Luxury Front Office Manager - Guest Experience Leader

The NICI Lymington; Pennington; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Service charge

Staff discounts

Career development

Meals on duty

Training & leadership

Supportive environment

Job summary

THE NICI Collection is seeking an experienced Reception Manager to lead our Front Office team and deliver an exceptional guest experience from arrival to departure in a luxury setting.

You will recruit, develop, and motivate the reception team, drive service excellence, and collaborate across departments to ensure a seamless guest journey while maintaining brand standards. A strong focus on revenue opportunities and staff development is essential.

Qualifications

• Experience as Reception Manager or senior Front Office leader within a hotel environment.
• Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.
• Passion for delivering exceptional guest experiences in a luxury hospitality environment.
• Outstanding communication, organisational, and problem-solving skills.
• Strong commercial awareness with an understanding of revenue opportunities and operational performance.
• Calm, professional, and confident in a fast-paced environment.
• Excellent attention to detail and commitment to maintaining the highest service standards.
• Experience using hotel property management systems is essential.

Responsibilities

• Lead the day-to-day operation of the Front Office, ensuring exceptional guest service at every touchpoint.
• Recruit, train, coach, and develop the reception team to deliver consistently outstanding performance.
• Foster a positive, engaging, and high-performing team culture.
• Ensure smooth and efficient check-in and check-out procedures.
• Handle guest feedback, enquiries, and complaints with professionalism, resolving issues promptly and effectively.
• Monitor reception performance, implementing improvements to maximise guest satisfaction and operational efficiency.
• Prepare departmental rotas, manage staffing levels, and control labour costs.
• Ensure all reservations, billing, cash handling, and administrative procedures are completed accurately.
• Work closely with Housekeeping, Reservations, Food & Beverage, Maintenance, and other departments to ensure a seamless guest journey.
• Maintain full compliance with company policies, health and safety procedures, and brand standards.
• Drive upselling opportunities and maximise revenue through effective room allocation and guest engagement.
• Produce departmental reports and contribute to operational meetings and business planning.

Skills

Leadership

Guest service

Communication

Problem-solving

Commercial awareness

Team development

Attention to detail

Tools

Opera PMS

Job description

THE NICI Collection is seeking an experienced Reception Manager to lead our Front Office team and deliver an exceptional guest experience from arrival to departure in a luxury setting.

You will recruit, develop, and motivate the reception team, drive service excellence, and collaborate across departments to ensure a seamless guest journey while maintaining brand standards. A strong focus on revenue opportunities and staff development is essential.