Reports To: Reception Manager
Role Purpose
The Reception Assistant Manager supports the Reception Manager in leading the Front Office, Guest Relations and Switchboard team, deputising in their absence. The role holds day-to-day responsibility for guest experience standards, team performance and departmental operations, ensuring the department consistently delivers the service, presentation and professionalism expected of a 5-star property.
Key Responsibilities
Guest Experience & Operations
- Maintain a visible, hands-on presence across the hotel, leading by example throughout the guest journey from pre-arrival to departure.
- Oversee daily arrivals, VIP arrangements, group bookings and guest profile management, ensuring pre-arrival communications, rooming and guest preferences are handled to a 5-star standard.
- Act as the primary point of escalation for guest concerns and complaints, taking ownership of resolution and follow-up.
- Liaise closely with Accommodation, Food & Beverage, Spa, Concierge, Housekeeping and other departments to ensure guest requests and VIP arrangements are communicated and fulfilled.
- Monitor service standards across public areas and guest-facing touchpoints, identifying and acting on opportunities to enhance the guest experience.
- Carry out reception duties as required, including check-in/check-out, billing queries, guest records and correspondence.
Team Leadership
- Manage the day-to-day performance of the team, allocating duties, coaching and providing feedback.
- Support recruitment, onboarding, training and ongoing development of team members.
- Contribute to rostering and resource planning to always ensure appropriate departmental cover.
- Escalate conduct or performance concerns to the Reception Manager as required, and act as a role model for the standards expected of the team.
Administration & Reporting
- Review guest experience logs, handovers and departmental reports for accuracy, consistency and timeliness across shifts.
- Support the Reception Manager with departmental administration, cash and billing controls, and performance reporting against targets.
- Ensure departmental procedures, brand standards and compliance requirements are consistently upheld.
Standards & Professionalism
- Maintain the highest standards of professionalism, confidentiality and integrity at all times.
- Communicate effectively with senior management, department heads and colleagues.
- Demonstrate the leadership, reliability and commitment to service excellence expected of a manager at Hayfield Manor, a 5-star property.
Role Review
This job description reflects the current responsibilities of the Reception Assistant Manager position during the probationary period. Responsibilities and duties may be reviewed, amended or expanded at the discretion of management in line with operational requirements, business needs and demonstrated performance.
Job Type: Full-time
Benefits:
- Bike to work scheme
- Company events
- Employee assistance program
- Employee discount
- Food allowance
- On-site parking
Language:
Work Location: In person
