Assistant Reception Manager - Lates

The Belfry Hotel & Resort; Sutton Coldfield; On-site; GBP 25,000 - 28,000; Full time

Job summary

A luxury hotel and resort in Sutton Coldfield is seeking an Assistant Reception Manager to oversee night operations and ensure exceptional guest service. The ideal candidate should have prior reception management experience, strong leadership skills, and the ability to handle guest feedback effectively. Competitive salary with opportunities for development and wellness benefits.

Benefits

Discounted gym memberships

In-house training

Annual awards and recognition

Qualifications

• Strong leadership and decision-making abilities.
• Excellent communication and customer service skills.
• Ability to remain calm under pressure.

Responsibilities

• Supervise and mentor the reception team.
• Handle guest complaints and feedback.
• Produce rotas based on business needs.

Skills

Leadership skills

Customer service

Communication

Job description

The Belfry Hotel & Resort is an award-winning hotel, home to 300+ luxurious bedrooms and suites, several restaurants and bars, events and meetings spaces, a leisure club and spa. Our three golf courses, including The Brabazon, are recognised as world-class, and home to this year’s Betfred British Masters.

The Belfry has undergone a major expansion and renovation with an investment of over £80 million, marking a new and exciting chapter in our history. The resort has been transformed with the addition of The Masters Suite, a stunning new event space, 149 additional bedrooms, a state-of-the-art leisure club and a host of other enhancements that elevate the Belfry experience like never before.

We believe in taking care of our team just as much as we do our guests. That's why we were named in the 2024 Caterer’s Top 30 Best Places to Work, as well as Springboard’s 2024 Best Employer.

Salary

The on-target earning potential for this role is a £27,040.20 annual salary, comprising a base salary of £25,813.00 supplemented by an estimated £1,227.20 in gratuities per annum, ensuring a rewarding compensation package.

Reception & Guest Services

The Reception and Guest Services team ensures exceptional service for every guest, welcoming over 300 daily check-ins and outs. With outstanding customer service, they exceed expectations by assisting with procedures, providing information, and addressing concerns.

About The Role

• Days Off: Sunday & Monday
• Night Shifts (22:30pm-7am): Friday & Saturday
• Additional Cover (22:30pm-7am): Provide cover for the night team shifts to cover holidays
• Evening/Late Shifts: Tuesday, Wednesday, and Thursday (5pm-2am, timing subject to confirmation)

The Assistant Reception Manager – Lates is responsible for supporting the Reception Manager and Night Operations Manager in overseeing all night operations, ensuring smooth running of the property, maintaining excellent guest service standards, and providing leadership to the Reception and Night Team.

Your Duties Will Include

• Supervising, training and mentoring supervisors and receptionists to ensure exceptional guest journey at all times
• Ensuring smooth handling of guest issues and complaints
• Producing rotas according to business levels
• Following up queries where necessary on behalf of receptionists and shift leaders
• Performance management of the front office team, including job appraisals, observations, and identifying training requirements
• Providing excellent service to each and every guest
• Controlling departmental costs
• Assisting with purchasing and stock control
• Monitoring and reviewing guest feedback
• Assisting Reception Manager with all duties
• Completing Duty Manager shifts
• Assisting in the departmental hiring process

About You

Previous reception experience within a large hotel environment in a management role would be ideal. We are looking for candidates who have:

• Strong leadership and decision-making abilities
• Excellent communication and customer service skills
• The ability to remain calm and professional under pressure
• Sound knowledge of hotel operations and night audit processes
• A strong attention to detail and problem-solving skills

Belfry Benefits

Learning & Development

We inspire and develop our team through on-the-job coaching & mentoring, in-house training and provide access to our online learning platform, The Belfry Campus.

Wellness

We prioritise your wellbeing with discounted gym memberships and wellness programmes for personal growth.

Showing Our Appreciation

We appreciate our team with our annual Belfry Awards, long service recognition, and extra holidays for loyalty and team events.

Making a difference

We are committed to sustainability and are proud of our Silver Award from Green Tourism and GEO Certification.

Our Values

Working here is more than ‘just a job’: we are a community that values each individual’s contribution and growth, whilst supporting each other’s success - regardless of department or role.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.