Reception Manager

RBH; Greater London; On-site; GBP 32,000 - 44,000; Full time

Benefits offered by this job

Room rates discount for staff and fam

Birthday leave

Maternity leave

Course sponsorship

F&B discount

Refer a Friend

Flexible working

Wagestream

Life Insurance

Employee Assistance Programme

Wellness events

Free meals on duty

Job summary

RBH Hospitality Management is seeking a Reception Manager for Hyatt Place London City East. You will lead the Front Desk, ensuring exceptional guest arrivals, stays, and departures, while driving service excellence and commercial performance.

You will report to the Front Office Manager and develop a high-performing team, maintaining Hyatt brand standards and coordinating with Housekeeping, Maintenance and Reservations to deliver seamless guest experiences.

Qualifications

• Previous Reception Manager or senior Front Office leadership experience.
• Passion for delivering exceptional guest experiences.
• Strong leadership and people development skills.
• Excellent communication and interpersonal abilities.
• Experience managing guest feedback and service recovery.
• Experience managing rotas and staffing.
• Commercial mindset with upselling revenue experience.
• Experience with Front Office operations.
• Experience using Opera Cloud or a similar PMS.
• Knowledge of health and safety requirements.

Responsibilities

• Lead the reception team to deliver personalised, high-quality service.
• Oversee day-to-day Front Desk operations and maintain brand standards.
• Develop team members through coaching and training initiatives.
• Manage guest relations, feedback, and service recovery.
• Coordinate cross-functionally with Housekeeping, Reservations and Revenue.
• Monitor reservations, billing, and payment procedures.
• Drive upselling and revenue opportunities while controlling costs.

Skills

Hospitality leadership

Guest services excellence

Staff development

Operations coordination

Education

Hospitality management experience

Tools

Opera Cloud PMS

Job description

JOIN US

At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...

OUR HOTEL

Located in the heart of East London, Hyatt Place London City East is a contemporary lifestyle hotel featuring 280 stylish guest rooms and suites, modern meeting and event facilities, and one of the capital's most exciting rooftop destinations, PocketSquare Skyline Bar & Terrace.

Perfectly positioned between the City of London, Shoreditch, and Brick Lane, the hotel attracts a diverse mix of business and leisure travellers from across the globe. As part of the world-renowned Hyatt brand and managed by RBH Hospitality Management, we are committed to delivering exceptional guest experiences whilst creating an environment where our people can thrive and grow.

THE ROLE

As Reception Manager, you will be responsible for leading the Reception team, ensuring every guest receives an exceptional arrival, stay, and departure experience. You will be passionate about hospitality, operational excellence, and developing a high-performing team that consistently delivers memorable guest experiences.

Reporting to the Front Office Manager, you will oversee the day-to-day operation of the Front Desk, ensuring brand standards are maintained, guest satisfaction targets are achieved, and operational procedures are followed effectively. You will act as a role model for the team, creating a positive and engaging environment while driving service excellence and commercial performance.

You will play a key role in developing team members, managing guest relations, and ensuring efficient front office operations. This is an excellent opportunity for an experienced Front Office Supervisor, Guest Services Manager, or Assistant Reception Manager looking to take the next step in their hospitality leadership career.

A DAY IN THE LIFE OF A RECEPTION MANAGER

Delivering Exceptional Guest Experiences

• Lead the Reception team in delivering outstanding, personalised service to every guest.
• Ensure all arrivals, departures, and guest interactions are handled professionally and efficiently.
• Create memorable experiences by anticipating guest needs and exceeding expectations.
• Act as the primary point of contact for guest feedback, complaints, and service recovery situations.
• Build strong relationships with VIPs, frequent guests, and long-stay residents.
• Monitor guest satisfaction scores with the Guest Service Managers and implement actions to continuously improve the guest experience.
• Ensure Hyatt standards are consistently delivered across all Front Office touchpoints.

Leading and Developing the Reception Team

• Lead, motivate, and inspire the reception team to deliver exceptional performance.
• Conduct training, coaching, and development activities to enhance individual and team performance.
• Support recruitment, onboarding, and succession planning within the department.
• Monitor team productivity and performance, providing regular feedback and recognition.
• Promote a positive culture of teamwork, accountability, and guest-focused service.
• Act as a role model, demonstrating professionalism, leadership, and a passion for hospitality.

Driving Operational Excellence

• Oversee the smooth day-to-day operation of Reception, ensuring all procedures are completed accurately and efficiently.
• Monitor room availability, room status, and guest requests to maximise operational efficiency.
• Ensure accurate management of reservations, billing, and payment procedures.
• Work closely with Housekeeping, Maintenance, Reservations, Revenue, and other departments to ensure seamless operations.
• Monitor compliance with brand standards, operating procedures, and guest service expectations.
• Support the implementation of new initiatives, processes, and service improvements.
• Ensure effective communication and handovers between shifts and departments.

Driving Revenue & Commercial Performance

• Support the achievement of Front Office revenue targets through effective upselling and room allocation strategies.
• Monitor daily arrivals and occupancy levels to maximise revenue opportunities.
• Coach colleagues on upselling techniques and guest engagement opportunities.
• Review departmental performance metrics and identify opportunities for improvement.
• Assist in controlling departmental costs while maintaining service standards.
• Support the wider hotel commercial strategy through proactive guest service and operational management.

Compliance, Safety & Brand Standards

• Ensure compliance with all hotel policies, procedures, and health & safety requirements.
• Maintain a safe and secure environment for guests, visitors, and colleagues.
• Support emergency procedures and respond appropriately to incidents and guest concerns.
• Ensure compliance with Hyatt and RBH brand standards at all times.
• Complete audits, checks, and reporting requirements accurately and within required timescales.
• Promote a culture of professionalism, accountability, and continuous improvement.

THE IMPACT YOU'LL HAVE

As Reception Manager, you will be at the heart of the guest journey, creating exceptional first and last impressions while leading one of the hotel's most visible and important departments.

Your leadership, passion for service excellence, and operational expertise will directly influence guest satisfaction, colleague engagement, and the overall success of the hotel. By developing your team, maintaining exceptional standards, and driving continuous improvement, you will help ensure Hyatt Place London City East remains a leading destination for guests visiting London.

What We Need From You

• Previous experience in a Reception Manager, Assistant Front Office Manager, Guest Services Manager, or senior Front Office leadership role.
• A genuine passion for delivering exceptional guest experiences.
• Strong leadership, coaching, and people development skills.
• Excellent communication and interpersonal abilities.
• Experience managing guest feedback, service recovery, and complaint resolution.
• Strong organisational skills and the ability to prioritise effectively in a fast-paced environment.
• Experience managing departmental rotas, staffing levels, and performance.
• A commercial mindset with experience driving upselling and revenue opportunities.
• Strong knowledge of Front Office operations, policies, and procedures.
• Experience using Opera Cloud or a similar Property Management System.
• Good knowledge of health & safety requirements and hotel compliance standards.
• A proactive, hands-on approach with a commitment to leading by example.
• Flexibility to work shifts, including weekends and public holidays when required.

Our Benefits

• Discounted hotel room rates for you and your friends & family
• An additional day's leave for your birthday
• Enhanced Maternity, adoption & shared parental leave
• Course Sponsorship
• 30% F&B discount at RBH hotels
• Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
• Flexible working arrangements
• Wagestream - choose how and when you get paid
• Life Insurance
• Employee Assistance Programme
• Social and wellness events and activities all year round
• Free meals on duty saving you over £1000 per year

And much much more!

EQUAL OPPORTUNITIES

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact .