Reception Manager

Oxford’s 17th-century Old Parsonage Hotel combines original charm and character with all the luxury, amenities and technology available to an independently owned 5-star hotel. Best known by locals and visitors alike for its eclectic country house allure, chic modern interiors and striking 20th-century portraits, the Old Parsonage is a luxury home-from-home with impeccable hospitality.

The Old Parsonage Hotel is part of ‘The Oxford Collection’; a small, privately owned group of two luxury 5
* hotels and apartments, three restaurants that consists of the Old Bank Hotel, the Old Parsonage Hotel, 36 St Giles, Parsonage Grill, Gees Restaurant & Bar, and Quod Restaurant & Bar. We have 80 bedrooms across three iconic properties in central Oxford, with unrivalled views across the city’s beautiful skyline.

We offer support, training, and development opportunities to help your career flourish. We believe that investment in each and every one of our ‘collectives’ is key to the success of our business and the happiness of our customers. As a member of our team, we are looking for an exceptional candidate who shares these values.

We are looking for a Reception Manager to join our Reception team at the Old Parsonage Hotel.

• Strong communication and organisational skills
• Ability to deliver exceptional customer service and anticipate guests' needs
• Positive ‘can-do’ attitude with a ‘yes’ mentality - extremely service orientated, proactive and decisive
• High attention to detail and five-star standards
• Comprehensive knowledge of all reception activities and duties
• Good numeracy skills, a strong personality and confidence in dealing with high-level clientele
• A proven track record of team management within luxury hospitality/hotels
• Ability to work well under pressure, keep calm and act responsibly in cases of emergency
• A strong communicator with a high command of written and spoken English

• Support and encourage a culture of impeccably high standards, flawless customer service and meaningful guest interaction.
• Focus on being a presence front of house, greeting arriving and departing guests, whether they be resident or non-resident – to thank them and obtain feedback regarding their stay.
• Be proactive in walking around the hotel and noting any observations to Heads of Department and the Maintenance team.
• Support the hotel revenue management strategy. Attend weekly meetings to review reservations performance against budgeted turnover.
• Encourage repeat guests to book direct in order to reduce commissions and obtain feedback regarding our booking processes.
• Assist with reservations capturing as much information as possible and ensure the details of every reservation are accurate.
• Adhere to credit policies to ensure all revenue expected is received.
• Responsible for the efficient and safe handling of all cash and credit card transactions, together with all floats.
• Ensure the Night Audit is carried out by the Night Supervisor at the end of every working day, and all necessary reports are prepared and distributed.
• Accountable for the financial control of the Front Office department, including all wages and semi-direct costs.
• With support of the General Manager, to manage all aspects of Access People system for the reception team-rotas, absences, holidays, sickness.
• Promptly and efficiently tackle any guest complaints or queries. Discuss all serious complaints with the Managing Director and/or General Manager.
• Encourage the team to respect guest confidentiality and GDPR regulations at all times, to be discreet, professional and positive when referring to or sharing information related to our guests.
• Ensure the highest level of security is maintained with regards to master keys, guest room and vehicle keys.

• Responsible for the management and operational performance of the reception team – follow the company HR lifecycle.
• Pre-empt and adapt front office staffing levels according to business levels. Communicate regularly with General Manager and HR to discuss recruitment and training needs. Manage team recruitment process via Recruit Genie…