Reception Manager

Role Overview

At JA Mar Hall, we are on a journey to elevate our guest experience towards Forbes Travel Guide luxury standards, following a significant refurbishment and with continued development ahead.

We are seeking a confident, hands on, and guest focusedReception Managerto lead our Front Office team and shape a refined, seamless arrival and departure experience for every guest.

This is a highly operational leadership role for someone who thrives at the front of house, leading from the floor, setting the tone for service, and ensuring every guest interaction reflects warmth, professionalism, and attention to detail. You will play a key role in creating first and last impressions that align with our luxury ambitions.

Key Responsibilities Front Office Leadership

• Lead and oversee the daily operation of Reception, ensuring a smooth and professional guest journey from arrival through to departure
• Be highly visible in the front of house area, leading by example and supporting the team during peak service periods
• Take ownership of the guest experience at the reception desk, ensuring service is intuitive, efficient, and personalised
• Manage guest queries, requests, and concerns with confidence and professionalism

Guest Experience and Service Excellence

• Drive a culture of exceptional guest service aligned with luxury and Forbes level expectations
• Ensure all guest interactions are warm, engaging, and tailored to individual needs
• Handle guest feedback effectively, resolving issues promptly and turning challenges into positive experiences
• Work closely with other departments to ensure a seamless and consistent guest journey across the resort

Team Leadership and Development

• Lead, coach, and develop all front office team colleagues
• Create a high performing, engaged team culture focused on accountability and pride in delivery
• Conduct daily briefings and ensure clear communication of priorities and guest information
• Provide ongoing training and development to enhance confidence, knowledge, and service delivery

Operational Excellence

• Ensure efficient management of check in and check out processes
• Maintain accuracy and attention to detail across reservations, billing, and guest information
• Oversee room allocations in collaboration with Housekeeping and Revenue teams
• Ensure all front office systems and procedures are followed consistently

Standards and SOP Development

• Create, implement, and continuously refine SOPs for reception and guest services
• Embed clear service standards, behaviours, and presentation expectations within the team
• Drive consistency in delivery, ensuring all team members perform to a high standard
• Support the implementation of brand standards and progression towards Forbes Travel Guide expectations

Commercial Awareness and Collaboration

• Maintain awareness of occupancy, arrivals, departures, and key business drivers
• Support upselling opportunities and revenue generation through guest engagement
• Collaborate closely with Reservations, Revenue, Housekeeping, and Food and Beverage teams
• Contribute to forecasting, planning, and operational readiness

Compliance and Presentation

• Ensure all reception and front of house areas are presented to a luxury standard at all times
• Maintain compliance with company policies, procedures, and data protection requirements
• Ensure team presentation and grooming standards reflect a high end environment

About You

• Proven experience in a Reception Manager or Front Office leadership role within a luxury hotel environment
• Strong operational background with a passion for guest experience and service delivery
• A hands on leader who is confident managing front of house environments
• Excellent communication and interpersonal skills
• Highly organised with strong attention to detail
• Experience in implementing and maintaining service standards and procedures
• Familiarity with hotel systems such as Guestline or similar
• Flexible and adaptable within a fast paced, evolving environment

Personal Attributes

• A natural host who thrives on delivering exceptional guest experiences
• Professional, polished, and aligned with luxury brand standards
• Calm, confident, and solutions focused under pressure
• Strong leadership presence with the ability to inspire and guide a team
• Collaborative in approach with a strong cross functional mindset
• Driven to continuously improve standards and performance

What Success Looks Like

• A consistently smooth, warm, and professional arrival and departure experience
• A confident, engaged, and high performing reception team
• Clear and consistent service standards embedded across Front Office
• Positive guest feedback and strong service scores
• Seamless collaboration with all departments to enhance the guest journey
• Visible progress towards a luxury front of house experience aligned with Forbes standards