Assistant reception manager

Job Ref: PRO1284

Branch: Mercure Blackburn Dunkenhalgh Hotel Spa

Location: Mercure Blackburn Dunkenhalgh Hotel Spa, Accrington

Salary/Benefits: Competitive Salary

Contract type: Permanent

Hours: Full Time

Shift pattern: variable over 7 days

Hours per week: 40

Posted date: 28/09/2026

Closing date: 28/10/2026

About Mercure Blackburn

Mercure Blackburn is a welcoming and contemporary hotel committed to delivering exceptional guest experiences. We pride ourselves on warm hospitality, service excellence, and a team culture built on professionalism, teamwork, and continuous improvement. As Assistant Reception Manager, you will play a key role in ensuring a first-class guest journey from arrival to departure.

Role Overview

The Assistant Reception Manager supports the Reception Manager in leading the Front Office team to deliver exceptional customer service, efficient reception operations, and a positive guest experience. This role is responsible for ensuring the smooth running of daily front desk activities, staff supervision, performance standards, guest satisfaction, and adherence to brand and operational standards.

Key Responsibilities

Guest Experience Front Desk Operations

• Ensure all guests receive a warm, professional, and memorable welcome and departure experience.
• Oversee day-to-day reception activities, including check-in, check-out, billing, reservations, and guest queries.
• Resolve guest complaints efficiently and professionally, escalating where appropriate.
• Maintain a strong presence in the reception area and lead by example in service delivery.

Team Leadership Supervision

• Support the Reception Manager with scheduling, supervision, coaching, and performance management of the reception team.
• Provide ongoing support, training, and development to new and existing team members.
• Encourage a positive, supportive, and collaborative working environment.
• Assist in conducting team meetings and briefs to ensure communication and standards remain clear and consistent.

Administration Reporting

• Oversee reception documentation, guest records, and audit requirements.
• Support the preparation of daily, weekly, and monthly Front Office reports.
• Maintain accurate cash handling, billing, and transaction processes in line with company policy.
• Assist in ensuring compliance with brand standards, policies, procedures, GDPR, and health safety requirements.

Sales Revenue Support

• Promote hotel services, FB offerings, upgrades, and local packages to support revenue growth.
• Assist in managing room availability, occupancy targets, and forecasting.
• Support the reservations process, including group bookings and special requests.

Systems Technology

• Ensure the team is competent in the PMS and hotel systems (e.g., Opera/Fourth, or hotel-specific systems).
• Support implementation of new technology, digital check-in or payment systems where required.

Skills, Experience Attributes

Essential

• Previous experience in a hotel front office or reception leadership role.
• Strong customer service and problem-solving skills.
• Ability to supervise, motivate, and develop a team.
• Excellent communication skills, both written and verbal.
• Strong organisational and time management abilities.
• Competence with hotel systems and front-office processes.

Desirable

• Experience within an Accor or Mercure-branded hotel.
• Knowledge of local area, tourism, and hotel sales practices.

Personal Qualities

We are looking for someone who is:

• Welcoming, confident, and professional in front of guests and colleagues.
• Calm under pressure and solutions-focused.
• Passionate about service excellence.
• Positive, proactive, and committed to continuous improvement.

Mercure Blackburn Dunkenhalgh Hotel Spa

At Mercure Blackburn Dunkenhalgh Hotel Spa, we believe a great career starts with feeling valued, supported and inspired every single day.

We're passionate about creating memorable experiences for our guests, and that starts with creating a great experience for our people. Whether you're launching your hospitality career or taking the next step, you'll be part of a welcoming team where your ideas matter, your development is supported and your contribution is recognised.

No two days are the same. You'll have the opportunity to learn new skills, build meaningful relationships and make a real impact while working in one of Lancashire's most iconic hotel and spa destinations.

Our hotel offers 175 beautifully appointed bedrooms, The Cameo Restaurant serving breakfast, lunch and dinner seven days a week, alongside our busy lounge bar and outdoor terrace. With 16 versatile meeting and event spaces, we host everything from corporate conferences and gala dinners to spectacular weddings and celebrations. Our Health Club Spa, complete with a swimming pool, gym and eight treatment rooms, gives guests the perfect place to relax while giving our team the opportunity to work across one of Lancashire's most diverse hospitality operations.

If you're someone who enjoys working with people, loves being part of a team and wants to grow in an environment that celebrates individuality, we'd love to hear from you.

Bring your personality. Build your future. Create unforgettable experiences with us.