Reception Manager

Focus Hotels Management Limited; West of England; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

28 days holiday

Stakeholder Pension

Discounted hotel room rates

Ongoing training and development

Job summary

Mercure Holland House Hotel Bristol is seeking a Reception Manager with hospitality experience to lead the Front Desk Team, maintain guest relations, and maximise occupancy.

You will supervise daily operations, coordinate with Reservations, Housekeeping and Maintenance, and act as Duty Manager when required. Excellent grooming and communication are essential for delivering outstanding guest service.

Qualifications

• Previous reception experience in hospitality is essential.
• Excellent customer service and communication skills.
• Strong leadership and ability to motivate a team.
• Calm, efficient under pressure with attention to detail.
• Good IT skills and familiarity with front desk software.
• Willingness to work varied shifts including nights.

Responsibilities

• Supervise daily front desk operations and support the team.
• Deliver outstanding guest relations and promptly handle queries.
• Prepare weekly rotas and cover shifts as needed.
• Oversee the night team when required.
• Coordinate with Reservations, Housekeeping and Maintenance.
• Record and follow up on maintenance issues reported by guests.
• Monitor guest reviews and support service improvements.
• Train and develop reception staff.
• Manage Health & Safety and incident reporting.
• Act as Duty Manager when needed.

Skills

Reception experience

Leadership

Customer service

Communication

IT proficiency

Shift flexibility

Grooming standards

Job description

Reception Manager

Who are we?
Mercure Holland House Hotel, with its 275 en-suite bedrooms, boasts a unique aesthetic that reflects Bristol's rich industrial and maritime heritage. Its prime harborside location offers stunning views and easy access to the city's many attractions.

Role Responsibilities

The ideal person will have previous hotel experience and is a currently working as a Reception or Front Office Supervisor and looking to take the next step in their career. We are looking for someone with personality, who might consider themselves a people person and is very comfortable in meeting and speaking with new people. The person will also be able to demonstrate great customer service skills and ensure customer expectations are pro-actively met with a high level of attention to detail. The successful candidate will also be able to consistently meet deadlines and understand the importance of maximising revenue and occupancy levels in the hotel.

Role Responsibilities

As Reception Manager, you’ll play a key role in ensuring guests receive a warm welcome and a seamless stay. You’ll manage and motivate the Front Desk Team to deliver exceptional service, support departmental operations, and assist with hotel-wide duties.

Your responsibilities will include:

• Supervising daily front desk operations and supporting the reception team.
• Delivering outstanding guest relations, ensuring all queries and requests are handled promptly.
• Preparing weekly rotas and ensuring all shifts are covered.
• Overseeing and supporting the night team when required.
• Liaising with Reservations, Housekeeping, and Maintenance to ensure smooth running of operations.
• Recording and following up on maintenance issues raised by guests.
• Monitoring and responding to guest reviews.
• Training and developing reception team members.
• Managing departmental Health & Safety, including accident reporting.
• Acting as Duty Manager as required.

Key Requirements

• Previous reception experience within the hospitality sector (essential).

• Strong leadership skills with the ability to motivate and support a team.
• Calm and efficient approach, with the ability to work well under pressure.
• Excellent customer service and communication skills.
• A high level of attention to detail and strong organisational skills.
• Good IT proficiency.
• Flexibility to work a variety of shifts, including day, evening, and night.
• Exceptional grooming standards.

Benefits

• Excellent on-going support, training and development
• 28 days holiday including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family.
• Competitive salary