Reception Manager (Days & Nights)

Royal Garden Hotel Limited; Greater London; On-site; GBP 30,000 - 42,000; Full time

Job summary

Royal Garden Hotel Limited in London seeks a Reception Manager to lead the Front Office team across day and night shifts, ensuring a warm, efficient check-in and guest experience. The role demands strong leadership, a proactive attitude, and a commitment to exceptional service.

You will coach assistants, supervisors and receptionists, monitor performance against BRM targets, uphold brand standards, and handle guest inquiries and complaints with professionalism. Opera PMS experience preferred.

Qualifications

• Experience in hotel front desk operations and guest relations.
• Strong communication and interpersonal skills.
• Ability to manage a team and work under pressure.
• Understanding of professional ethics and decorum.

Responsibilities

• Manage daily operation of the Front Office team and supervisors to ensure guest satisfaction.
• Ensure lobby is staffed and guests are greeted with a smile and eye contact.
• Be the first point of contact for guests seeking managerial attention.
• Handle inquiries, requests and complaints with professionalism and speed.
• Drive department revenue targets as outlined in BRM.
• Maintain high standards of personal presentation and appearance for the team.
• Ensure smooth handovers at start and end of shifts.
• Guide Assistant Reception Managers to meet departmental objectives.
• Oversee daily operations to meet individual and department goals.
• Manage and monitor telephone interactions to uphold service quality.

Skills

Communication skills

Opera PMS

Team leadership

Customer service

Tools

Opera PMS

Job description

The Reception Manager is responsible for managing daily operation of the Front Office team to facilities guest experiences in a unique and sincere way.

• Responsible for the daily running of the Reception team, Assistant Reception Managers, Supervisors, Receptionists, Guest Services Agents
• Ensure hotel Lobby is manned at all times, guests are acknowledged and greeted with the smile and eye contact
• Ensure to be the first point of contact for the guests seeking managerial attention
• Ensure that all guests enquiries, requests, and complaints dealt in an efficient and professional manner
• Ensure that Reception team members are achieving department budgeted revenue targets as outlined in Business Review Meeting (BRM)
• Ensure high standards of personal presentation and appearance are maintained at all times by all Reception teams
• Ensure that Reception teams have effective handovers taking at the beginning and end of the shift
• Provide direction to the Assistant Reception Managers in achieving departmental objectives
• Oversee daily operations and give direction to all employees within remit to meet individual and departmental objectives.
• Manage and assist the team with incoming telephone calls. Monitor the quality of the telephone interactions to ensure a high standard of service

If you’re our ideal Reception Manager, you will have;

• Hotel PMS experience, ideally Opera PMS
• Excellent oral and written communication skills
• Ability to work well under pressure
• Excellent interpersonal skills and possession of a full understanding of professional ethics, decorum and social skills
• Must be able to adapt to different audiences dictated by culture and country or origin

Create a job alert for this search

Reception Manager (Days & Nights) London, UK