Reception Manager

Reception Manager
The Mandolay Hotel, Guildford

The Mandolay is Guildford’s only Four AA Silver Star hotel, known for warm service, smart surroundings and a team who truly care about our guests. We’re looking for a Reception Manager to lead our Front Office team with confidence, kindness and a genuine focus on the guest experience. The role has become available due to an internal promotion.

You’ll be the sort of person who brings calm to a busy lobby, enjoys getting to know regular guests and takes real pride in delivering a smooth arrival and departure. A big part of your role will be creating the sort of service moments that turn stays into glowing reviews, and encouraging the team to do the same.

What you’ll be doing

• Leading, supporting and developing our reception team, keeping morale high and standards consistent.
• Making sure every guest leaves happy, with a natural drive to turn great service into positive online reviews.
• Owning the check-in and check-out process so every arrival and departure feels effortless.
• Using Opera Cloud PMS with confidence and accuracy.
• Handling guest queries, feedback and special requests in a professional and friendly way.
• Working with the sales team to keep room allocations, billing and reporting in good shape.
• Training and coaching the team to deliver standout service that encourages guests to share their experience.
• Supporting the Operations Manager with planning, rotas and smooth daily operations.

What we’re looking for

• Someone who genuinely enjoys working with people and puts the guest experience first.
• Strong computer skills and a good understanding of hotel systems, ideally Opera Cloud.
• A natural leader who is organised, confident, and calm under pressure.
• Experience in a similar role, or an experienced Senior Receptionist ready to step up.
• A team player with a positive attitude and good communication skills.
• A proactive approach to guest satisfaction and online reputation.

What we offer

• We work with Wagestream giving instant access to your pay as it’s earnt. Wagestream is a tool for everyday life that lets you get paid your way by letting you track your wages in real time, stream up to 40% of the money you’re already earned, learn easy tips to manage your money better and save directly from your salary.
• A supportive environment with room to grow.
• Training and development opportunities.
• Being part of a fun, hard-working and welcoming team.