New Forest Hotels
Deputy General Manager – Head Receptionist
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Deputy General Manager - Head Receptionist
Location: Lyndhurst, Hampshire, United Kingdom
Salary: £31,209.00 per annum plus Tronc (service charge)
Job Type: Full Time, Permanent (40 hours per week)
About Us
Nestled in the heart of the beautiful New Forest, Forest Lodge Hotel is part of the New Forest Collection, a group of unique hotels renowned for delivering exceptional hospitality and memorable guest experiences.
We are looking for an enthusiastic, experienced and people-focused Deputy General Manager - Head Receptionist to join our leadership team. This is an exciting opportunity for an ambitious hospitality professional who thrives in a hands-on operational role and is ready to take the next step in their management career.
Role Overview
Working closely with the General Manager, you will play a key role in the day-to-day management of the hotel, ensuring exceptional guest experiences and smooth operational delivery across all departments.
You will lead the Reception team while supporting Food & Beverage operations, coaching and developing colleagues, resolving guest queries, and taking full responsibility for the hotel in the General Manager's absence.
This is a varied role where no two days are the same, requiring excellent leadership, organisation and communication skills together with a genuine passion for hospitality.
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Key Responsibilities
- Leading and inspiring the Reception team to deliver exceptional guest service.
- Supporting the General Manager with the day-to-day operation of the hotel.
- Taking full responsibility for the hotel during the General Manager's absence.
- Overseeing Reception and supporting Food & Beverage operations to ensure smooth service throughout the day.
- Handling guest enquiries and resolving complaints professionally and efficiently.
- Assisting with hotel forecasting, reporting and operational planning.
- Supporting recruitment, training and development of team members.
- Ensuring Health & Safety, Fire Safety and Swimming Pool procedures are maintained.
- Assisting with hotel room, conference and event bookings.
- Working closely with all departments to ensure a seamless guest journey.
- Opening and closing the hotel while maintaining security and operational standards.
About You
You'll be a confident and approachable leader with a passion for delivering outstanding hospitality.
You'll ideally have:
- Previous supervisory or management experience within a hotel environment.
- Reception management experience.
- Excellent customer service and communication skills.
- Strong organisational and problem-solving abilities.
- Experience using hotel reservation systems (Guestline experience is advantageous).
- Good knowledge of Microsoft Office, particularly Outlook, Excel and Word.
- A flexible, hands-on approach and the ability to remain calm under pressure.
- A genuine passion for developing people and creating memorable guest experiences.
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Benefits
- Competitive salary of £31,209.00 per annum
- Tronc (service charge)
- Career development and progression opportunities within the New Forest Collection
- Staff discounts across our hotels, restaurants and accommodation
- Discounts with local partner attractions
- TiPJAR
- Hospitality Action Employee Assistance Programme
- Pension Scheme
- Free on-site parking
- Company events
- A supportive, friendly and professional working environment
Join Our Team
If you're an experienced hotel professional looking for your next leadership opportunity, we'd love to hear from you.
Apply today and become part of the team at Forest Lodge Hotel, where exceptional hospitality and outstanding guest experiences are at the heart of everything we do.
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