Reception Manager - SLG-Front Office

Sofitel Gatwick - Arora Group; Guildford; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

28 days holiday

Free meals on duty

Employee rates

Food & beverage discounts

Life assurance

Cycle to work

Merlin/attraction discounts

Taste card

Employee assistance programme

Recognition programs

Long service awards

Job summary

Sofitel London Gatwick is seeking a capable Front Office leader to drive guest satisfaction and revenue opportunities in a busy, upscale hotel. You will oversee the Front Office team, ensuring brand standards are met and that guest interactions are handled with professionalism.

Key requirements include proven leadership in a hotel setting, strong English communication, and familiarity with Opera PMS and Microsoft Office. This full-time role offers career growth within the Arora Group.

Qualifications

• Proven experience of managing, coaching and developing teams.
• Strong leadership and attention to detail with high standards.
• Excellent communication and organisational skills.
• High standard of English, written and spoken.

Responsibilities

• Lead the Front Office team to meet guests' needs and brand standards.
• Manage and inspire the team to maximise guest feedback scores and upsell opportunities.
• Implement sales, marketing and rates policies as defined by the Revenue Manager.
• Address guest concerns promptly and attentively to ensure satisfaction.
• Encourage cross-department collaboration for a seamless guest experience.
• Coach, train and support the team to maintain high standards.
• Manage rotas, timesheets and holiday entitlements with occupancy and group movements in mind.
• Oversee groups and delayed flight arrivals and related administration.

Skills

Leadership

Communication

Organisational skills

Coaching

Pressure handling

Can-do attitude

Education

Experience in 4-star hotel

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.

A bit about what you will do

• 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.

More 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.

What’s in it for you

• Competitive salary and 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.