Groups and Reception Manager

Overview

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS! - No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. “To share the light and warmth of hospitality”.

With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow.

• Yearly Salary of £32,000 up to £33,500 plus incentives
• Free, healthy and high quality meals when on duty
• Grow your Career !
• Personal Development programmes designed to support you at every step of your career
• A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing (  )
• Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
• Team Member Referral Program
• Discounted dental and health cover
• High street discounts: with Perks at Work
• Discounted car park
• Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
• Modern and inclusive Team Member’s areas

To lead the Front Office and Groups Operations teams in delivering exceptional guest experiences, maximizing revenue through upselling and loyalty initiatives, and ensuring the seamless coordination of individual, group bookings, airline crew operations, and front-of-house functions. This role is pivotal in maintaining brand standards, enhancing guest satisfaction, and supporting operational excellence across all touchpoints.

• Develop annual resourcing, training, and scheduling plans aligned with business cycles and budget.
• Coordinate duty rotas to ensure appropriate coverage for group arrivals, events, and peak front desk periods.
• Attend pre-conference and pre-group meetings to ensure operational readiness.
• Maintain clear communication with departments and teams regarding upcoming groups, airline schedules, and occupancy forecasts.
• Participate in departmental planning meetings to align Front Office goals with overall hotel objectives.

• Liaise with all operational departments to ensure group and individual bookings are accurately managed and guest expectations are met.
• Oversee seamless handovers from Reservations, Sales, Groups, Conference & Events teams for all Corporate, group and airline accounts.
• Verify room allocations, inventory accuracy, and overbooking levels in line with business strategy.
• Ensure all departments are briefed on group requirements, VIPs, and special arrangements.
• Manage group organisers’ communication channels, ensuring all updates, changes, and requests are handled promptly.
• Plan and oversee airline crew operations, ensuring lounges, transport, and billing are handled efficiently.

• Lead the Front Office and Groups teams to deliver exceptional arrival, stay, and departure experiences.
• Act as a visible leader during peak periods, supporting the team on the floor.
• Motivate the team to achieve Hilton Honors enrolment, upsell, and customer satisfaction targets.
• Maintain effective communication and collaboration between departments to ensure consistent service delivery.
• Ensure timely completion of airline billing, audits, and reports.
• Oversee the upkeep of the airline crew lounge, ensuring it remains stocked, clean, and welcoming.
• Champion brand initiatives, operational improvements, and guest loyalty strategies.

• Recruit, train, and develop team members, ensuring a high-performance culture.
• Conduct regular coaching, feedback sessions, and performance reviews.
• Maintain an effective resource and succession plan for all key roles within the department.
• Foster a positive, inclusive, and motivating team environment that supports engagement and retention.
• Ensure all team members have individual development plans and access to learning opportunities.

• Maintain accurate guest balances, deposits, and credit limits in accordance with policy.
• Oversee credit control, billing accuracy, and timely resolution of post-stay queries.
• Ensure…