Reception Manager

Novotel Hotels; Greater London; On-site; GBP 38,000 - 46,000; Full time

Job summary

Novotel London Excel, part of the Accor family, is seeking a dedicated Reception Manager to lead the front desk and ensure an exceptional guest experience.

You will oversee daily operations, coach a dynamic team, and collaborate with the Room Division Manager to maintain service excellence and smooth delivery across all shifts.

The role demands a hands-on leader with strong communication, a passion for hospitality, and a focus on upselling and guest satisfaction in a busy London hotel.

Qualifications

• Proven experience in front office operations with a supervisory/managerial track record.
• Excellent leadership, coaching and people-management skills.
• Strong communication and interpersonal abilities with guest-service focus.
• Good knowledge of Opera Cloud software.

Responsibilities

• Assist guests with check-in and check-out, including cashiering duties.
• Define and manage a service delivery system to keep high guest satisfaction.
• Provide a warm welcome, register guests accurately and issue keys per standards.
• Address guest requests, feedback, directions and personalized suggestions.
• Handle emails, messages, calls and complaints promptly and courteously.
• Upsell to higher rate categories and secure best rates for walk-ins.
• Meet and facilitate rooming arrangements for VIP guests.
• Lead and motivate the front office team to maintain high standards.
• Oversee front office performance and conduct; perform special projects as needed.

Skills

Front office management

Leadership

Team supervision

Customer service

Opera Cloud

Tools

Opera Cloud

Job description

Company 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

The main responsibilities and tasks of this position are as listed below, but not limited to these:

• 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

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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