Job Description

Overview

The Old Swan Hotel Harrogate has an exciting opportunity for a dedicated and enthusiastic Reception Manager to join our team. We are seeking an individual who is passionate about delivering exceptional guest experiences and has a keen eye for detail in a hospitality environment. You will play a pivotal role in the smooth running of our reception operations, ensuring a welcoming and professional front of house service for all guests and visitors.

Responsibilities

• Oversee the daily operations of the hotel reception area and supervise the reception team to ensure excellent guest service at all times.
• Greet guests with warmth and professionalism, handling check-in and check-out procedures efficiently and accurately.
• Manage room reservations, cancellations, and amend bookings using the hotel’s reservation system.
• Respond promptly to guest enquiries both in person and via email or telephone, resolving any issues in a timely and courteous manner.
• Ensure all guest accounts are maintained correctly and liaise with the accounts team for any billing queries.
• Coordinate with housekeeping and other departments to ensure guest requirements are met seamlessly.
• Maintain the security of the reception area and monitor guest access as per hotel policy.
• Train, motivate, and support the reception team to achieve high standards of customer care and presentation.
• Proactively manage guest feedback and implement improvements to enhance the guest experience.

Candidate Requirements – Hotel and Customer Service Skills

• Previous experience in a hotel reception or front desk supervisory role is preferred, but not essential as full training will be provided for the right person.
• Excellent communication skills, both written and verbal.
• A friendly, approachable, and professional manner when dealing with guests and colleagues.
• Strong organisational and time management skills, with the ability to multitask and remain calm under pressure.
• Attention to detail and a commitment to delivering first-class customer service.
• Computer literacy and familiarity with hotel reservation systems (PMS/Front Office software) would be an advantage (Reslynx & Resdiary).
• Eligibility to work in the UK and able to provide supporting documentation.
• Ability to work flexible hours, including weekends and public holidays as required.

Benefits of Working as Reception Manager

• Competitive salary and share of gratuities.
• Fantastic opportunities for training and career progression within a well-established hospitality group.
• Discounted accommodation, food, and drink at our hotels.
• Team member benefits including uniform provided and staff recognition awards.
• Supportive team culture focused on excellence, teamwork, and professional development.

How to Apply

If you are passionate about delivering a memorable guest journey and inspiring those around you, we would love to hear from you. Apply now to become Reception Manager at The Old Swan Hotel Harrogate and make a difference every day.