Reception Manager

Hyatt; City Of London; On-site; GBP 33,000 - 40,000; Full time

Benefits offered by this job

12 complimentary nights a year across

Discounted hotel stays

Free meals on duty

Uniform provided

Headspace membership

Career development opportunities

Job summary

Hyatt Regency London Blackfriars is seeking a dynamic Reception Manager to lead the Front Office team, ensuring seamless guest experiences from arrival to departure in a five-star setting. The role involves coaching staff, managing day-to-day operations, and maintaining high standards of service and professionalism.

The ideal candidate will drive revenue, profitability, and brand visibility while fostering a culture of care and continuous improvement in a fast-paced environment.

Qualifications

• Experience leading a Front Office team in hospitality.
• Strong leadership and guest service skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Manage daily front desk operations to ensure a seamless guest experience.
• Lead, train, schedule, and evaluate the Front Office team to maintain 5-star standards.
• Act as Front Office Manager during absences and serve as Duty Manager as required.
• Oversee recruitment, onboarding, and ongoing development of the Front Office team.
• Set departmental objectives and provide regular feedback and coaching to staff.
• Ensure exceptional arrival and departure experiences for all guests, including VIPs.
• Monitor and improve check-in/check-out processes for efficiency and guest satisfaction.
• Handle guest complaints and service recovery in a timely, professional manner.
• Interact confidently with high-profile guests while maintaining discretion.

Job description

Reception Manager

Salary: £36,550 + Service Charge

About Hyatt Regency London Blackfriars

Hyatt Regency London Blackfriars is located next to Blackfriars Station in the heart of the City of London, within walking distance of St Paul's Cathedral, Tate Modern and the South Bank. This Grade II listed five-star hotel stands on the historic site of King Henry VIII's Bridewell Palace and features 205 stylish guestrooms and suites along with versatile meeting and event spaces. Dining experiences include NYnLON, a sophisticated yet relaxed bistro bringing the flavours of New York dining culture to London with East Coast classics and seasonal produce, and Leaf and Cane, a vibrant late night bar with live sports screenings, karaoke nights, a dynamic calendar of social events, premium beers and a lively social atmosphere.

Colleagues have the opportunity to work in a distinctive historic setting while welcoming both international business travellers and leisure guests to central London.

Duties & Responsibilities

• Manage daily front desk operations, ensuring an efficient and seamless guest experience.
• Lead, train, schedule, and evaluate the performance of the Front Office team to maintain 5 star service standards.
• Act as the Front Office Manager in their absence and serve as Duty Manager as required.
• Oversee recruitment, onboarding, and continual development of the Front Office team.
• Set departmental objectives and provide regular feedback and coaching to team members.
• Ensure exceptional arrival and departure experiences for all guests, including VIPs and repeat visitors.
• Monitor and improve check-in and check-out processes to optimize efficiency and satisfaction.
• Handle guest complaints, feedback, and service recovery in a professional and timely manner.
• Confidently interact with high-profile guests while maintaining discretion and professionalism.
• Monitor guest satisfaction scores and implement initiatives to continuously enhance service delivery.

About you

You are a dynamic Team Leader with a strong balance of strategic vision and hands-on operational expertise. Passionate about creating exceptional guest experiences, you inspire and coach your team to deliver personalized, high-quality service every day. You are commercially astute, with proven experience driving revenue, profitability, and brand visibility across multiple venues. Adaptable and collaborative, you thrive in a fast-paced environment while fostering a culture of care, growth, and innovation.

Benefits

• 12 complimentary nights a year across Hyatt Hotels worldwide
• Discounted hotel stays across Hyatt not just for you but also your family and friends from the day you start!
• Free meals on duty
• 50% discount on food and beverages when you dine as a guest at selected Hyatt Hotels
• Uniform provided and laundered complimentary
• Headspace membership and access to our Employee Assistance Programme
• Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide

At Hyatt 'We care for people so they can be their best'. This is demonstrated in our values of Empathy, Integrity, Respect, Inclusion, Experimentation and Wellbeing. Joining us means you will be part of the ever-growing Hyatt family which has 1250 hotels in over 76 countries and is recognised as a Great Place to Work Company!

Being part of Hyatt means always having space to be you. We are passionate about diversity, equity and inclusion. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities and identities.

Join a team that is making travel more human. Connected. Sustainable. Here, everyone's role matters. Opportunities are yours to shape. Your individuality is celebrated. At the heart of Hyatt is our shared belief that hospitality is more than just a job - it's a career for people who care.