Reception Manager

InterContinental London - The O2 - Front Office; Royal Borough of Greenwich; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Free meals on duty

On-site parking

Shuttle to Heathrow Terminal 5

Friends & family rates

Food & beverage discounts

Christmas gifts

Introduce a friend

Cycle to work

Merlin discounts

Taste card

Life assurance

Employee assistance programme

Long service award

Job summary

InterContinental London O2 is seeking a Reception Manager to lead the Front Office team and ensure outstanding service throughout guests’ stays.

You will monitor KPIs, drive revenue through upselling, coach the team, and manage rotas while collaborating with other departments to deliver a seamless guest experience in a 5-star hotel environment.

Qualifications

• Proven experience in managing, coaching and developing teams.
• Excellent English written and spoken.
• Experience in a 5-star hotel environment is highly preferred.
• Good working knowledge of Opera PMS and Microsoft Office.

Responsibilities

• Lead the Front Office team to meet guests' needs and brand standards.
• Monitor and achieve KPIs such as guest satisfaction and revenue targets.
• Drive upselling and promotions to increase revenue potential.
• Manage rotas, timesheets and holiday entitlements.
• Coach, train and support the team to maintain high standards.

Skills

Leadership

Communication

Organisational skills

Coaching

Team development

Tools

Opera PMS

Microsoft Office

Job description

About us...

Nestled on Greenwich Peninsula, attached to the O2, InterContinental London O2 embraces a captivating backdrop of the River Thames and Canary Wharf. Our five-star hotel includes 493 bedrooms, a diverse dining selection, spa facilities, state of the art conference and meeting rooms, including the UK's largest pillar-free ballroom.

A bit about what you will do...

Reception Managers in our luxurious hotel ensure the service provided by the reception team is consistently outstanding and exceeds 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.
• Monitor and ensure the achievement of key performance indicators, such as guest satisfaction and revenue targets.
• 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.

More about you...

• Strong leadership and motivational abilities.
• Exceptional attention to detail and drive to maintain high standards.
• Strong communication, interpersonal and organisational skills.
• Proven experience in managing, coaching and developing teams.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Approachable and positive manner with a “can do” attitude.
• Ability to use initiative in challenging situations and under pressure.
• A smart and professional appearance.
• Proven track record in a similar position within a 5-star hotel.
• Good working knowledge of Opera PMS and Microsoft Office.
• Excellent 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.

• Free limited shuttle service between the hotel and Heathrow Terminal 5 and Egham Station.

• 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.

Compensation: Competitive salary