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Assistant Reception Manager

2 weeks ago

Sutton Coldfield, United Kingdom Belfry Full time

The Belfry Hotel & Resort is an award-winning hotel, home to 300+ luxurious bedrooms and suites, several restaurants and bars, events and meetings spaces, a leisure club and spa. Our three golf courses, including The Brabazon, are recognised as world‑class, and home to this year’s Betfred British Masters. Whether you're drawn to our iconic golf courses, the serenity of the spa, the excitement of guest services, or our behind‑the‑scenes operations, there's a place for you in our vibrant team. The Belfry has undergone a major expansion and renovation with an investment of over £80 million, marking a new and exciting chapter in our history. The resort has been transformed with the addition of The Masters Suite, a stunning new event space, 149 additional bedrooms, a state‑of‑the‑art leisure club and a host of other enhancements that elevate the Belfry experience like never before. We believe in taking care of our team just as much as we do our guests. That's why we were named in the 2024 Caterer’s Top 30 Best Places to Work, as well as Springboard’s 2024 Best Employer. So, join us on our journey as we unveil a new and unparalleled resort. Salary The on‑target earning potential for this role is a £31 470.40 annual salary, comprising a base salary of £30 160.00 supplemented by an estimated £1 310.40 in gratuities per annum, ensuring a rewarding compensation package. The Reception and Guest Services team ensures exceptional service for every guest, welcoming over 300 daily check‑ins and outs. With outstanding customer service, they exceed expectations by assisting with procedures, providing information, and addressing concerns. Their dedication creates a warm atmosphere, leaving guests with a positive impression of their stay at The Belfry Hotel & Resort. About the role Days Off: Sunday & Monday Night Shifts (22:30pm-7am): Friday & Saturday Additional Cover (22:30pm-7am): Provide cover for the night team shifts to cover holidays Evening/Late Shifts: Tuesday, Wednesday, and Thursday (5pm-2am, timing subject to confirmation) The Assistant Reception Manager – Lates is responsible for supporting the Reception Manager and Night Operations Manager in overseeing all night operations, ensuring smooth running of the property, maintaining excellent guest service standards, and providing leadership to the Reception and Night Team. This role also includes handling any incidents or emergencies during night shifts and acting as the primary point of contact for guests and staff. Your duties will include: Supervising, training and mentoring supervisors and receptionists to ensure exceptional guest journey at all times Ensuring smooth handling of guest issues and complaints Producing rotas according to business levels Following up queries where necessary on behalf of receptionists and shift leaders Performance management of the front office team, including job appraisals, observations, and identifying training requirements Providing excellent service to each and every guest Controlling departmental costs Assisting with purchasing and stock control Monitoring and reviewing guest feedback Assisting Reception Manager with all duties Completing Duty Manager shifts Assisting in the departmental hiring process About you Previous reception experience within a large hotel environment in a management role would be ideal. We are looking for candidates who have: Strong leadership and decision‑making abilities Excellent communication and customer service skills The ability to remain calm and professional under pressureSound knowledge of hotel operations and night audit processes A strong attention to detail and problem‑solving skills Belfry Benefits Learning & Development We inspire and develop our team through on‑the‑job coaching & mentoring, in‑house training and provide access to our online learning platform, The Belfry Campus. We offer apprenticeships in a host of subjects delivering nationally recognised qualifications to help advance careers, and our LEAD development programme empowers and inspires our teams to grow from Team Member through to Executive roles. We aim to promote internally where possible, nurture ambition and ensure all our team looking to progress have development plans in place, to support you to achieve your potential. Wellness We prioritise your wellbeing with discounted gym memberships and wellness programmes for personal growth. Partnering with The Burnt Chef Project, we offer mental health support and access to funded counselling. Our healthcare schemes include life assurance, 24‑hour GP services, and health cash‑plans, while our Menopause Support programme provides tailored assistance. With Wagestream access, you can easily track earnings, manage savings, and access wages on your terms, promoting financial wellness. Our Cycle2Work scheme supports sustainable travel for environmental and team wellbeing. Showing our appreciation We appreciate our team with our annual Belfry Awards, long service recognition, and extra holidays for loyalty and team events. Enjoy discounts at our resort's restaurants, bars, spa, and golf, for you and your friends & family. Access to Perkbox provides discounts & vouchers for everyday use plus on the spot rewards for your hard work. We provide free parking, a subsidised taxi service, and complimentary meals during shifts. Making a difference We are committed to sustainability and are proud of our Silver Award from Green Tourism and GEO Certification. The Belfry, spanning 550 acres in the Midlands, prioritises giving back to our local community and protecting wildlife. We integrate ESG into everything we do, from charity initiatives, raising over £20 000 last year, to golf course maintenance. We track charitable work at personal, departmental, and resort‑wide levels to showcase our community contributions. Our Values Working here is more than ‘just a job’: we are a community that values each individual’s contribution and growth, whilst supporting each other’s success – regardless of department or role. Our Belfry Beliefs – Make a Difference, Own Our Actions, Better Together, and Deliver Every Day – aren't just words; they're the foundation of our culture and the essence of who we are. If you're seeking a place where you can contribute, grow, and have a lasting impact – then the Belfry Hotel & Resort is the place for you. #J-18808-Ljbffr