Front Desk Leader: Guest Experience & Team Coach

Focus Hotels Management Limited; West of England; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

28 days holiday

Stakeholder Pension

Discounted hotel room rates

Ongoing training and development

Job summary

Mercure Holland House Hotel Bristol is seeking a Reception Manager with hospitality experience to lead the Front Desk Team, maintain guest relations, and maximise occupancy.

You will supervise daily operations, coordinate with Reservations, Housekeeping and Maintenance, and act as Duty Manager when required. Excellent grooming and communication are essential for delivering outstanding guest service.

Qualifications

• Previous reception experience in hospitality is essential.
• Excellent customer service and communication skills.
• Strong leadership and ability to motivate a team.
• Calm, efficient under pressure with attention to detail.
• Good IT skills and familiarity with front desk software.
• Willingness to work varied shifts including nights.

Responsibilities

• Supervise daily front desk operations and support the team.
• Deliver outstanding guest relations and promptly handle queries.
• Prepare weekly rotas and cover shifts as needed.
• Oversee the night team when required.
• Coordinate with Reservations, Housekeeping and Maintenance.
• Record and follow up on maintenance issues reported by guests.
• Monitor guest reviews and support service improvements.
• Train and develop reception staff.
• Manage Health & Safety and incident reporting.
• Act as Duty Manager when needed.

Skills

Reception experience

Leadership

Customer service

Communication

IT proficiency

Shift flexibility

Grooming standards

Job description

Mercure Holland House Hotel Bristol is seeking a Reception Manager with hospitality experience to lead the Front Desk Team, maintain guest relations, and maximise occupancy.

You will supervise daily operations, coordinate with Reservations, Housekeeping and Maintenance, and act as Duty Manager when required. Excellent grooming and communication are essential for delivering outstanding guest service.