Reception Manager

Clermont Hotel Group; Luton; On-site; GBP 31,000 - 33,000; Full time

Benefits offered by this job

Discounts & Perks

Refer a Friend bonus

Wage Stream salary access

Gym discounts

Job summary

Clermont Hotel Group is seeking a Reception Manager for Thistle Express Luton to lead a front-of-house team. You will oversee the check-in/check-out process, resolve guest queries, and uphold service quality across shifts.

A strong emphasis on recruiting, training, and developing staff will help the team reach its full potential while you drive sales at the desk. You’ll manage guest satisfaction, mentor colleagues, and foster a collaborative environment that reflects our People Promise and

Qualifications

• Proven ability to lead a hospitality team
• Strong guest service orientation with proactive problem-solving
• Excellent communication and interpersonal skills
• Analytical mindset for sales and performance improvement

Responsibilities

• Oversee smooth check-in/check-out and guest queries
• Recruit, train and develop front-of-house team
• Drive at-desk sales and upsell opportunities
• Maintain high service standards and monitor performance metrics

Skills

Leadership

Guest service

Communication

Detail-orientated

Sales at desk

Team development

Tools

Opera

Job description

Thistle Express Luton

Contract: Full Time

Payment: Salaried

Salary: £31775 per annum

Thistle Express Luton is a 3* hotel aimed at the savvy, value conscious traveller. It is a 152 bedroom hotel with modern design, stylish bedrooms, friendly service and fast, free Wifi. The hotel is in a great, central location, next to The Mall, a 5 minute walk from Luton train station and only 15 minutes from Kenilworth Road Stadium.

What You’ll Be Doing

As Reception Manager, you’ll lead by example, providing excellent guest service and a smooth, efficient check-in/check-out process. Your proactive approach will be key in resolving guest queries and ensuring each interaction reflects our commitment to exceptional hospitality. Beyond guest service, you’ll focus on enhancing team performance through recruiting, training, and ongoing development, helping each team member reach their full potential. Additionally, this role involves a sales component, so you’ll be comfortable driving sales at the desk and empowering your team to do the same.

What You’ll Bring

• Creative, inspiring leadership that motivates and guides the team to deliver exceptional service
• A keen eye for detail to ensure the highest standards at all times
• A deep passion for hospitality and guest satisfaction
• Excellent communication skills, with the ability to connect naturally with guests and team members
• Analytical skills for problem-solving and sales strategy
• Knowledge of Opera is beneficial but not essential

What You’ll Get In Return

As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we’ll take care of you at every step of your journey so that you can take care of our guests.

In fact, we’re so committed to this that our ‘People Promise’ sets out how you can expect us to support you at every step of your application and your career with us. Whether that’s your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.

Career Development & Growth - We’re here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.

Financial Wellbeing – You Work Hard, So We’ll Always Help Your Money Work Hard For You! Some Of The Great Things You Can Take Advantage Of Include

• Wage Stream – You’ll be paid monthly, but have access to your earned salary before payday should you need it
• Discounts & Perks – Savings on 1000’s of retailers, dining, hotel stays, and much more for you and those close to you
• Refer a Friend – Earn up to £1000 when friends join our team
• Interest-Free Loans – Season ticket loans to make commuting easier

Mental & Physical Well-being - We’re here to support your well-being, whenever and wherever you need it.

• On-Site Mental Health First Aiders
• 24/7 Employee Assistance Line – Free, confidential advice
• Be Well Platform – Our Online fitness and wellness resources
• Gym Discounts & Cycle to Work Scheme

Recognition & Community – We’re proud of everything we achieve, so we always celebrate our extraordinary team and culture.

• ‘Wonderful People’ Awards – Monthly, quarterly, and annual recognition
• Social & Seasonal Events – Fun, inclusive celebrations
• People Council – A platform for every voice
• Paid Volunteering Days – Give back to causes close to you

At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.