Reception Manager

Renaissance London Heathrow; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Free meals on duty

On-site parking

Staff discounts

Employee parties

Cycle to work

Job summary

Renaissance London Heathrow is seeking an experienced Reception Manager to lead the Front Office and uphold brand standards across a 4-star hotel setting.

You will drive guest satisfaction, coach teams, manage rotas, and collaborate with departments to deliver a seamless guest experience, while optimizing revenue through upselling and promotions.

Qualifications

• Experience in a supervisory/hospitality leadership role.
• Strong communication and interpersonal skills with a guest-centric approach.
• Proven ability to lead, coach and develop multi-disciplinary teams.
• Proficient in Opera PMS and MS Office; high English fluency.

Responsibilities

• Lead the Front Office team to meet guests' needs and brand standards.
• Inspire the team to achieve high guest feedback and drive revenue via upselling.
• Implement sales, marketing and rates policies as defined by Revenue Manager.
• Address guest concerns promptly and efficiently.
• Foster relationships with other departments for a seamless guest experience.
• Coach, train and support the team to maintain high standards.
• Manage rotas, timesheets and holiday entitlements considering occupancy.
• Oversee groups and delayed flight arrivals and related administration.

Skills

Leadership

Team management

Communication

Organisational skills

English proficiency

Upselling

Tools

Opera PMS

Microsoft Office

Job description

Salary: £29,255 per annum

About us

With 710 spacious, soundproofed bedrooms, amazing runway views and a great selection of Food and Beverage outlets, Renaissance London Heathrow is the perfect location for airport travellers. The hotel has 15 well-appointed conference and meeting rooms, catering for up to 600 delegates. It offers a large gym facility, business centre and on-site parking with ample spaces for both guests and employees of the hotel.

A bit about what you will do

Reception Managers in our stylish hotel, ensure the service provided by the reception team is consistently, excellent, exceeding guests’ expectations throughout their stay.

• Lead the Front Office team, fostering team dynamics to ensure the team remain focused on meeting guests needs and brand standards.
• Manage and inspire the team to achieve maximum guest feedback scores and to increase revenue potential through upselling and promotions.
• Implement sales, marketing and rates policies as defined by the Revenue Manager.
• Deal with any guest concerns promptly, attentively and efficiently.
• Encourage the team to develop and maintain strong relationships with other departments to ensure a seamless guest experience.
• Coach, train, and support the team to provide consistently high standards, while continually looking to improve.
• Manage rotas, timesheets and holiday entitlements, considering occupancy and any large group movements, especially those with early or late arrivals and departures.
• Manage and oversee all groups and delayed flight arrivals and associated administration.

More about you

• Strong leadership and motivational abilities.
• Excellent attention to detail and drive to maintain high standards.
• Strong communication, interpersonal and organisational skills.
• Proven experience of managing, coaching and developing teams.
• Approachable and positive manner with a “can do” attitude.
• Ability to use initiative in challenging situations and under pressure.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• A smart and professional appearance.
• Proven track record in a similar position within a 4‑star hotel.
• Good working knowledge of Opera PMS and Microsoft Office.
• High standard of English, both written and spoken.

What’s in it for you

Competitive salary

Holiday – 28 days holiday, enhanced after 5 years of service.

But there’s more

• Free meals on duty.
• Complimentary on-site parking is available whilst on duty.
• Discounted employee friends & family rates at Arora Hotels.
• Food and beverage discounts.
• Christmas gifts and employee parties.
• Introduce a friend scheme.
• Cycle 2 work scheme.
• UK attraction discounts @ Merlin Entertainments.
• Taste card.
• Life assurance scheme.
• Wage stream.
• Employee assistance programme.
• Arora star employee recognition.
• Long service recognition award.

Grow with us

We are growing rapidly and with growth comes advancement opportunities. Being part of the Arora group there are exciting opportunities for career progression and development across our properties and brands.