Reception Manager

RECEPTION MANAGER

*Hyll Hotel, Chipping Campden, Gloucestershire*

Reporting to: Deputy General Manager / General Manager

Department: Front of House

Contract: Full\-time

Hours: 40 hours per week, including weekends and bank holidays as required

Salary: Competitive, dependent on experience

ABOUT HYLL

Hyll is a cool, modern Cotswold hotel with a relaxed, welcoming personality.

Set within 60 acres of beautiful grounds, Hyll combines the character of a historic country house with a more contemporary approach to hospitality. We are all about creating a place where guests can relax, switch off and make themselves at home.

We don't believe great hospitality has to be stuffy or overly formal. We want our guests to feel genuinely welcomed, looked after and remembered.

As Reception Manager, you will be at the heart of that experience.

THE ROLE

We are looking for an experienced, confident and personable Reception Manager to lead our reception and front\-of\-house operation.

You will be responsible for ensuring that every guest receives a warm, seamless and genuinely personal experience from the moment they book through to the moment they leave.

You will lead and support the reception team, maintain consistently high standards, manage the day\-to\-day operation of the department and act as an important link between reception and the wider hotel team.

This is a hands\-on management role. We are looking for someone who is happy to lead from the front, get involved, solve problems and be visible to both guests and colleagues.

Our philosophy is simple: Host with the most.

We want someone who naturally takes ownership, notices the little things and genuinely cares about making someone's stay better.

KEY RESPONSIBILITIESGuest Experience

· Be a visible and welcoming presence within the hotel.

· Ensure every guest receives a warm, personal and professional welcome.

· Build genuine relationships with guests and remember returning guests wherever possible.

· Take ownership of guest requests, questions and concerns from start to finish.

· Deal confidently and positively with complaints and guest recovery situations.

· Anticipate guest needs rather than simply responding to them.

· Ensure guests understand the facilities, experiences and personality of Hyll.

· Encourage the team to create memorable moments rather than simply complete transactions.

· Ensure VIPs, special occasions, repeat guests and specific requirements are communicated and delivered correctly.

· Maintain Hyll's relaxed and informal style of hospitality while ensuring professional standards are always maintained.

Reception Operations

· Manage the daily operation of the reception department.

· Ensure efficient arrivals, departures and room allocations.

· Oversee reservations, amendments, cancellations and guest enquiries.

· Ensure accurate billing and payment procedures.

· Monitor room status and work closely with Housekeeping to maximise room readiness.

· Coordinate effectively with Food \& Beverage, Housekeeping, Maintenance and Management.

· Ensure all guest information is communicated accurately between departments.

· Maintain excellent knowledge of the hotel, bedrooms, facilities, grounds and local area.

· Ensure reception areas remain clean, organised and welcoming at all times.

· Monitor and maintain appropriate levels of reception supplies and equipment.

Team Leadership

· Lead, motivate and develop the reception team.

· Create a positive, supportive and accountable working environment.

· Ensure team members understand Hyll's standards, values and approach to hospitality.

· Deliver regular training and coaching.

· Carry out inductions and support new team members in learning their role.

· Monitor performance and address issues promptly and fairly.

· Prepare and manage reception rotas in line with business requirements.

· Ensure appropriate management cover across all shifts.

· Lead by example and never ask the team to do something you would not do yourself.

· Recognise and celebrate great performance.

Communication

· Ensure excellent communication between reception and all other departments.

· Attend relevant daily briefings and management meetings.

· Ensure important guest information is shared with the appropriate teams.

· Maintain clear handovers between shifts.

· Escalate operational, guest or staffing issues to the Deputy General Manager / General Manager when appropriate.

· Work closely with the Reservations and Events teams to ensure a seamless guest journey.

Revenue \& Commercial Awareness

· Support the hotel in maximising occupancy, average room rate and overall revenue.

· Have a strong understanding of room types, rates, packages and availability.

· Ensure the hotel's best available rates and appropriate offers are communicated correctly.

· Identify opportunities to upsell room upgrades, experiences, food and beverage and other hotel services.

· Understand the commercial impact of room moves, complimentary upgrades, discounts and guest recovery.

· Work with the management team to ensure rooms are sold effectively without compromising the guest experience.

Standards \& Compliance

· Ensure all reception procedures are followed consistently.

· Maintain accurate records and guest information.

· Follow all hotel health \& safety, fire, security and emergency procedures.

· Ensure GDPR and guest confidentiality requirements are maintained.

· Follow cash\-handling and payment procedures.

· Report maintenance, safety or security concerns promptly.

· Support the hotel in maintaining excellent standards across all areas.

WHAT WE ARE LOOKING FOR

· Naturally warm, friendly and approachable.

· Confident speaking to guests at all levels.

· An excellent communicator.

· Organised and able to remain calm under pressure.

· A natural problem solver.

· Comfortable making decisions and taking ownership.

· Passionate about hospitality and genuinely enjoys looking after people.

· A strong team leader who can motivate and develop others.

· Commercially aware without losing sight of the guest experience.

· Comfortable working in a busy, changing environment.

· Happy to be hands\-on and lead from the front.

· Professional without being overly formal.

· Full of personality and able to reflect the character of Hyll.

EXPERIENCE

· Previous experience in a hotel reception or front\-of\-house management position.

· Experience leading and developing a team.

· Strong knowledge of hotel reception procedures.

· Experience handling guest complaints and recovery.

· Experience with hotel PMS and reservation systems.

· Good commercial awareness and understanding of room revenue.

· Excellent written and verbal communication skills.

· Experience within an independent, luxury, boutique or lifestyle hotel would be advantageous, but personality, attitude and the ability to deliver great hospitality are just as important.

WHAT YOU CAN EXPECT FROM HYLL

We want Hyll to be somewhere our team enjoys working as much as our guests enjoy staying.

You will have the opportunity to work within an ambitious independent hotel, with a strong focus on guest experience, product development and team culture.

You will be trusted to make decisions, encouraged to bring ideas to the table and given the opportunity to develop your career as Hyll continues to grow.

Most importantly, you'll be joining a team that believes hospitality should feel genuine, relaxed and personal.

OUR THREE PRIORITIES

PROFIT – Understanding the commercial side of what we do and making good business decisions.

PRODUCT – Continually improving the hotel, our standards and the guest experience.

PEOPLE – Looking after our guests and our team.

The right Reception Manager will understand that all three are equally important.

THE HYLL PERSON

You don't need to be the finished article.

You do need to care.

You need to notice when a guest looks lost, when a colleague needs help or when something could be done better.

You need to be prepared to roll your sleeves up, have a laugh with the team, deal with the difficult moments and celebrate the great ones.

Above all, you need to believe that guest experience is everything.

Pay: £32,000\.00\-£35,000\.00 per year

Benefits:

• Discounted or free food


• Employee discount


• Free parking


• Health \& wellbeing programme


• Life insurance


• On\-site parking

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