Assistant Reception Manager

Old Course Hotel, Golf Resort & Spa; ST Andrews; On-site; GBP 31,000; Full time

Job description

Work Mode: Onsite

• About Us: At the heart of the world’s greatest golfing destination, the Old Course Hotel, Golf Resort & Spa is an AA 5 Red star, award-winning resort centred around active wellbeing and indulgent good times. Part of Kohler Company, the Old Course Hotel, Golf Resort & Spa is a privately owned resort, priding ourselves on delivering personalised guest experiences to create lasting memories.
  
  

Why Join Our Team?

With a reputation as an employer of choice, we are committed to ensuring our associates are our number one priority. St Andrews is the home of golf and we are the home of great guest service. People are our passion and we believe each associate plays a vital role in providing memorable experiences to our guests.

We are a forward-thinking employer committed to the Hoteliers Charter and developing our people, which is why we employ based on personality. We believe all skills can be taught!

Throughout your career with us, you’ll have access to a wide range of different training opportunities providing routes to progress from within, allowing you to reach your full potential whilst supported by our committed leadership team.

We love celebrating our associates’ success and do so through our employee reward recognition schemes which encompass our ‘HOME’ ethos including Associate of the Month.

Whilst working for one of the most iconic hotels in Scotland, you will be rewarded with a competitive salary, company pension scheme, free onsite car parking, meals whilst on duty, 24/7 access to our employee assistance programme and FREE fitness access.

Our benefits don’t end there; in your spare time, we also offer free access to The Duke’s golf course and superb discounts in our restaurants, shops, spa and room rates. Giving you the opportunity to enjoy the many luxuries Old Course Hotel has to offer and experience the 5* service for yourself.

A career at Old Course Hotel, what’s not to love?

• All benefits subject to availability
  
  

About The Role

An exciting opportunity within our Front Desk team has become available for an Assistant Reception Manager. Our Receptionist team are the face and brand ambassadors of the Old Course Hotel and are passionate about providing excellent customer service and looking after our guests from the warm and cheerful greeting through to the heartfelt goodbye.

You will be responsible for ensuring the seamless operation of the reception desk, delivering exceptional guest experiences, and supporting the Front of House Manager in managing the front desk team. This role requires strong leadership, problem-solving skills, and a guest-centric approach to uphold the hotel’s five-star standards.

Your responsibilities will include;

Guest Experience & Service Excellence

• Warmly welcome and engage with guests, ensuring a personalised check-in and check-out experience.
• Proactively anticipate guest needs and handle special requests or complaints with professionalism and efficiency.
• Ensure reception associates adhere to established five-star service standards, demonstrating attentiveness, courtesy, and discretion.
• Monitor guest feedback, both verbal and online, and implement service improvements accordingly.
• Assist in preparation, training of team and overarching adherence to the various audit schemes the hotel subscribes to such as, Preferred Hotels, Forbes, AA etc.
  
  

Leadership & Team Development

• Lead, mentor, and train reception associates to deliver exceptional service and maintain a professional manner.
• Foster a culture of continuous improvement, encouraging associates to take initiative and exceed guest expectations.
• Assist in scheduling, ensuring adequate coverage, managing workloads effectively and adhering to departmental labour standards.
• Conduct regular performance discussions and provide constructive feedback to enhance team performance.
  
  

Operations

• Oversee daily reception operations, ensuring efficiency in guest arrivals, departures, and room allocations.
• Quickly resolve operational challenges and escalate issues when necessary to maintain smooth hotel functioning.
• Collaborate with housekeeping, reservations, in-room dining and other important stakeholder departments, to ensure seamless communication and service.
• Embody the hotel’s HOME values, Heart, One Team, Make Memories and Empower.
  
  

Revenue & Sales Optimisation

• Assist in maximising room occupancy through effective front desk upselling and guest loyalty programs.
• Monitor and manage guest accounts, billing accuracy, and payment procedures.
• Ensure that VIP guests, repeat guests, and high-profile guests receive personalised service and attention.
  
  

Skills/Requirements

To be successful in this role you will have the following qualities and experience:

• Previous experience in a front office or reception management or leadership role within a four- or five-star hotel.
• Previous experience of hotel management systems and front desk procedures.
• Excellent command of English; additional languages are an advantage.
  
  

Ability to work flexible hours, including weekends and holidays, as required.

Hours

Permanent Full Time, 40hrs per week

Remuneration

£30,903.60 per annum

Benefits

• Free meals and drinks in our complimentary staff canteen
• Discounts across the resort including in our restaurants, room rates, pro shop and golf course
• Wider group discounts within Kohler group.
• Free access to our on-site gym and spa facility.
• Free access to our The Dukes Championship Golf Course
• 24/7 access to the Employee Assistance Programme
  
  

The Old Course Hotel, Golf Resort and Spa is an equal opportunities employer. We aim to ensure that no job applicant, employee, or worker is discriminated against on the grounds of protected characteristics.

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact [e-mail]. Kohler Co. is an equal opportunity/affirmative action employer.