Reception Manager

Hotel Indigo - Reception; Greater London; On-site; GBP 42,000 - 56,000; Full time

Job summary

Criterion Hospitality is seeking a passionate Reception Manager to lead the front office team and ensure superb guest experiences from arrival to departure. You will bring energy, organisation, and leadership to create a warm, professional, and efficient front-of-house environment.

Key responsibilities include overseeing reception operations, coaching staff, handling guest feedback, and collaborating with other departments to exceed guest expectations.

Qualifications

• Previous experience as a Reception Manager or Guest Services Manager in a hotel environment.
• Strong knowledge of front office systems and procedures.
• Hands-on leadership style with the ability to inspire and develop your team.
• Confident, professional, and energetic approach to guest service.
• Excellent communication, organisational, and people management skills.

Responsibilities

• Oversee the daily operations of the reception/front desk, ensuring seamless check-in/check-out procedures.
• Lead, train, and motivate the reception team to deliver consistently high levels of guest service.
• Handle guest feedback and resolve issues with professionalism and urgency.
• Ensure lobby and front desk areas are managed proactively and always presentable.
• Support the Front Office Manager in administrative tasks, rotas, team development, and performance management.
• Maintain accurate records and ensure compliance with health & safety and data protection protocols.
• Work collaboratively with other departments to ensure guest needs are exceeded.

Skills

Leadership

Guest service

Front office systems

Communication

Organisation

People management

Job description

An exceptional opportunity has arisen for a passionate and experienced Reception Manager to join the Front Office Team at Criterion Hospitality.

As Reception Manager, you will play a vital leadership role in the smooth day-to-day running of the reception desk, ensuring outstanding guest experiences from arrival to departure. You'll bring energy, organisation, and passion to the role, leading your team by example and creating a warm, professional, and efficient front-of-house environment.

Key Responsibilities:

• Oversee the daily operations of the reception/front desk, ensuring seamless check-in/check-out procedures

• Lead, train, and motivate the reception team to deliver consistently high levels of guest service

• Handle guest feedback and resolve issues with professionalism and urgency

• Ensure lobby and front desk areas are managed proactively and always presentable

• Support the Front Office Manager in administrative tasks, rotas, team development, and performance management

• Maintain accurate records and ensure compliance with health & safety and data protection protocols

• Work collaboratively with other departments to ensure guest needs are exceeded

About Us:

Criterion Hospitality is a vibrant and forward-thinking company bringing innovation to real estate, hotels, and beyond. With four hotels located in London's dynamic West End, we are passionate about delivering exceptional guest experiences and pushing creative boundaries in everything we do.

What We're Looking For:

• Previous experience as a Reception Manager or Guest Services Manager in a hotel environment

• Strong knowledge of front office systems and procedures

• Hands-on leadership style with the ability to inspire and develop your team

• Confident, professional, and energetic approach to guest service

• Excellent communication, organisational, and people management skills

• Calm under pressure and solution-oriented with a can-do attitude