Front Office Leader: Elevate Guest Experience

Recruit Genie; Accrington; On-site; GBP 24,000 - 34,000; Full time

Job summary

Mercure Blackburn is seeking an Assistant Reception Manager to lead the Front Office team and ensure a warm, professional guest journey from arrival to departure. You will supervise reception operations, drive service excellence, and uphold brand standards across daily activities, billing, reservations, and guest communications.

The role emphasizes coaching, team development, and a proactive, calm approach to problem-solving in a busy hotel environment.

Qualifications

• Experience leading a hotel front desk or reception team.
• Strong customer service and problem-solving skills.
• Ability to supervise, motivate and develop a team.
• Excellent written and verbal communication skills.
• Strong organisational and time management abilities.
• Competence with hotel systems and front-office processes.

Responsibilities

• Lead the Front Office team to deliver exceptional customer service and smooth daily operations.
• Oversee check-in/check-out, billing, reservations and guest queries.
• Maintain brand and operational standards and audits.
• Provide coaching and performance management for reception staff.

Skills

Front office leadership

Customer service

Team supervision

Communication skills

Time management

Hotel systems

Tools

Opera/Fourth PMS

Job description

Mercure Blackburn is seeking an Assistant Reception Manager to lead the Front Office team and ensure a warm, professional guest journey from arrival to departure. You will supervise reception operations, drive service excellence, and uphold brand standards across daily activities, billing, reservations, and guest communications.

The role emphasizes coaching, team development, and a proactive, calm approach to problem-solving in a busy hotel environment.