We are seeking a Reception & Events Manager to take full responsibility for our Reception and Events functions, ensuring an exceptional guest experience aligned with four-star hospitality standards. This role involves managing staff, coordinating logistics, overseeing budgets, and acting as the main point of contact to deliver a seamless guest journey.
Day-to-day of the role:
Team Management & Operations
Lead and manage Reception and Events Coordinators to achieve high performance standards.
Ensure complaint handling protocols are followed, escalating issues appropriately.
Build and maintain strong internal and external relationships.
Support senior management in ensuring effective credit control procedures.
Complete daily operational reports and checklists.
Assist in maintaining accurate financial records and weekly account balancing.
Oversee all administrative functions for Reception.
Support recruitment, onboarding, and training of new team members.
Provide health and safety guidance to all new starters.
Continuously improve reception operations, including systems and processes.
Conduct performance reviews and probation assessments in a timely manner.
Maintain security across all operational areas.
Ensure team members maintain professional presentation standards.
Customer Experience
Ensure all guests are greeted warmly, checked in efficiently, and allocated rooms promptly.
Maintain high standards of customer service for all visitors and guests.
Oversee accurate guest registration and billing procedures.
Ensure a smooth and efficient check-out process.
Reception & Events Management
Manage all reservations, ensuring efficiency across phone, email, and written enquiries.
Respond to accommodation enquiries within 24 hours.
Maximise revenue through upselling and cross-selling opportunities.
Maintain accurate records across all systems and documentation.
Ensure deposits and balance payments are received within agreed timelines.
Conduct room audits to ensure all reservations are accurate and appropriately allocated.
Maintain up-to-date knowledge of facilities, services, and promotions.
Coordinate closely with all departments to meet guest requirements.
Identify and develop new business opportunities across events, functions, and bookings.
Build and maintain strong client relationships, understanding and delivering against their needs.
Follow up on events to gather feedback and ensure continuous improvement.
Required Skills & Qualifications
Minimum 3 years’ experience in a similar reception and events role.
At least 2 years’ experience within a hotel or hospitality environment.
Minimum 2 years’ supervisory or management experience.
Experience handling customer complaints and escalation processes.
Strong commitment to delivering high service standards.
Excellent communication and interpersonal skills.
Strong organisational and presentation skills.
Ability to work full-time with flexible shift patterns.
Fluent in English.
How to Apply
To apply for the Reception & Events Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this position to Andrea Cureton - andrea.cureton@reed.com