Reception Manager

Hilton London Gatwick; Horley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A renowned hotel in England is seeking a Reception Manager to lead the front office team and ensure exceptional guest service. Responsibilities include managing guest feedback, upselling services, and fostering team development. The ideal candidate will have strong leadership experience in a 4-star hotel and exceptional communication skills. Competitive salary and benefits are offered, along with opportunities for career growth within the organization.

Benefits

Competitive salary

20 days holiday

Free meals on duty

Employee discounts

Life assurance scheme

Employee assistance programme

Qualifications

• Proven leadership experience in a 4-star hotel environment.
• Strong communication in English, both written and spoken.
• Ability to work in a fast-paced environment.

Responsibilities

• Lead the Front Office team to meet guests’ needs and brand standards.
• Manage guest feedback scores and promote revenue through upselling.
• Deal with guest concerns promptly and efficiently.

Skills

Leadership skills

Attention to detail

Communication skills

Interpersonal skills

Organizational skills

Problem-solving

Initiative

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.
• 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.