ABOUT US The hotel consists of 192 design-led bedrooms, complemented by Parker’s Tavern, a high-end, quintessentially British restaurant & bar, along with the adjoining library, bar, and ballroom. Set in the heart of Cambridge, University Arms is the ‘go to’ destination, alluring visitors with the promise of a sense of modern luxury, adorned with moments of enchanting discovery. WHAT WILL YOU BE DOING As Reception Manager, you will support the day-to-day management of our Front of House Team, providing training, revising procedures, and ensuring our guests have a smooth and exceptional experience when staying at University Arms. THE DUTIES You will be responsible for overseeing the Front of House team in the running of the daily operations and looking after our guests during check-in, check-out, and throughout their stay to ensure they have a memorable experience. You will continuously train the team on how to live our values, service standards, and procedures - we bring our values to life every day and celebrate success You will continuously identify and analyse operational challenges and opportunities and deliver solutions for improvement – we are all about the solution, not the problem You will drive standards and performance throughout the team to ensure that the department provides the best possible experience to our guests – we believe in holding ourselves accountable, by being friendly and delivering our service in a sophisticated and authentic manner. You will coordinate with other departments, such as housekeeping, food & beverage, and maintenance, to ensure that guests’ requests are met promptly – you will take accountability to ensure actions happen You will assist the Front Office Manager with recruiting and onboarding new starters. You will support the Front Office Manager with reporting and setting departmental objectives, work schedules, budgets, policies, and procedures. Taking ownership of guest complaints - you will be fully empowered to make decisions whilst dealing with guests and are expected to take full ownership of the feedback to ensure every guest leaves the hotel happy. Support the Front Office Manager with holding probation reviews. You will maximise room occupancy at the best rates and use up-selling techniques to promote hotel services and facilities. You will constantly be thinking about how we can improve the way we do things to create an even better guest experience. Ensure that the reception desk is always neat and tidy, with all necessary equipment and supplies in place. Have an eye for detail when it comes to the hotel environment. Regularly walk through public spaces to ensure the building is well maintained and operational areas have an atmosphere that meets or exceeds guest expectations. Respond promptly and effectively to emergencies, coordinating emergency response efforts and ensuring appropriate actions are taken. WHAT ARE WE LOOKING FOR IN YOU At least 2 years experience as a Reception Manager or Assistant Front of House Manager in a luxury hotel. A passion for hospitality and a genuine desire to ensure that guests have the best possible experiences. Ability to build a high-performance culture, setting clear expectations, empowering a team, and holding people accountable. Friendliness, efficiency, and a ‘can-do’ attitude with the willingness to go that extra mile. You are able to work under pressure in a fast-paced environment and confident in making important decisions. Confident knowledge of Opera PMS and Microsoft Office is preferred. Excellent verbal and written communication skills, including fluency in English and any additional languages, are an advantage. Ability to work nights, weekends, and bank holidays. Having a reliable method of transportation to the hotel is essential – we have no on-site parking. THE PERKS As well as the opportunity to work with a fantastic team in an exceptional property, the position comes with: Competitive salary Free meals on duty Team Member Incentives Team Member Parties Room and F&B discounts across the Marriott portfolio Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn up to £400 for referring them RIGHT TO WORK: In line with the requirements of UK immigration legislation, all applicants must be eligible to live and work in the UK. Documentary evidence of eligibility to work will be required from candidates as part of the recruitment process.