We are looking for an enthusiastic Assistant Reception Manager to support the day-to-day operation of our Front Office team. This is an exciting opportunity for someone who is passionate about exceptional customer service, enjoys leading from the front, and wants to develop their career within one of Scotland's most prestigious five-star resorts.
What you will be doing:
As Assistant Reception Manager, you'll play a key role in ensuring our Front Office operation runs smoothly, efficiently and professionally every day. Working closely with the Reception Manager, you'll lead by example, creating memorable guest experiences while motivating and developing a talented team.
- Supporting the day-to-day management of Reception and Switchboard operations.
- Leading, coaching and inspiring a team of Front Office Supervisors and Reception Agents to deliver exceptional guest service.
- Creating a positive, energetic and engaging working environment where colleagues can thrive.
- Ensuring every guest receives a personalised, luxury experience that exceeds expectations.
- Maintaining the highest standards of service, brand compliance and operational excellence.
- Monitoring departmental procedures, audits, cash handling and operational controls.
- Working collaboratively with other departments to ensure seamless communication and outstanding guest experiences.
- Supporting recruitment, onboarding, training and succession planning within the Front Office team.
- Managing rotas and staffing levels to meet business demands while achieving payroll targets.
- Driving guest satisfaction scores and departmental objectives, including CES and brand standards.
- Leading departmental meetings, daily briefings and regular one-to-one conversations with the team.
- Taking ownership of guest concerns and empowering your team to resolve issues confidently and professionally.
- Identifying opportunities to improve processes and enhance the overall guest journey.
- Supporting the wider hotel operation and carrying out additional duties as required.