Reception Manager

HLG-Front Office; Horley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A 4-star hotel in Horley is searching for a Reception Manager to lead the Front Office team, ensuring excellent service and exceeding guest expectations. Responsibilities include managing and inspiring the team to enhance guest feedback scores and implementing sales policies. Candidates should have proven leadership skills, strong communication abilities, and experience in a similar role. This is an opportunity to join a growing organization with career progression and development potential.

Benefits

Competitive salary

20 days holiday

Free meals on duty

Discounted employee rates

Food and beverage discounts

Employee assistance programme

Qualifications

• Strong leadership and motivational abilities.
• Excellent attention to detail and drive to maintain high standards.
• Proven experience of managing, coaching, and developing teams.

Responsibilities

• Lead the Front Office team to ensure excellent service.
• Manage and inspire the team to improve guest feedback scores.
• Implement sales and marketing policies as defined.

Skills

Leadership

Communication skills

Motivational abilities

Organisational skills

Tools

Opera PMS

Microsoft Office

Job description

About us...

Connected to Gatwick South terminal, Hilton London Gatwick has 821 bedrooms and an exciting selection of restaurants and bars, including a Japanese Steakhouse. The hotel has a fitness centre and 23 meeting rooms that can host large conferences.

A bit about what you will do...

Reception Managers in our stylish hotel, ensure the service provided by the reception team is consistently, excellent, exceeding guests’ expectations throughout their stay.

• Lead the Front Office team, fostering team dynamics to ensure the team remain focused on meeting guests needs and brand standards.
• Manage and inspire the team to achieve maximum guest feedback scores and to increase revenue potential through upselling and promotions.
• Implement sales, marketing and rates policies as defined by the Revenue Manager.
• Deal with any guest concerns promptly, attentively and efficiently.
• Encourage the team to develop and maintain strong relationships with other departments to ensure a seamless guest experience.
• Coach, train, and support the team to provide consistently high standards, while continually looking to improve.
• Manage rotas, timesheets and holiday entitlements, considering occupancy and any large group movements, especially those with early or late arrivals and departures.
• Manage and oversee all groups and delayed flight arrivals and associated administration.

More about you...

• Strong leadership and motivational abilities.
• Excellent attention to detail and drive to maintain high standards.
• Strong communication, interpersonal and organisational skills.
• Proven experience of managing, coaching and developing teams.
• Approachable and positive manner with a “can do” attitude.
• Ability to use initiative in challenging situations and under pressure.
• Ability to work in a fast‑paced environment and handle multiple tasks simultaneously.
• A smart and professional appearance.
• Proven track record in a similar position within a 4-star hotel.
• Good working knowledge of Opera PMS and Microsoft Office.
• High standard of English, both written and spoken.

What’s in it for you…

• Competitive salary
• Holiday – 20 days holiday, enhanced after 5 years of service.

But there’s more...

• Free meals on duty.
• Discounted employee friends & family rates at Arora Hotels.
• Food and beverage discounts.
• Christmas gifts and employee parties.
• Introduce a friend scheme.
• Cycle 2 work scheme.
• UK attraction discounts @ Merlin Entertainments.
• Taste card.
• Life assurance scheme.
• Wage stream.
• Employee assistance programme.
• Arora star employee recognition.
• Long service recognition award.

Grow with us...

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.