Reception Manager

Mar Hall Golf & Spa Resort; Bishopton; On-site; GBP 25,000 - 35,000; Full time

Job summary

Mar Hall Golf & Spa Resort is seeking a Reception Manager to oversee the front office team and deliver exceptional customer service. The role entails supervising staff, handling guest relations, and ensuring smooth operational processes in a luxury environment. Ideal candidates should possess strong leadership abilities and prior hotel experience, while enjoying various employee benefits. Join this prestigious resort and contribute to creating unforgettable guest experiences.

Benefits

Hotel Accommodation, Food, Golf & Spa discounts

Friends and family discounts

Recommend a Friend

Free on-site parking

Complimentary use of Leisure Facilities

Employee Assistance Programme

Qualifications

• Experience in a similar role or experienced reception supervisor.
• Essential experience with hotel reception and booking systems.
• Strong communication skills required.

Responsibilities

• Assist in training and development of the reception team.
• Supervise reception operations to ensure service excellence.
• Handle guest inquiries, comments, and complaints efficiently.

Skills

Customer service orientation

Communication skills

Problem solving

Leadership skills

Tools

Front office systems

Booking system

Job description

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Mar Hall is a 5-star resort nestled within 240 acres of private woodland estate on the banks of the River Clyde. Just minutes from Glasgow Airport and 20 minutes from the city centre, the resort blends effortless luxury with a warm, welcoming spirit. Following a multi-million-pound transformation, Mar Hall is evolving into one of the UK's leading leisure and luxury travel destinations.

Our offering includes beautiful bedrooms and suites, a championship golf course, a luxury spa and wellness experience, exceptional dining, and elegant event spaces. With a proud heritage and an exciting new chapter ahead, we are passionate about creating unforgettable guest experiences while investing in our people, our place, and our purpose.

At Mar Hall, you'll join a team driven by excellence, creativity, and genuine hospitality. Whether welcoming guests, preparing first-class cuisine, or helping bring unforgettable events to life, you'll play a valued role in shaping the future of this iconic Scottish resort.

Key responsibilities of the Reception Manager will include:

• To assist the Director of Rooms in the Induction, training and development of the Reception team.
• Supervise reception team, providing training, guidance, and support to ensure excellent service delivery.
• Delivering exceptional levels of customer care and service.
• To be fully conversant with the Hotel's facilities and location in order to respond to guest enquiries.
• Anticipate guests needs wherever possible in order to deliver exceptional quality of service and in turn guest satisfaction.
• To promote a helpful and professional image within the department ensuring full co-operation is given to team members in other departments.
• Check guests in and out and ensuring anyone staying feels right at home and looked after from the minute they are greeted at the door.
• Work closely with the Concierge department and Housekeeping team to ensure all guest requests are adhered to.
• Handling guest comments and complaints, ensuring prompt follow up action as appropriate.
• To be fully conversant with the Hotels Reservations policy and procedures.
• Maximise all sales opportunities, promote sales awareness in the team. Ensure all sales leads are passed on to the Hotel or sales teams as appropriate.
• Report any maintenance problems and check that all matters specifically affecting the guests or health and safety are dealt with promptly.

The Ideal Reception Manager:

• Experience in a similar role or an experienced reception supervisor ready to take on their first management role.
• Experience using front office systems
• Excellent verbal and written communication skills are essential for interacting with customers and team members.
• A strong customer service orientation and the ability to handle customer inquiries and issues professionally.
• Ability to problem solve and address issues as they arise and find effective solutions.
• Leadership skills to supervise and motivate reception team
• Previous experience of working on a hotel reception and using a booking system is essential for this role

Benefits:

• Hotel Accommodation, Food, Golf & Spa discounts
• Friends and family discounts
• Recommend a Friend
• Free on-site parking
• Complimentary use of Leisure Facilities
• Employee Assistance Programme