Reception Manager - Hospitality

Reception Manager – Hospitality – Competitive Salary + Benefits – Milford, Surrey

The Role

Are you a seasoned hotel professional with experience in front office operations? Do you have a knack for leading teams and ensuring exceptional guest experiences? If so, we’d love to hear from you!

In this role, you will oversee the reception and front desk operations, ensuring that guests receive the highest standard of service. You will lead a dynamic team and ensure everything runs smoothly, from check-ins to resolving guest concerns. Additionally, you will take on the role of Duty Manager during your shifts, overseeing Health & Safety duties for both your department and the hotel as a whole.

If you’re ready to take the next step in your hospitality career and join a world-leading brand, apply now! We can’t wait to meet you.

Key Responsibilities:

• Manage the day-to-day operations of the reception and front desk area.
• Lead and motivate the front desk team to deliver excellent service in line with IHG standards.
• Oversee guest check-in and check-out processes with efficiency and professionalism.
• Address and resolve guest complaints swiftly to maintain satisfaction.
• Coordinate with housekeeping and reservations to ensure optimal room availability.
• Ensure all front office procedures adhere to IHG policies and local regulations.
• Monitor team performance and implement coaching plans for continuous improvement.
• Prepare and review reports, including occupancy and revenue summaries.
• Handle financial records, billing, and payments accurately.
• Promote IHG Rewards Club membership and encourage upselling initiatives.
• Assist with recruiting and onboarding new team members.
• Act as Duty Manager during your shifts, overseeing overall hotel operations and guest experience.
• Manage Health & Safety duties for your department, ensuring compliance with company standards and regulations.

The Company

We are a proud part of the IHG family, committed to providing our guests with a memorable experience, driven by our core values of hospitality, service, and excellence.

Benefits:

• Discounted hotel stays and access to IHG’s exclusive benefits.
• Comprehensive training and professional development.
• Flexible working hours, including evenings, weekends, and holidays.
• Health and wellness programmes.

The Person

We’re looking for someone with:

• Previous experience in a managerial or supervisory role in hotel front office operations, ideally within IHG or a similar international hotel brand.
• A strong understanding of hotel property management systems (e.g., Opera, OnQ).
• Excellent communication, leadership, and interpersonal skills.
• A calm, methodical approach to handling high-pressure situations.
• Fluent in English; additional languages are a bonus.
• Flexibility to work various shifts, including evenings, weekends, and holidays.