Reception Manager

The Role

Parade Hotel Bath is seeking an experienced, passionate, and dynamic Reception Manager to lead our Front Office operation and deliver an exceptional guest experience from arrival through to departure.

Situated in the heart of the beautiful city of Bath, Parade Hotel is renowned for its warm hospitality, personalised service, and memorable guest experiences. As Reception Manager, you will play a pivotal role in creating outstanding first impressions while ensuring every guest receives a seamless, professional and welcoming experience.

This is a hands on leadership role responsible for overseeing the day to day operation of Reception, leading and developing the Front Office team, maintaining exceptional service standards, and ensuring operational excellence. You will work closely with all hotel departments to deliver an outstanding guest journey while driving guest satisfaction, team engagement and commercial performance.

This is an excellent opportunity for an experienced hospitality professional who enjoys leading from the front, mentoring teams and delivering exceptional customer service.

The Opportunity

As Reception Manager, you will be responsible for the successful operation of the Front Office department, ensuring Reception operates efficiently, professionally and in line with the hotel's luxury service standards.

Working closely with the General Manager and the wider hotel leadership team, you will oversee all aspects of the guest journey, from reservations and arrivals through to departures and post stay feedback. You will ensure the Reception team consistently delivers personalised service while maintaining high operational standards and maximising revenue opportunities.

What You'll Do

• Lead the day to day operation of the Reception and Front Office department.
• Deliver exceptional guest experiences throughout every stage of the guest journey.
• Welcome VIPs, returning guests and visitors, ensuring a personalised and memorable experience.
• Recruit, train, coach and develop the Reception team to deliver outstanding customer service.
• Lead by example by providing hands on operational support during busy service periods.
• Manage Reception rotas to ensure appropriate staffing levels while controlling labour costs.
• Oversee guest check ins, check outs, billing enquiries and payment processes.
• Ensure all guest requests, complaints and service recovery issues are handled professionally and efficiently.
• Maintain excellent communication between Reception, Housekeeping, Maintenance, Food & Beverage and all other hotel departments.
• Monitor online reviews, guest feedback and satisfaction scores, implementing improvements where required.
• Ensure all reservations are managed accurately and maximise room revenue through effective upselling techniques.
• Support revenue generation by promoting room upgrades, hotel facilities and additional guest services.
• Ensure compliance with company policies, GDPR, cash handling procedures, health and safety requirements and brand standards.
• Oversee Front Office administration, daily banking, shift handovers and audit procedures.
• Produce operational reports and assist with forecasting occupancy and staffing requirements.
• Support recruitment, onboarding, performance management and succession planning within the Front Office team.
• Foster a positive, inclusive and high performing team culture focused on continuous improvement and exceptional guest service.

About You

You are a confident and inspiring hospitality leader with a genuine passion for creating exceptional guest experiences. You thrive in a fast paced hotel environment, have excellent organisational skills and understand how to balance operational excellence with commercial awareness.

You naturally build strong relationships with guests and colleagues and are committed to delivering outstanding service while developing a motivated and engaged team.

You'll Ideally Have

• Previous experience as a Reception Manager, Front Office Manager, Assistant Reception Manager or Duty Manager within a hotel environment.
• Strong knowledge of Front Office operations, guest services and hotel reservation systems.
• Experience using hotel Property Management Systems (PMS) such as Opera, Guestline or similar.
• Excellent leadership, coaching and team development skills.
• Strong organisational and problem solving abilities.
• Excellent communication and interpersonal skills.
• Experience handling guest complaints and delivering effective service recovery.
• A strong understanding of revenue opportunities, occupancy management and upselling techniques.
• Good knowledge of GDPR, health and safety and hotel compliance requirements.
• Confidence managing daily cash handling, banking and Front Office administration.
• Flexibility to work shifts, including evenings, weekends and public holidays when required.

What We Offer

• Competitive salary plus discretionary service charge
• 50% discount on dining and spa experiences
• Discounted hotel stays for you, your family and friends
• Ongoing learning and career development opportunities
• Complimentary meals whilst on duty
• Company pension scheme
• Employee Assistance Programme

Eligibility

Applicants must have the legal right to live and work in the UK. Proof of eligibility will be required during the recruitment process.

Apply Now

If you are an experienced Front Office professional with a passion for delivering exceptional guest experiences and leading high performing teams, we would love to hear from you.

Apply today with your CV and become part of the team at Parade Park Hotel Bath, where outstanding hospitality, personalised service and unforgettable guest experiences are at the heart of everything we do.