Reception Manager

Terms: Full time
Site: West Lodge Park

A vacancy has arisen for a full time Reception Manager AT WEST LODGE PARK HOTEL in Hadley Wood.

This prestigious country house hotel is rated as one of the best 4* hotels in Hertfordshire, holding 1 AA Rosette. The hotel has 58 bedrooms, 7 conference and banqueting rooms, Restaurant and Terrace Bar, a collection of old master portraits and 35 acres of grounds including the Arboretum with over 800 species of trees, a national collection of Hornbeams and a helipad.

Responsibilities and Duties 

Role Responsibilities:

Day to Day Line Management responsibility for Reception and Reservations and Concierge teams to ensure that the teams perform to the highest standards, as they make a key contribution to the first impressions for our guests or prospective customers. Ensure all guests/callers/visitors interactions are actioned with the minimum of delay and with the highest level of efficiency, hospitality and customer service being extended at all times and that the team members are prepared, well-informed to deliver our guests an exceptional experience from booking, check-in through to check-out.

Maintaining high levels of staff morale, fantastic customer care, effective communication with all management, staff and suppliers, innovative approach to sales and marketing, setting and maintaining reception and reservations and front of house welcome/concierge standards, positively promote company documentation, reviewing and using SOP manuals. The following key tasks for this role are as follows:-

  • Recruit, manage, train and develop the Front Office Operation (including Reception and Reservation and Concierge), reinforcing the necessity for the teams to demonstrate the highest standards of performance, customer care and hospitality.
  • Ensure that the Reception team provides a friendly, professional and efficient service for customers, including fluid check in and check out process, in line with SOPs.
  • Ensure that the Reservation and Reception team deal efficiently with all enquiries by ‘phone, ‘email, in person and Web Portal & Business Travel Agents and handle them in a timely and professional way and in line with SOPs.
  • Ensure that guests receive an excellent standard of welcome from the front of house Concierge team, ensuring that guests’ needs are met at all times and they are afforded the highest levels of hospitality.
  • Monitor the appearance, standards and performance of the Front Office team members with an emphasis on teamwork and meeting relevant sales/other targets.
  • Setting departmental objectives, work schedules, budgets, policies & procedures incl. managing staff performance in line with SOPs and other company, HR and Training/Development policies & procedures/practices.
  • Monitor staffing levels and organise staff rotas to meet cover business demands, assisting operationally with the Reservation and Reception and Concierge teams when required.
  • Good understanding and implementation of rate strategy, actively ensuring reception and reservation teams work with company’s yield management system so that occupancy and average room rates are maximized in Roommaster through proactive upselling techniques to promote hotels services and facilities, and regular monitoring.
  • Regular monitoring of the reservation and Reception bookings to check that any accommodation, restaurant and other hotels services (and Payments) have been correctly recorded in the Central Reservation System Roommaster.
  • Responsibility for other business related tasks incl. Commissions, business and corporate rates (in liaison with Sales Manager and GM).
  • Arrange and monitor packages, promotions, complimentaries and discounts, settling up the packages and applying them to Roommaster etc.
  • Oversee Special Events and Christmas bookings, which have been handled primarily by Reservations team.
  • Maintain good working relationships with all hotel departments.
  • Acting as Duty manager when required.
  • Liaise and coordinate with Assistant Night Manager and Night Manager in order to ensure sufficient (and effective standards of) hotel night shift cover, in line with business needs and expectations.
  • Evaluate levels of guest satisfaction and monitor trends, with a focus on continuous improvement and ensure that regular and special guests are recognised and that the Front Office Team operate with a sales attitude and promote the hotels’ services and brand.
  • Troubleshoot emergencies and deal with complaints.
  • Maintain good working relationships with all hotel departments.
  • Acting as Duty manager when required.

Qualifications and Skills

This role requires previous 4* Hotel Reception Management experience.


  • Excellent opportunities for development
  • 28 days paid annual holiday (including bank holidays)
  • Discounted gym membership
  • Generous hotel discounts after 6 months service
  • Discount card for the Galleria Shopping centre
  • Staff meals and uniform

You must be eligible to live and work in the UK unrestricted

Please note that only those candidates who are shortlisted will be contacted

Want to apply for this vacancy?

Address: West Lodge Park Hotel, Hadley Wood, Hertfordshire, EN4 0PY

For all vacancies please contact Sally Tustain – HR Co-ordinator on 0208 216 3922 or or download an application form.