Reception Manager

The NICI Lymington; Pennington; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Service charge

Staff discounts

Career development

Meals on duty

Training & leadership

Supportive environment

Job summary

THE NICI Collection is seeking an experienced Reception Manager to lead our Front Office team and deliver an exceptional guest experience from arrival to departure in a luxury setting.

You will recruit, develop, and motivate the reception team, drive service excellence, and collaborate across departments to ensure a seamless guest journey while maintaining brand standards. A strong focus on revenue opportunities and staff development is essential.

Qualifications

• Experience as Reception Manager or senior Front Office leader within a hotel environment.
• Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.
• Passion for delivering exceptional guest experiences in a luxury hospitality environment.
• Outstanding communication, organisational, and problem-solving skills.
• Strong commercial awareness with an understanding of revenue opportunities and operational performance.
• Calm, professional, and confident in a fast-paced environment.
• Excellent attention to detail and commitment to maintaining the highest service standards.
• Experience using hotel property management systems is essential.

Responsibilities

• Lead the day-to-day operation of the Front Office, ensuring exceptional guest service at every touchpoint.
• Recruit, train, coach, and develop the reception team to deliver consistently outstanding performance.
• Foster a positive, engaging, and high-performing team culture.
• Ensure smooth and efficient check-in and check-out procedures.
• Handle guest feedback, enquiries, and complaints with professionalism, resolving issues promptly and effectively.
• Monitor reception performance, implementing improvements to maximise guest satisfaction and operational efficiency.
• Prepare departmental rotas, manage staffing levels, and control labour costs.
• Ensure all reservations, billing, cash handling, and administrative procedures are completed accurately.
• Work closely with Housekeeping, Reservations, Food & Beverage, Maintenance, and other departments to ensure a seamless guest journey.
• Maintain full compliance with company policies, health and safety procedures, and brand standards.
• Drive upselling opportunities and maximise revenue through effective room allocation and guest engagement.
• Produce departmental reports and contribute to operational meetings and business planning.

Skills

Leadership

Guest service

Communication

Problem-solving

Commercial awareness

Team development

Attention to detail

Tools

Opera PMS

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 an exciting collection of destination-led properties. In June 2026, the collection expanded with the opening of THE NICI Newquay, inspired by Italy's Amalfi Coast, and THE NICI New Forest, inspired by the luxury and charm of the Hamptons.

This is just the beginning of our growth journey, and we're looking for talented individuals who want to build their careers with an ambitious and expanding hospitality brand.

The Role

We are seeking an experienced, inspiring, and guest-focused Reception Manager to lead our Front Office team. As the face of the hotel, you will be responsible for delivering an exceptional guest experience from arrival to departure, ensuring the reception operation runs efficiently while maintaining the highest standards of luxury hospitality.

You will lead, motivate, and develop the reception team, driving service excellence, operational efficiency, and team performance while working collaboratively with all hotel departments.

Key Responsibilities

• Lead the day-to-day operation of the Front Office, ensuring exceptional guest service at every touchpoint.
• Recruit, train, coach, and develop the reception team to deliver consistently outstanding performance.
• Foster a positive, engaging, and high-performing team culture.
• Ensure smooth and efficient check-in and check-out procedures.
• Handle guest feedback, enquiries, and complaints with professionalism, resolving issues promptly and effectively.
• Monitor reception performance, implementing improvements to maximise guest satisfaction and operational efficiency.
• Prepare departmental rotas, manage staffing levels, and control labour costs.
• Ensure all reservations, billing, cash handling, and administrative procedures are completed accurately.
• Work closely with Housekeeping, Reservations, Food & Beverage, Maintenance, and other departments to ensure a seamless guest journey.
• Maintain full compliance with company policies, health and safety procedures, and brand standards.
• Drive upselling opportunities and maximise revenue through effective room allocation and guest engagement.
• Produce departmental reports and contribute to operational meetings and business planning.

About You

• Previous experience as a Reception Manager or senior Front Office leader within a hotel environment.
• Proven leadership experience with the ability to inspire, motivate, and develop high-performing teams.
• Passion for delivering exceptional guest experiences in a luxury hospitality environment.
• Outstanding communication, organisational, and problem-solving skills.
• Strong commercial awareness with an understanding of revenue opportunities and operational performance.
• Calm, professional, and confident in a fast-paced environment.
• Excellent attention to detail and commitment to maintaining the highest service standards.
• Experience using hotel property management systems is essential.
• Flexible approach to working shifts, including evenings, weekends, and bank holidays when required.

What We Offer

• Competitive salary plus service charge.
• Staff discounts across THE NICI Collection.
• Career development opportunities within a growing luxury hospitality brand.
• Meals on duty.
• Ongoing training and leadership development.
• A supportive and collaborative working environment.

Join THE NICI Collection and be part of an exciting growth story where exceptional hospitality, great people, and memorable experiences are at the heart of everything we do. If you are passionate about luxury hospitality and have the leadership skills to inspire exceptional service, we would love to hear from you.

Compensation: To be discussed