Reception Manager / Head Receptionist

Brend Hotel Group; Barnstaple; On-site; GBP 28,000 - 36,000; Full time

Job summary

Brend Hotel Group in Barnstaple is seeking a warm, outgoing Reception Manager to lead our reception team and ensure guests are instantly welcome. The role combines guest service with hands-on leadership over reservations, accounts administration and day-to-day reception operations.

Ideal candidates will have previous hotel reception experience, strong organisational skills, attention to detail, and proficiency with Excel, daily banking and balancing.

Qualifications

• Previous experience as Reception Manager, Head Receptionist or Reception Supervisor is required.
• Hands-on role combining guest service and team leadership with reservations and accounts administration.
• Strong organisational skills, attention to detail and confidence with Excel, daily banking and balancing.

Responsibilities

• Lead, train and support the reception team, setting clear expectations and maintaining high standards of service.
• Create a warm and welcoming atmosphere, taking a personal interest in guests and ensuring needs are followed through.
• Prepare team rotas and organise cover, balancing service requirements with staffing budgets.
• Oversee hotel bookings, room allocations, guest records and special requests, ensuring accuracy.
• Manage guest arrivals and departures efficiently, providing information about the hotel and local area.
• Handle guest enquiries, feedback and complaints professionally, resolving concerns with management involvement when appropriate.
• Ensure telephone calls, emails and booking enquiries receive prompt, friendly and accurate responses.
• Complete and oversee reception accounts administration, including guest accounts, payments and Excel records.
• Carry out and check daily banking and balancing, investigating discrepancies.
• Work closely with housekeeping, F&B, maintenance and management, with clear communication and shift handovers.
• Maximise booking enquiries and upgrade opportunities to meet guests' needs.
• Maintain a well presented reception area and uphold health and safety, security and confidentiality.

Skills

Team leadership

Customer service

Organisational skills

Attention to detail

Excel

Communication

Tools

Microsoft 365

Rezlynx

ResDiary

Job description

Previous experience as a Reception Manager, Head Receptionist or Reception Supervisor is required for this role.

We are looking for a warm, friendly and outgoing Reception Manager / Head Receptionist to lead our reception team.

Our hotel has a strong reputation for its friendly staff. The right candidate will know how to make guests feel instantly welcome and be willing to go above and beyond to make their stay memorable.

This is a hands on role combining guest service and team leadership with responsibility for reservations, accounts administration and the smooth running of reception. Alongside your welcoming personality, you will need strong organisational skills, attention to detail and confidence with Excel, daily banking and balancing.

What will you be doing?

• Lead, train and support the reception team, setting clear expectations and maintaining consistently high standards of service.
• Create a warm and welcoming atmosphere, taking a personal interest in guests and ensuring their needs and requests are followed through.
• Prepare team rotas and organise cover, balancing service requirements with agreed staffing budgets.
• Oversee hotel bookings, room allocations, guest records and special requests, ensuring accuracy and following up outstanding information.
• Manage guest arrivals and departures efficiently, providing helpful information about the hotel and local area.
• Handle guest enquiries, feedback and complaints professionally, taking ownership of resolving concerns and involving the management team where appropriate.
• Ensure telephone calls, emails and booking enquiries receive prompt, friendly and accurate responses.
• Complete and oversee reception accounts administration, including guest accounts, payments and maintaining accurate financial records and Excel spreadsheets.
• Carry out and check daily banking and balancing, investigating and resolving discrepancies in accordance with company procedures.
• Work closely with housekeeping, food and beverage, maintenance and management, ensuring clear communication and thorough shift handovers.
• Make the most of booking enquiries and appropriate upgrade opportunities, helping guests choose accommodation and services that meet their needs.
• Maintain a well presented reception area and uphold company procedures for health and safety, fire safety, guest security and confidentiality.

A warm, friendly and outgoing personality, with the ability to put guests at ease and make them feel welcome.

Previous hotel reception experience and a sound understanding of reservations, guest accounts and reception procedures.

Good working knowledge of Microsoft 365, accounts administration, daily banking and balancing.

The confidence to lead by example, support colleagues and address issues constructively.

Strong organisational skills, attention to detail and the ability to prioritise a varied workload.

Clear written and verbal communication, with a calm, practical approach to solving problems.

Confidence using hotel booking systems. Knowledge of Rezlynx and ResDiary would be an advantage.

A reliable and flexible approach to working shifts, including weekends and bank holidays.

Professional presentation and a willingness to go the extra mile for guests and colleagues.