Reception Manager - London Marriott County Hall

Marriott Hotels Resorts; Greater London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading hotel chain seeks a Reception Manager in London to oversee front office functions and staff. This role includes managing daily operations, ensuring guest satisfaction, and handling complaints. Ideal candidates should have a high school diploma or GED and relevant experience in the guest services field. Join a dynamic team dedicated to exceptional service at one of the UK's most prestigious hotels, located near Westminster Bridge in London.

Qualifications

• 2 years experience in guest services or related area.
• Experience in front desk operations preferred.

Responsibilities

• Supervise and manage employees in front office functions.
• Ensure customer service satisfaction and efficiency.
• Handle guest complaints and resolve issues.

Skills

Interpersonal skills

Communication skills

Leadership

Education

High school diploma or GED

2-year degree in Hotel and Restaurant Management

Job description

Reception Manager - London Marriott County Hall

LONDON, United Kingdom

Job Description

JOB SUMMARY

As Reception Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviours.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with on regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Provides feedback to employees based on observation of service behaviours.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyses information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Participates in department meetings.

LONDON MARRIOTT COUNTY HALL

Embrace history and luxury at London Marriott Hotel County Hall, located in bustling South Bank, steps away from Westminster Bridge. Occupying London’s former City Hall, our hotel embodies the city’s storied history and quintessentially British.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Job Info

• Job Identification 25188686
• Job Category Rooms & Guest Services Operations
• Posting Date 11/24/2025, 05:09 PM
• Apply Before 12/22/2025, 05:09 PM
• Job Schedule Full time
• Locations London County Hall, Westminster Bridge Road, London, London, SE1 7PB, GB