Reception Manager (ICO2,SLG,SLH,FWP)

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

About us

Sofitel London Gatwick is the perfect blend of style and convenience. With 518 spacious ensuite rooms plus a selection of restaurants and bars showcasing fresh international flavours. Our luxurious hotel has gym facilities and 14 flexible conference and meeting rooms with space to accommodate up to 300 guests. It offers an exclusive walkway straight into the airport's North Terminal.

Role Overview

Reception Managers in our stylish hotel ensure that the service provided by the reception team is consistently excellent, exceeding guests’ expectations throughout their stay.

• 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.

About you

• 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.

Benefits

• Competitive salary
• 28 days holiday, enhanced after 5 years of service
• Free meals on duty.
• Discounted employee friends & family rates at Arora Hotels.
• Food and beverage discounts.
• Christmas gifts and employee parties.
• Introduce a friend scheme.
• Cycle 2 work scheme.
• UK attraction discounts @ Merlin Entertainments.
• Taste card.
• Life assurance scheme.
• Wage stream.
• Employee assistance programme.
• Arora star employee recognition.
• Long service recognition award.

Grow with us

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.

Compensation: To be discussed