Reception Manager

Thistle; Greater London; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Pension

Healthcare

Meal on duty

Employee discounts

Refer a Friend

Season ticket loans

Mental health support

Gym discounts

Paid volunteering days

Job summary

The Thistle Trafalgar Square Hotel in London is seeking a Reception Manager to lead the front desk team and deliver outstanding guest service. You’ll oversee check-in/check-out, resolve guest queries, and drive sales at the desk while developing team performance and recruiting new talent.

You’ll bring leadership, excellent communication, and a passion for hospitality. Opera knowledge is helpful, with a strong focus on guest satisfaction and efficient operations.

Qualifications

• Proven ability to lead and develop a front-office team.
• Strong guest-service focus and communication skills.
• Ability to drive sales at the desk and mentor the team.
• Detail-oriented with a proactive problem-solving mindset.
• Knowledge of Opera PMS is beneficial but not required.

Responsibilities

• Lead by example to deliver exceptional guest service and smooth check-in/check-out.
• Resolve guest queries and maintain brand standards across interactions.
• Recruit, train and develop the front-office team to maximize potential.
• Drive desk sales and empower the team to do the same.

Skills

Leadership

Guest service

Communication

Sales drive

Attention to detail

Analytical skills

Opera knowledge

Tools

Opera PMS

Job description

Contract: Full Time
Payment: Salaried
Salary: £31,775 per annum

The Thistle Trafalgar Square Hotel is located on a quiet side street right in the heart of London's West End. All 108 bedrooms at this four-star hotel have been recently refurbished and offer a great standard of comfort and style. In addition, the Royal Trafalgar has a ground floor restaurant which also benefits from a terrace so you can experience al fresco dining in the centre of London.

What you’ll be doing

As Reception Manager, you’ll lead by example, providing excellent guest service and a smooth, efficient check-in/check-out process. Your proactive approach will be key in resolving guest queries and ensuring each interaction reflects our commitment to exceptional hospitality. Beyond guest service, you’ll focus on enhancing team performance through recruiting, training, and ongoing development, helping each team member reach their full potential. Additionally, this role involves a sales component, so you’ll be comfortable driving sales at the desk and empowering your team to do the same.

What you’ll bring

• Creative, inspiring leadership that motivates and guides the team to deliver exceptional service
• A keen eye for detail to ensure the highest standards at all times
• A deep passion for hospitality and guest satisfaction
• Excellent communication skills, with the ability to connect naturally with guests and team members
• Analytical skills for problem-solving and sales strategy
• Knowledge of Opera is beneficial but not essential

What you’ll get in return

As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we’ll take care of you at every step of your journey so that you can take care of our guests.

In fact, we’re so committed to this that our 'People Promise' sets out how you can expect us to support you at every step of your application and your career with us. Whether that’s your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.

Career Development & Growth - We’re here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.

Financial Wellbeing - You work hard, so we’ll always help your money work hard for you! Some of the great things you can take advantage of include:

• Wage Stream - You’ll be paid monthly, but have access to your earned salary before payday should you need it
• Discounts & Perks - Savings on 1000's of retailers, dining, hotel stays, and much more for you and those close to you
• Refer a Friend - Earn up to £1000 when friends join our team
• Interest-Free Loans - Season ticket loans to make commuting easier

Mental & Physical Well-being - We’re here to support your well-being, whenever and wherever you need it.

• On-Site Mental Health First Aiders
• 24/7 Employee Assistance Line - Free, confidential advice
• Be Well Platform - Our Online fitness and wellness resources
• Gym Discounts & Cycle to Work Scheme

Recognition & Community - We’re proud of everything we achieve, so we always celebrate our extraordinary team and culture.

• 'Wonderful People' Awards - Monthly, quarterly, and annual recognition
• Social & Seasonal Events - Fun, inclusive celebrations
• People Council - A platform for every voice
• Paid Volunteering Days - Give back to causes close to you

At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.

Reception Manager • London, United Kingdom