Reception Manager

Harri; England; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Excellent rates of pay

Growth within luxury hotel collection

Supportive working environment

Career progression opportunities

Leadership impact on guest experience

Employee benefits and discounts

Job summary

The NICI Collection Bournemouth is seeking an experienced Reception Manager to lead the Front Office team and ensure guest satisfaction from arrival to departure.

You will drive service standards, manage allocations and upsell hotel facilities, working with other departments to deliver seamless experiences across our luxury hotel group.

Qualifications

• Previous experience in a Reception Manager, Front Office Manager or supervisory role within a hotel.
• Strong leadership skills, with the ability to motivate, develop and inspire a team.
• Excellent communication and interpersonal skills, with a confident and professional approach.
• Highly organised, with the ability to manage competing priorities in a fast-paced environment.
• A proactive and solutions-focused approach, with the confidence to handle guest concerns and make decisions.
• Strong attention to detail and a commitment to maintaining high standards.
• Commercially aware, with an understanding of upselling, room revenue and departmental performance.
• Highly organized with competing priorities in a fast-paced environment.
• Proactive, solutions-focused and decisive when handling guest concerns.
• Attention to detail and high standards in service.
• Commercial awareness: upselling, room revenue and performance.

Responsibilities

• Lead, motivate and develop the Reception team, creating a positive, professional and guest-focused working environment.
• Oversee the day-to-day operation of the Front Office, ensuring the department runs smoothly and efficiently at all times.
• Deliver exceptional guest experiences, ensuring all guests receive a warm welcome and outstanding service throughout their stay.
• Manage guest feedback, complaints and requests professionally and efficiently, ensuring issues are resolved promptly and effectively.
• Ensure all check-in and check-out procedures are completed accurately and efficiently, maintaining high standards of service.
• Maintain excellent communication with all departments, including Housekeeping, Food & Beverage, Spa and Maintenance, to ensure a seamless guest experience.
• Oversee room allocations, reservations, VIP arrivals and special guest requests, ensuring attention to detail at every stage.
• Support revenue generation through effective upselling, room upgrades and the promotion of hotel facilities and services.
• Monitor departmental performance, guest satisfaction and operational standards, identifying opportunities for continuous improvement.
• Manage team rotas, attendance, training and performance, ensuring appropriate staffing levels and effective use of resources.
• Ensure all team members are fully trained in hotel systems, procedures, health and safety and service standards.
• Maintain accurate records, cash handling procedures and reception administration, ensuring compliance with company policies.
• Lead by example, promoting a culture of accountability, teamwork and exceptional hospitality.

Skills

Leadership

Communication

Guest service

Organisational skills

Upselling

PMS systems

Microsoft Office

PMS experience

MS Office

Flexible shifts

Tools

Hotel PMS

Microsoft Office

Job description

About THE NICI Collection

THE NICI Collection is a luxury lifestyle hotel group inspired by some of the world's most iconic destinations, bringing exceptional hospitality, outstanding food and drink, and unforgettable guest experiences to some of the UK's most desirable locations.

What began with THE NICI Bournemouth, our original flagship hotel inspired by Miami's South Beach, has grown into a collection of distinctive hotels, each offering its own unique personality, style and experience.

With properties in Bournemouth, the New Forest and Newquay, we are passionate about creating exceptional guest experiences, delivering outstanding service and building a team of talented people who share our vision.

THE NICI Bournemouth is a luxury seaside resort that combines laid-back Miami glamour with exceptional hospitality. Featuring 92 beautifully designed bedrooms, South Beach Restaurant & Bar, Old Harry Rocks, a spa, cinema, terrace and a 30-metre heated outdoor pool, we offer our guests a truly memorable escape on the Dorset coast.

The Role

We are looking for an experienced, passionate and hands-on Reception Manager to lead our Front Office team at THE NICI Bournemouth.

As Reception Manager, you will be responsible for ensuring the smooth and efficient running of the reception department, delivering exceptional guest service and creating a warm, welcoming and memorable first impression for every guest.

You will lead, motivate and develop the reception team, ensuring that service standards are consistently maintained and that every guest receives a personalised and seamless experience from arrival through to departure.

Working closely with the wider hotel management team, you will play a key role in driving guest satisfaction, maximising revenue opportunities and ensuring the reception department operates efficiently and professionally at all times.

Key Responsibilities

• Lead, motivate and develop the Reception team, creating a positive, professional and guest-focused working environment.

• Oversee the day-to-day operation of the Front Office, ensuring the department runs smoothly and efficiently at all times.

• Deliver exceptional guest experiences, ensuring all guests receive a warm welcome and outstanding service throughout their stay.

• Manage guest feedback, complaints and requests professionally and efficiently, ensuring issues are resolved promptly and effectively.

• Ensure all check-in and check-out procedures are completed accurately and efficiently, maintaining high standards of service.

• Maintain excellent communication with all departments, including Housekeeping, Food & Beverage, Spa and Maintenance, to ensure a seamless guest experience.

• Oversee room allocations, reservations, VIP arrivals and special guest requests, ensuring attention to detail at every stage.

• Support revenue generation through effective upselling, room upgrades and the promotion of hotel facilities and services.

• Monitor departmental performance, guest satisfaction and operational standards, identifying opportunities for continuous improvement.

• Manage team rotas, attendance, training and performance, ensuring appropriate staffing levels and effective use of resources.

• Ensure all team members are fully trained in hotel systems, procedures, health and safety and service standards.

• Maintain accurate records, cash handling procedures and reception administration, ensuring compliance with company policies.

• Lead by example, promoting a culture of accountability, teamwork and exceptional hospitality.

About You

• Previous experience in a Reception Manager, Front Office Manager or supervisory role within a hotel environment.

• A genuine passion for hospitality and delivering exceptional guest experiences.

• Strong leadership skills, with the ability to motivate, develop and inspire a team.

• Excellent communication and interpersonal skills, with a confident and professional approach.

• Highly organised, with the ability to manage competing priorities in a fast-paced environment.

• A proactive and solutions-focused approach, with the confidence to handle guest concerns and make decisions.

• Strong attention to detail and a commitment to maintaining high standards.

• Commercially aware, with an understanding of upselling, room revenue and departmental performance.

• Comfortable using hotel property management systems and Microsoft Office.

• Flexible and willing to work shifts, including weekends and bank holidays, in line with the needs of the hotel.

What We Offer

• Excellent rates of pay.

• The opportunity to work within a growing luxury hotel collection.

• A supportive and dynamic working environment.

• Opportunities for career progression and development across THE NICI Collection.

• The opportunity to lead a team and make a real impact on the guest experience.

• Employee benefits and discounts across THE NICI Collection.

Compensation: To be discussed