Front Office Reception Manager - Guest Experience Leader

Royal Garden Hotel Limited; Greater London; On-site; GBP 30,000 - 42,000; Full time

Job summary

Royal Garden Hotel Limited in London seeks a Reception Manager to lead the Front Office team across day and night shifts, ensuring a warm, efficient check-in and guest experience. The role demands strong leadership, a proactive attitude, and a commitment to exceptional service.

You will coach assistants, supervisors and receptionists, monitor performance against BRM targets, uphold brand standards, and handle guest inquiries and complaints with professionalism. Opera PMS experience preferred.

Qualifications

• Experience in hotel front desk operations and guest relations.
• Strong communication and interpersonal skills.
• Ability to manage a team and work under pressure.
• Understanding of professional ethics and decorum.

Responsibilities

• Manage daily operation of the Front Office team and supervisors to ensure guest satisfaction.
• Ensure lobby is staffed and guests are greeted with a smile and eye contact.
• Be the first point of contact for guests seeking managerial attention.
• Handle inquiries, requests and complaints with professionalism and speed.
• Drive department revenue targets as outlined in BRM.
• Maintain high standards of personal presentation and appearance for the team.
• Ensure smooth handovers at start and end of shifts.
• Guide Assistant Reception Managers to meet departmental objectives.
• Oversee daily operations to meet individual and department goals.
• Manage and monitor telephone interactions to uphold service quality.

Skills

Communication skills

Opera PMS

Team leadership

Customer service

Tools

Opera PMS

Job description

Royal Garden Hotel Limited in London seeks a Reception Manager to lead the Front Office team across day and night shifts, ensuring a warm, efficient check-in and guest experience. The role demands strong leadership, a proactive attitude, and a commitment to exceptional service.

You will coach assistants, supervisors and receptionists, monitor performance against BRM targets, uphold brand standards, and handle guest inquiries and complaints with professionalism. Opera PMS experience preferred.