Assistant Reception Manager

Hand Picked Hotels; Newbridge; On-site; GBP 33,000 - 42,000; Full time

Benefits offered by this job

Service charge share

Holiday entitlement

Free parking

Wellbeing support

Company pension

Discount platform

Discounted stays

Loyalty awards

Introduction bonus

Recognition awards

Job summary

Hand Picked Hotels is seeking a passionate Assistant Reception Manager for Norton House Hotel & Spa, near Edinburgh. You will lead the Front Office team, support the Reception Manager, and ensure exceptional guest experiences with calm leadership.

The role is full-time, 40 hours weekly, five days out of seven, with a competitive £16.00 per hour plus service charge. Norton House offers a welcoming culture, training, and benefits including parking, holidays, pension, and wellbeing support.

Qualifications

• Previous experience in a Reception Supervisor, Assistant Reception Manager, or similar Front Office leadership role is essential.
• Experience in a 4- or 5-star hotel environment and knowledge of Opera PMS would be advantageous.
• Proven experience leading, coaching and developing teams to deliver department goals.
• Passion for delivering exceptional guest experiences and high-quality, personalised service.

Responsibilities

• Support day-to-day running of the Front Office and deliver an exceptional guest experience.
• Lead by example, develop the reception team and ensure service standards are maintained.
• Oversee daily operations, handle guest enquiries and resolve issues efficiently.
• Undertake Duty Manager shifts and support smooth hotel operations.
• Maximise room upgrade revenue and drive add-on sales at reception.

Skills

Leadership

Customer service

Team coaching

Guest experience

Tools

Opera PMS

Job description

Hand Picked Hotels

Assistant Reception Manager - Norton House Hotel & Spa

Location: Newbridge, Scotland, EH28 8LX

Salary: Starting at £16.00 per hour + service charge + excellent colleague benefits

Job Type: Full-time | Permanent | 5 days out of 7

Come and join our Team...

We're looking for a passionate and guest-focused Assistant Reception Manager at Norton House Hotel & Spa, part of Hand Picked Hotels.

Nestled in the peaceful countryside just minutes from Edinburgh, Norton House Hotel & Spa combines classic Scottish charm with contemporary luxury. Our historic 19th-century manor house is renowned for exceptional service, beautiful surroundings, and unforgettable guest experiences.

Whether you're welcoming guests, preparing incredible food, keeping our spaces pristine, or supporting behind the scenes, your role will help shape these memorable moments. You'll join a supportive, friendly team where your ideas are valued, your development is encouraged, and no two days are the same.

As a member of our team, you will help create unforgettable moments for guests as they explore our tranquil parkland, celebrate special events, and enjoy our personalised service, with an emphasis on service excellence & consistency.

At Norton House Hotel & Spa, it's not just about delivering excellence to our guests, it's about creating a workplace where people are proud to belong. If you're motivated, enthusiastic, and ready to make a difference, we'd love to hear from you.

What will the role involve?

As Assistant Reception Manager you will support the day-to-day running of the Front Office department and help deliver an exceptional guest experience. Working closely with the Reception Manager, you'll lead by example, support and develop the reception team, and ensure service standards are consistently maintained.

You'll assist with overseeing daily operations, handling guest enquiries and resolving issues efficiently, while helping to create a positive and engaging team culture. Working collaboratively with other departments, you'll contribute to a smooth guest journey, maintain a safe and welcoming environment, and support the achievement of operational and commercial objectives, including maximising room upgrade revenue and driving add-on sales at reception.

As part of the role, you'll also undertake Duty Manager shifts, acting as a key point of contact for guests and colleagues across the hotel, making confident decisions and ensuring smooth operations when on duty.

Most importantly, you'll have a genuine passion for hospitality, excellent leadership skills, and a commitment to delivering outstanding service every day.

This is a full-time role working 5 days out of 7 including weekends on a rota basis, 40 hours per week, which may vary depending on business.

Flexible working hours can be accommodated where possible.

What's in it for you?

• A competitive hourly rate of £16.00 with incremental pay reviews based on recognition of commitment and performance, plus a share of service charge.
• A welcoming, inclusive culture where long-term friendships and diversity are celebrated.
• Ongoing career development with in-house and external training, including apprenticeships and industry-recognised courses.
• 28 days holiday per year including bank holidays, increasing to 33 days including bank holidays with length of service.
• Uniform and meals on shift provided.
• Free onsite parking (where applicable).
• Access to wellbeing support through our Employee Assistance Programme.
• Company pension, enhanced sick pay & Life assurance scheme.
• Online retail discount platform offering thousands of savings with high street retailers and restaurants as well as a health and well-being platform.
• Discounted stays in our hotels and on food, drink, spa treatments & products.
• Annual loyalty awards (like afternoon teas and overnight stays).
• Introduction bonus for new colleague recommendations.
• Colleague of the Month awards, which leads to our annual awards ceremony.
• Regular team gatherings and appreciation events.

Are you Hand Picked?

• We are looking for proactive and enthusiastic candidates that have a willing attitude and a welcoming and friendly nature. We thrive on excelling together to ensure as a team we deliver service, excellence and consistency, fostering a culture of collaboration, partnership & teamwork.
• You will have passion and pride in delivering exceptional, high-quality, personalised service to ensure our guests experiences are memorable.
• Previous experience in a Reception Supervisor, Assistant Reception Manager, or similar Front Office leadership role is essential. Experience within a 4 or 5-star hotel environment and knowledge of Opera PMS would be advantageous.
• Proven experience leading, coaching and developing teams, with a passion for motivating colleagues to deliver their best performance and achieve department goals.
• A genuine passion for delivering exceptional guest experiences, with the confidence to handle guest enquiries, resolve issues and exceed expectations.
• Strong commercial awareness, with the ability to maximise room upgrade revenue and promote add-on sales to enhance the guest experience and departmental results.
• Excellent communication and relationship-building skills, with the ability to work collaboratively across departments and build rapport with both guests and colleagues.
• Confident decision-making and problem-solving abilities, with flexibility to undertake Duty Manager shifts and support the smooth operation of the hotel.
• Highly organised, professional and proactive, with a friendly approach and the ability to anticipate guest needs and create memorable stays.

Who we are...

Hand Picked Hotels was founded in 2001 by owner and Chairman, Julia Hands MBE, and today still remains a family-owned group which has 21 unique luxury country houses and coastal retreats, each hand picked for their individuality. Architecturally distinctive and quintessentially British, every hotel boasts an extraordinary location from Scotland to the Channel Islands, offering breathtaking views from vast countryside to expansive beaches, to lush woodlands.

Dedicated to creating unique and enchanting stays, curated personalised service runs through the heart of every hotel. Whilst each hotel is individual, each property fulfils the company values of family, individuality, community and care, with a team commitment to aiming higher and delight their guests with magical experiences that offer a true escape from the every day.

Hand Picked Hotels are committed to protecting the environment for a sustainable future, and all of our hotels have received the 'Green Tourism' accreditation. A Recognition of our progress in reducing energy use and waste, supporting biodiversity, and sourcing responsibly from local and ethical partners.

Hand Picked Hotels is an Equal Opportunities employer. Candidates must be eligible to live and work in the UK.