Reception Manager

Axiom Hospitality; Greater London; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Hotel discounts

28 days holiday

Discounts across retail & events

Employee Assistance Line

Wagestream pay access

Xcape stayover after 1 year

Training & progression

Referral bonus £250

Free meals on shift

Length of service awards

Job summary

The Guardsman Hotel in London is seeking a Reception Manager to lead the front desk team and deliver outstanding guest experiences in a busy luxury setting. You will coach staff, maintain high service standards, and act as the ambassador for exceptional hospitality.

Reporting to the General Manager, you will drive operational excellence, manage costs, and continuously improve processes while maintaining pride in presentation and guest satisfaction. Competitive salary plus service charge.

Qualifications

• Truly passionate about the Hospitality Industry.
• Previous experience as a receptionist or reception supervisor is required.
• Ability to understand guests’ needs to create exceptional service experiences.
• Outstanding customer service skills with the ability to anticipate guests’ needs.
• A strong leader capable of motivating and influencing others to work to defined procedures and standards.
• Excellent personal presentation.
• Ability to function independently with minimal supervision.
• Excellent communication skills, both verbal and written.
• Enthusiastic team player with a flexible approach.

Responsibilities

• Manage the full guest experience from booking to post-stay, delivering a great experience aligned with our values.
• Directly manage the Front Desk Team in delivering the Front of House strategy and targets.
• Control departmental costs by efficient scheduling and resource use.
• Identify opportunities to improve operations and guest experience.
• Address guests’ service needs in a professional, positive, and timely manner.
• Ensure quality standards and proper presentation across all interactions.
• Set a positive example for staff and maintain professional demeanor.
• Review guest feedback and drive continuous improvement across the operation.

Skills

Hospitality passion

Reception experience

Customer service

Leadership

Communication skills

Independent working

Team player

Presentable

Job description

The Guardsman Hotel

Salary: Competitive plus service charge

Job Type: Permanent

Hours: Full-time

Town: London

The Guardsman is a new 59 room, luxury hotel in St. James's. Alongside these rooms are six residences intended for longer-term stays. With the scale, familiarity and feel of a club, The Guardsman is a home from home that will inspire both loyalty and longer stays. The hotel has an unmistakably British feel that befits its proximity to such iconic landmarks as Buckingham Palace and The Palace of Westminster. Whilst the scale and ambiance are more reminiscent of a club than a hotel, the interiors have a bright, modern and relaxed feel that is lent a very British character with a few, carefully chosen, traditional and quirky embellishments.

We are currently recruiting for a Reception Manager to join our Truly Talented team.

Reporting directly to General Manager, this is an exciting role for a talented individual who is looking for career growth and for the opportunity to lead a hardworking team.

Competitive Salary plus service charge

Benefits

• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Free meals while on shift;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Your role

As a Reception Manager, you will be running the reception department. You manage, coach and train the team to provide courteous and efficient service to all guests and maintain the levels of service to the highest standards at all times.

You will lead by example and greet guests in a warm, friendly manner and be a true ambassador for excellent service, dealing with all requests and queries in an efficient and professional manner, whether face-to-face or over the telephone.

You’ll work in a busy and hardworking team environment, where you’ll continually learn and develop.

Responsibilities of a Reception Manager will include but are not limited to:

• Managing the full guest experience from the moment of booking through to post-stay – ensuring each and every guest receives a great experience, defined by our values and mission statement;
• Directly managing the Front Desk Team in delivering the Front of House strategy and targets;
• Manage the departmental costs ensuring scheduling and resources are dispatched accordingly to support operational performance;
• Establishing opportunities for improving operations consistently;
• Address guests' service needs in a professional, positive, and timely manner;
• Comply with quality assurance expectations and standards;
• Setting a clear example for all staff members with regard to personal presentation and positive attitude;
• Regularly review our guest experience feedback, share results and comments and work to improve each facet of the business;
• Continuously improve all operational processes and ensure these are clearly communicated to the relevant team members.

The ideal person for this role will be enthusiastic about change, focused on details and trusting.

The Core Skills And Experience Required To Succeed

• Truly passionate about the Hospitality Industry;
• Previous experience as a receptionist or reception supervisor is required;
• Ability to understand our guests’ needs to create exceptional service experiences, that result in lasting memories;
• Outstanding customer service skills with the ability to anticipate guests’ needs;
• A strong leader capable of motivating and influencing others to work to defined procedures and standards;
• Excellent personal presentation;
• Ability to function independently with a minimum of supervision;
• Excellent communication skills, the ability to communicate verbally and in writing;
• To be an enthusiastic team player with a flexible approach.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and The Guardsman Hotel.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.