employee Support

Job summary

Village Hotels is seeking a Host Assistant Manager to act as the operational anchor of the lobby, connecting commercial strategy with floor reality. You’ll resolve complex complaints, coach the team to hit upsell targets, and ensure every arrival feels genuinely welcomed.

You will lead frontline operations, translate strategic goals into daily actions, champion the Opera system, and develop the team to sustain outstanding guest experiences across a busy, vibrant environment.

Responsibilities

• The Frontline Leadership: Drive a welcoming desk presence and support the team during peak times, resolving complaints politely and promptly.
• The Commercial Drive: Translate strategy into daily action; coach upsell of Upper Deck rooms and Club Fill nights to hit targets.
• The Systems & Control: Champion Opera system, log special requests, balance guest accounts, and review wage costs with budgets.
• The People Development: Build a supportive culture, help recruit top talent, and benchmark performance with velocity metrics.

Job description

The Role Outline: Your Shift at a Glance

As our Host Assistant Manager, you are the operational anchor of the lobby. You will act as the crucial link between the manager's commercial strategy and the team's reality on the floor. This means stepping in to resolve complex complaints, coaching the team to hit their upsell targets, and ensuring every arrival feels genuinely welcomed.

Why Village?

At Village, we do hospitality a little differently. We are all about personality, genuine connections, and creating great experiences for our guests and each other. That is why we back our teams to be themselves, take ownership, learn new skills, and grow their careers. Previous experience is great, but your attitude and energy matter much more to us. If you are friendly, positive, love working with people, and enjoy being part of a busy team, we will give you all the support, training, and opportunities you need. Because it really does take a Village.

How The Village Thrives?

We live our culture through four simple commitments:

• We Can & We Do: We show up to make a genuine difference and do fantastic work everyday, with purpose.
• We Will: Treat each other with respect and dignity. No ego, no drama. We try our best and look out for each other.
• We Care: We care about our impact on guests, the community, and each other.
  

Your Shift: What You’ll Actually Be Doing

As our Host Assistant Manager, you are the engine of the shift. We trust you to handle:

• The Frontline Leadership: Driving an energetic welcome across the desk. You will step in to support the team during peak times, resolving complaints politely and positively on the spot before they elevate, and ensuring every guest leaves with a great impression.
• The Commercial Drive: Translating the manager's strategy into daily action. You will coach the team to upsell Upper Deck rooms, push for 100% Club Fill nights, and ensure everyone understands how their daily targets impact the hotel's overall budget.
• The Systems & Control: Championing the Opera system to ensure all special requests are logged and guest accounts are perfectly balanced. You will review wage costs using Rota Horizon, investigate discrepancies, and assist in producing accurate budgets.
• The People Development: Fostering a supportive culture where the team wants to perform. You will help recruit top talent, run engaging updates, and benchmark performance using quantifiable application velocity metrics to ensure internal growth is always a priority.
  

How We Succeed Together

We do not micromanage. It takes a village, so we believe in Ownership & Integrity, giving you the autonomy to handle your area and make decisions on the fly. We Empower & Elevate our people. If you want Room to Grow, we provide funded qualifications and internal moves. We constantly Innovate & Progress so we can Inspire Excellence and smash our targets together.

Selling Our Benefits

• Gym Membership: 2 x complimentary gym memberships at your home hotel.
• Hotel Stays: Hotel rooms from £20 across 35 hotels.
• Food & Drink: 50% off food and drink for you and up to 5 guests, plus 75% off Sunday dinner for up to 6 people.
• Friends & Family: 2 friends or family members get 25% off F&B, even when you are not there.
• Retail & Lifestyle: Hundreds of brand discounts via the Village app.
• Support: 24/7 Mental Health support via our Employee Assistance Programme.
  

Think You’ve Got the Right Energy?

We are not looking for perfect CVs, we are looking for great people. If you enjoy leading a fast-paced team and love creating memorable experiences for guests, we want to hear from you. Bring your personality, your drive, and your ambition.