Assistant reception manager in Accrington

About Mercure Blackburn

Mercure Blackburn is a welcoming and contemporary hotel committed to delivering exceptional guest experiences. We pride ourselves on warm hospitality, service excellence, and a team culture built on professionalism, teamwork, and continuous improvement. As Assistant Reception Manager, you will play a key role in ensuring a first-class guest journey from arrival to departure.

Role Overview

The Assistant Reception Manager supports the Reception Manager in leading the Front Office team to deliver exceptional customer service, efficient reception operations, and a positive guest experience. This role is responsible for ensuring the smooth running of daily front desk activities, staff supervision, performance standards, guest satisfaction, and adherence to brand and operational standards.

Key Responsibilities

Guest Experience & Front Desk Operations

• Ensure all guests receive a warm, professional, and memorable welcome and departure experience.

• Oversee day-to-day reception activities, including check-in, check-out, billing, reservations, and guest queries.

• Resolve guest complaints efficiently and professionally, escalating where appropriate.

• Maintain a strong presence in the reception area and lead by example in service delivery.

Team Leadership & Supervision

• Support the Reception Manager with scheduling, supervision, coaching, and performance management of the reception team.

• Provide ongoing support, training, and development to new and existing team members.

• Encourage a positive, supportive, and collaborative working environment.

• Assist in conducting team meetings and briefs to ensure communication and standards remain clear and consistent.

Administration & Reporting

• Oversee reception documentation, guest records, and audit requirements.

• Support the preparation of daily, weekly, and monthly Front Office reports.

• Maintain accurate cash handling, billing, and transaction processes in line with company policy.

• Assist in ensuring compliance with brand standards, policies, procedures, GDPR, and health & safety requirements.

Sales & Revenue Support

• Promote hotel services, F&B offerings, upgrades, and local packages to support revenue growth.

• Assist in managing room availability, occupancy targets, and forecasting.

• Support the reservations process, including group bookings and special requests.

Systems & Technology

• Ensure the team is competent in the PMS and hotel systems (e.g., Opera/Fourth, or hotel-specific systems).

• Support implementation of new technology, digital check-in or payment systems where required.

Skills, Experience & Attributes

Essential

• Previous experience in a hotel front office or reception leadership role.

• Strong customer service and problem-solving skills.

• Ability to supervise, motivate, and develop a team.

• Excellent communication skills, both written and verbal.

• Strong organisational and time management abilities.

• Competence with hotel systems and front-office processes.

Desirable

• Experience within an Accor or Mercure-branded hotel.

• Knowledge of local area, tourism, and hotel sales practices.

Personal Qualities

We are looking for someone who is:

• Welcoming, confident, and professional in front of guests and colleagues.

• Calm under pressure and solutions-focused.

• Passionate about service excellence.

• Positive, proactive, and committed to continuous improvement.