Reception Leader: Elevate Guest Experience & Team Growth

LGH Hotel Management; Brook Street; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Room discounts

IHG benefit

Shopping discounts

Eye care

Counseling

Cycle to work

Wellbeing resources

Free meals

Free parking

Job summary

LGH Hotels Management seeks an experienced Reception Manager to lead the front desk and drive excellent guest service across all touchpoints. You will oversee daily operations, supervise a reception team, and partner with other departments to deliver a seamless guest journey.

The role emphasizes coaching, clear communication and a calm, organised front-of-house environment to ensure guests feel welcomed, valued and cared for throughout their stay.

Qualifications

• Has proven experience leading a reception or front office team in a hotel environment.
• Leads with emotional intelligence, clarity and approachability.
• Understands that exceptional guest service comes from well-supported, confident teams.
• Balances operational structure with warmth, flexibility and human connection.
• Communicates clearly and positively, even in high-pressure or challenging situations.
• Takes pride in creating welcoming, well-run environments where guests feel reassured and valued.
• Enjoys developing others and creating a culture of professionalism, trust and engagement.

Responsibilities

• Lead and manage the daily operations of the reception desk, ensuring excellent, consistent guest service.
• Monitor and drive key performance indicators, including guest satisfaction and revenue targets.
• Train, coach and motivate reception team members, supporting their confidence, skills and professional growth.
• Handle guest complaints or issues calmly and effectively, ensuring positive resolutions wherever possible.
• Build strong working relationships with guests and collaborate closely with other hotel departments to create a seamless guest journey.
• Oversee the reservations system, ensuring bookings are accurate, well managed and clearly communicated.
• Work collaboratively with other departments to ensure guest requests are fulfilled efficiently and effectively.
• Manage the reception budget, including labour costs and departmental expenses, with care and accountability.

Job description

LGH Hotels Management seeks an experienced Reception Manager to lead the front desk and drive excellent guest service across all touchpoints. You will oversee daily operations, supervise a reception team, and partner with other departments to deliver a seamless guest journey.

The role emphasizes coaching, clear communication and a calm, organised front-of-house environment to ensure guests feel welcomed, valued and cared for throughout their stay.