Reception Manager

SmartRecruiters, Inc.; Greater London; On-site; GBP 35,000 - 42,000; Full time

Job summary

Novotel London Excel is seeking a dedicated Reception Manager to lead the front desk and deliver an exceptional guest experience. You will manage daily front office operations, drive service excellence, and support the Room Division Manager to ensure smooth and efficient service.

You will supervise the front office team, handle check-ins/check-outs, upsell when possible, respond to guest requests, and maintain high standards of operation.

Qualifications

• Right to work in the UK.
• Experience in front office operations with supervisory/managerial capacity.
• Excellent leadership and coaching abilities.
• Strong communication and interpersonal skills.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Assist guests with check-in and check-out processes, including cashiering duties to ensure smooth transactions.
• Define, coordinate, and manage a service delivery system utilizing resources, data, and service standards to maintain high guest satisfaction.
• Provide a warm and professional welcome to guests upon arrival, registering them accurately and issuing room keys following established standards.
• Efficiently assist guests throughout their stay by addressing requests, handling feedback, providing directions, and offering personalized suggestions.
• Manage guests’ emails, messages, incoming phone calls and complaints promptly and courteously.
• Maximize room revenue by upselling to higher rate categories and securing the best possible rates for walk-in guests.
• Meet, greet, and facilitate seamless rooming arrangements for VIP guests, ensuring a memorable experience.
• Lead and motivate the front office team to maintain high standards of service and operational efficiency.
• Manage the front office team performance and conduct.
• Perform any related duties and special projects as requested by the Room Division Manager.

Skills

Leadership

Front office management

Customer service

Communication skills

Multitasking

Tools

Opera Cloud software

Job description

\"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS\"

Job Description

We are seeking a dedicated and professional Reception Manager to lead our front desk team and ensure an exceptional guest experience. This role requires a dynamic individual capable of managing daily front office operations, driving service excellence, and supporting the Room Division Manager in maintaining smooth and efficient service delivery.

Key Responsibilities

• Assist guests with check-in and check-out processes, including cashiering duties to ensure smooth transactions
• Define, coordinate, and manage a service delivery system utilizing resources, tools, data, and service standards to maintain high guest satisfaction
• Provide a warm and professional welcome to guests upon arrival, registering them accurately and issuing room keys following established standards
• Efficiently assist guests throughout their stay by addressing requests, handling feedback, providing directions, and offering personalized suggestions
• Manage guests’ emails, messages, incoming phone calls and complaints promptly and courteously
• Maximize room revenue by upselling to higher rate categories and securing the best possible rates for walk-in guests
• Meet, greet, and facilitate seamless rooming arrangements for VIP guests, ensuring a memorable experience
• Lead and motivate the front office team to maintain high standards of service and operational efficiency
• Manage the front office team performance and conduct
• Perform any related duties and special projects as requested by the Room Division Manager

Qualifications

• Right to work in the UK
• Proven experience in front office operations with a strong track record in a supervisory or managerial capacity
• Excellent leadership skills with the ability to inspire, coach, and manage a dynamic team
• Strong knowledge of Opera Cloud software
• Outstanding communication and interpersonal skills, with a genuine passion for guest service
• Ability to multitask and thrive in a fast-paced, detail-oriented environment

Additional Information

Ready to discover more? Get in touch with us. We would love to hear from you.

One more thing…

By working at Novotel London Excel you will be part of the Accor network, worldwide hospitality leader. With us, you can be all you are, work with purpose, grow, learn, enjoy and explore Accor’s limitless opportunities. Discover our Talent stories at heart-of-hospitality.com or on Instagram @heart.of.hospitality

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong.

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