Job Description

Job Ref:

PRO1037

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:

21/11/2025

Closing date:

23/12/2025

About Mercure Blackburn

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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

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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

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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

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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

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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.

Join the Team at Mercure Blackburn Dunkenhalgh Hotel Spa

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Are you looking to be part of a prestigious team in a stunning location? At Mercure Blackburn Dunkenhalgh Hotel Spa, we combine the historic charm of a 700-year-old country manor with modern facilities, providing our guests with exceptional experiences. Nestled in 17 acres of scenic parkland in the heart of the Lancashire countryside, our hotel offers a welcoming atmosphere and a range of top-tier services, including a luxurious spa, leisure facilities, and event spaces.



We are committed to offering our employees a supportive and dynamic environment where they can grow and develop their careers in hospitality. Whether you're interested in guest services, event coordination, or working in our renowned spa, there are plenty of opportunities to join a talented and dedicated team.

Why Work with Us?

Be part of a historic and beautiful setting with restored features and modern amenities. Contribute to creating memorable experiences for our guests, whether they are attending a wedding, hosting a conference, or enjoying a relaxing stay. Enjoy the benefits of working in a prestigious hotel while developing your skills and career within the hospitality industry. Join a supportive and inclusive work culture where your contributions are valued.

Located near popular attractions like the Trough of Bowland and Blackpool Pleasure Beach, the Mercure Blackburn Dunkenhalgh Hotel Spa offers a unique opportunity to work in one of the most beautiful areas of Lancashire.

Join Us

We are always looking for passionate, customer-focused individuals to join our team. If you're excited about the opportunity to work in a historic, vibrant environment where you can make a real difference, we'd love to hear from you.