Reception Manager

LGH Hotels Management Limited; Brentwood; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Free meals on duty

Free parking

IHG employee room benefit programme (T

Job summary

LGH Hotels Management Limited is seeking an experienced Reception Manager to lead the front desk and shape the guest experience from arrival. You will guide a reception team with warmth and confidence, ensuring guests feel welcomed and valued at every touchpoint.

The role balances strong operational management with people-centric leadership, coaching, and clear communication to deliver high standards of service even under pressure.

Qualifications

• Proven experience leading a reception or front office team in a hotel environment.
• Strong customer service orientation with a people-first approach.
• Demonstrates emotional intelligence, clarity and approachable leadership.

Responsibilities

• Lead the daily operations of the reception desk with consistent guest service.
• Monitor KPIs such as guest satisfaction and revenue targets.
• Train, coach and motivate reception team members for growth.
• Handle guest complaints calmly and achieve positive resolutions.
• Collaborate with other hotel departments to ensure a seamless guest journey.
• Oversee reservations and ensure accurate communication of bookings.
• Manage the reception budget and labour costs with accountability.
• Support employee discounts and wellbeing initiatives for staff.

Skills

Front office management

People management

Emotional intelligence

Guest service leadership

Job description

We are seeking an experienced and motivated Reception Manager to join our hotel leadership team. As the first point of contact for our guests, this role is central to shaping how people feel from the moment they arrive, setting the tone for their entire stay.

You will lead the Reception team with clarity, warmth and confidence, ensuring guests feel welcomed, supported and valued at every interaction. By creating a calm, well‑organised and positive front‑of‑house environment, you will help both guests and colleagues feel secure, informed and cared for.

In this role, you will balance strong operational management with people‑focused leadership. Through coaching, clear communication and positive direction, you will empower your team to deliver consistently high standards of service while handling challenges professionally and with empathy.

Key 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
• Our enviable employee discounts on bedroom rates across the LGH hotel portfolio.
• Access to the IHG employee room benefit programme across their global portfolio. (T&Cs apply).
• Shopping discounts - ranging from groceries, fashion, travel, utilities, days out, and even holidays.
• Eye care
• Free legal & money advice
• Counseling sessions
• Cycle to work scheme
• Wellbeing tips and support fitness videos
• Recipe ideas
• Advice on keeping active and healthy living
• Wellbeing podcasts and tv
• Breathing exercises
• 24/7 advice and support line
• Team reward & recognition
• Free meals on duty
• Free parking

Who Is This Role For?

This role is ideal for someone who:

• 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

If you are a people‑focused leader who values strong relationships, clear standards and meaningful guest experiences, this Reception Manager role offers the opportunity to make a real impact.

Hotel

With 149 luxurious bedrooms, guests can choose from a variety of dining options, including the newly refurbished lobby lounge, which offers all-day dining, and the exquisite Italian cuisine at ‘Marcos.’ The hotel also provides 24-hour room service and a well‑equipped fitness club for guests to maintain their fitness routine.

Marco’s Italian also features a stylish and inviting atmosphere, perfect for both casual dining and special occasions. The restaurant’s ambiance, combined with its exceptional food and service, ensures a memorable dining experience for all guests

We take pride in offering a memorable experience for our guests. Our dedication to providing exceptional service ensures that all our guests leave feeling satisfied and content

About us

Looking for an exciting career in the hospitality industry? Look no further than LGH Hotels Management! With a growing portfolio of 42 hotels throughout the UK, including globally recognised brands such as Crowne Plaza, Holiday Inn, and Best Western, all located in prime locations, we are the premier destination for those seeking a fulfilling career in hospitality. Join our dynamic team and be a part of shaping the future of the UK hospitality industry.