Reception Manager: Elevate Service & Guest Experience

SLG-Front Office; Horley; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

28 days holiday, enhanced after 5 yrs

Free meals on duty

Discounted employee friends & family

Food and beverage discounts

Christmas gifts and employee parties

Introduce a friend scheme

Cycle 2 work scheme

UK attraction discounts @ Merlin Enter

Taste card

Life assurance scheme

Wage stream

Employee assistance programme

Arora star employee recognition

Long service recognition award

Job summary

Sofitel London Gatwick is seeking a Reception Manager to lead the Front Office team, ensuring service excellence and brand standards throughout guests’ stays. This role drives guest satisfaction and revenue through upselling and aligned policies with the Revenue Manager.

You will manage rosters, coach staff, and coordinate with other departments to deliver a seamless guest experience in a 4-star airport hotel. Strong English and Opera PMS skills are essential.

Qualifications

• 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.
• A good working knowledge of Opera PMS and Microsoft Office.
• High standard of English, both written and spoken.

Responsibilities

• 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.

Skills

Leadership

Attention to detail

Communication

Team management

Can-do attitude

Initiative

Multi-tasking

Professional appearance

Opera PMS knowledge

Microsoft Office

English proficiency

Tools

Opera PMS

Microsoft Office

Job description

Sofitel London Gatwick is seeking a Reception Manager to lead the Front Office team, ensuring service excellence and brand standards throughout guests’ stays. This role drives guest satisfaction and revenue through upselling and aligned policies with the Revenue Manager.

You will manage rosters, coach staff, and coordinate with other departments to deliver a seamless guest experience in a 4-star airport hotel. Strong English and Opera PMS skills are essential.