Hotel Overview

The Bromley Court Hotel is a distinguished 4-star privately owned hotel, set within two acres of beautifully landscaped gardens. Under the same family ownership since 1931, the hotel combines historic charm with modern amenities. Featuring 111 air-conditioned bedrooms—including a selection of standard and executive rooms. The hotel offers extensive conference and banqueting facilities for up to 180 guests. A popular venue for weddings and licensed civil ceremonies, it is known for delivering exceptional guest experiences.

The hotel prides itself on delivering warm hospitality, efficient service, and a memorable guest journey from arrival to departure.

Job Summary

We are seeking an experienced and guest-focused Reception Manager to lead the Front Office team and oversee the daily operation of reception services. This role is pivotal in ensuring a seamless guest journey, from check-in to check-out, while maintaining the highest standards of service, professionalism, and efficiency.

The ideal candidate will be a confident leader with excellent communication and organisational skills, capable of managing a team, resolving guest concerns, and driving service excellence. A strong understanding of front office systems, revenue awareness, and a proactive approach to problem-solving are essential.

Reporting to: Deputy General Manager

Key Liaisons: General Manager, Operations Manager and all other HOD’s

Key Responsibilities

• Oversee the daily operation of the reception desk, ensuring smooth and efficient service at all times.
• Lead, motivate, and develop the Front Office team, including Receptionists and Night team.
• Ensure a warm, professional welcome and departure experience for all guests.
• Manage guest check-in, check-out, and reservation processes, ensuring accuracy and efficiency.
• Handle guest enquiries, feedback, and complaints promptly and professionally, ensuring resolution and guest satisfaction.
• Monitor room availability, occupancy levels, and coordinate closely with Housekeeping to optimise room readiness.
• Ensure all front office systems and procedures are followed, including cash handling and billing accuracy.
• Support reservation and revenue management strategies by maximising room sales, upselling, and promoting hotel services.
• Assist with and review daily reports for departments where necessary
• Maintain high standards of presentation, cleanliness, and organisation within the reception and lobby areas.
• Conduct regular team meetings as well as regular team performance reviews to communicate operational updates and service expectations.
• Ensure compliance with hotel policies, data protection regulations, and health & safety procedures.
• Assist with recruitment, onboarding, and training of new front office team members.
• Monitor team performance, attendance, and conduct appraisals in line with company procedures.
• Work collaboratively with all departments to ensure a seamless and consistent guest experience.
• Support the Night Audit process where required and ensure accurate end-of-day procedures.
• Drive guest engagement, loyalty, and positive reviews through exceptional service delivery.
• Perform additional duties as assigned by senior management including Duty Management shifts

Additional Duties

• Remain up to date with hotel policies, standards, and safety procedures.
• Act as a role model for Bromley Court Hotel values and standards.
• Perform any other reasonable duties as requested by the Senior Management.

This job description reflects the core responsibilities of the role but is not exhaustive. Flexibility and adaptability are essential in a dynamic hospitality environment.