Reception Manager

No matter how great our hotels or products are, guests will not return if we do not deliver stand out service, it is that simple. For that reason, we want to make sure that everyone in the hotel delivers world class service, on time, and to the highest standards. We are open 7 days a week, 365 days a year, and need people to work in a range of shifts and days, this means flexibility is required. The hotels busiest periods are during evenings and weekends, any specific working pattern requests can be discussed at interview.

Set in 1100 acres of English countryside, East Sussex National offers a perfect retreat for both business and leisure guests. With 104 beautiful bedrooms, health club, spa and two championship golf courses. East Sussex National also offers a wide range of meeting and events space which is ideal for day meetings, residential conferences or that special social event.

Essential skills for Reception Manager:

• Be able to confidently lead a team, and provide training and direction to the reception team
• Support the Duty Manager in daily operations.
• Multitask and work in a fast-paced environment.
• Have excellent communication skills and a professional telephone manner.
• Have a working knowledge of Opera (PMS) system.
• Have previous supervisory or management experience, preferably in a hotel reception environment
• Support the reception and nights teams to ensure all issues are dealt with in the moment and the guest leaves happy.
• Maximise revenue opportunities by coaching the team on upselling techniques and sharing product knowledge.
• Be a champion of East Sussex National Hotel and Countrywide Hotels brand standards.
• Know our product inside out and be willing to learn and develop.
• Communicate with other departments as required.
• Have flexibility to work a variety of shifts including weekends according to the needs of the department.

As a Reception Manager you will:

• Lead and engage the reception and nights teams.
• Manage weekly and monthly rotas, considering holiday requests and training requirements.
• Answer questions, dealing with complaints and queries.
• Interview and recruit new team members.
• Order change for the resort, and supplies for the reception area
• Oversee and ensure compliance with cash handling processes including counting of the safes and petty cash.
• Attend the weekly Function Sheet meetings as required.
• Oversee Health and Safety documentation for reception.
• Oversee the reception and nights teams’ development and ensuring compliance with the in-house learning platform.
• Conduct Performance Reviews with receptionists.
• Lead reception shifts and ensure all activities and duties on shift are completed.
• Any other reasonable request by a member of the management team.

What is in it for me?

• Be part of a growing group of hotels that encourages development in Hospitality and be trained to be your best self.
• Staff and ‘Mates’ rates at all of our hotels which start from £40 a night.
• 28 days Annual leave (inclusive of bank holidays)
• Discounted gym membership upon successful completion of probation
• Discount on spa treatments, pampering and spa retail
• Contributory pension scheme
• Uniform
• Complimentary car parking
• Referral Scheme where you can Recommend a friend and earn money upon successful completion of probation
• Awards programme annually with prizes.
• Long service awards/performance rewards/employee of month
• Internal transfer and promotion opportunities
• Training and development opportunities with a strong focus on career progression and personal growth