Reception Manager

As Reception Manager at Poolhouse, you are the guardian of the guest's first and last impression. You lead the host team with precision, poise, and personality - combining the charm of a top concierge with the control of an event planner. You are a whizz on our reservations system and you'll own the flow of bookings, arrivals and walk-ins, with a hunger for optimisation. You'll organise the team to welcome each shift and special occasions with a calm, structured approach, and uphold a high standard of etiquette, organisation, and guest care. You set the tone for what world-class welcome looks like.,

• Lead the host team to deliver seamless, stylish, and guest-focused greetings and farewells
• Oversee the bookings and reservations system with diligence and accuracy
• Manage guest flow during busy periods to avoid queues and bottlenecks
• Deliver pre-shift briefings to set expectations and tone
• Provide on-the-floor coaching and feedback to hosts
• Train the team in professional etiquette, presentation, and service tone
• Liaise closely with floor, kitchen, and bar teams to manage timing and turnarounds
• Handle special occasions, VIPs, and event bookings with confidence and care
• Monitor and maintain the presentation of the reception and entry area
• Contribute to creating a welcoming, polished, and well-ordered front-of-house environment
  
  Proven experience in high-end reception, front desk, or guest services
• Exceptionally organised with an eye for process and structure
• Meticulous attention to detail and personal presentation
• Naturally diplomatic, confident, and composed under pressure
• Strong communication skills - direct, kind, and clear
• A role model in guest etiquette and team conduct
• Proficient with booking systems and guest management software
• Passionate about guest experience and building a team that reflects excellence
  
  Guests are greeted with warmth, confidence, and polish every time
• Bookings are managed flawlessly and the front desk runs like clockwork
• The host team is clear, composed, and beautifully presented
• You spot issues in advance and solve them with minimal fuss
• Communication between hosts, floor, and management is seamless
• You uphold (and elevate) the tone, manners, and presence of the team
• Feedback is welcomed and given constructively, regularly, and clearly
Where This Role Can Take You With continued growth, development, and results, this role can grow into:
• Sales & Events Manager
• Assistant General Manager (AGM)
Our Way of Working This role is delivered with care, curiosity, and integrity, in line with our Poolhouse values: Experience Obsessed | Take Care | Seek Excellence | Integrity | Elite Sports Team Mentality,
• Free Health Assured EAP membership (counselling, life coaching, legal and financial support)
• Perks and Discounts platform
• Medicash Health Cash plan
• Wagestream access (early pay & savings tools)
• Paid volunteer day for a charity of your choice
• Birthdays off
• Free nutritious meals at work
• Twice yearly Poolhouse Socials
• Code subscription