Reception Manager - Guest Experience Leader & Team Coach

LGH Hotel Management Ltd; Brentwood (MD); Presencial; USD 42 000 - 66 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Free meals on duty

Free parking

Employee discounts

IHG room benefit programme

Resumo da oferta

LGH Hotels Management invites an experienced Reception Manager to join our hotel leadership team. You will be the first point of contact for guests, shaping their welcome and setting the tone for their stay, with a calm, organized front-of-house operation.

Lead a reception team, drive guest satisfaction, monitor KPIs, and collaborate with other departments to ensure a seamless guest journey. We value emotional intelligence, clear communication and a people-centred approach.

Qualificações

• Has proven experience leading a reception or front office team in a hotel environment.
• Leads with emotional intelligence, clarity and approachability.
• Understands that exceptional guest service comes from well‑supported, confident teams.
• Balances operational structure with warmth, flexibility and human connection.
• Communicates clearly and positively, even in high‑pressure or challenging situations.
• Takes pride in creating welcoming, well‑run environments where guests feel reassured and valued.
• Enjoys developing others and creating a culture of professionalism, trust and engagement.

Responsabilidades

• Lead and manage the daily operations of the reception desk, ensuring excellent, consistent guest service
• Monitor and drive key performance indicators, including guest satisfaction and revenue targets
• Train, coach and motivate reception team members, supporting their confidence, skills and professional growth
• Handle guest complaints or issues calmly and effectively, ensuring positive resolutions wherever possible
• Build strong working relationships with guests and collaborate closely with other hotel departments to create a seamless guest journey
• Oversee the reservations system, ensuring bookings are accurate, well managed and clearly communicated
• Work collaboratively with other departments to ensure guest requests are fulfilled efficiently and effectively
• Manage the reception budget, including labour costs and departmental expenses, with care and accountability
• Our enviable employee discounts on bedroom rates across the LGH hotel portfolio.
• Access to the IHG employee room benefit programme across their global portfolio. (T&Cs apply).
• Shopping discounts - ranging from groceries, fashion, travel, utilities, days out, and even holidays.
• Eye care
• Free legal & money advice
• Counseling sessions
• Cycle to work scheme
• Wellbeing tips and support fitness videos
• Recipe ideas
• Advice on keeping active and healthy living
• Wellbeing podcasts and tv
• Breathing exercises
• 24/7 advice and support line
• Team reward & recognition
• Free meals on duty
• Free parking

Conhecimentos

Front desk leadership

Emotional intelligence

Clear communication

Descrição da oferta de emprego

LGH Hotels Management invites an experienced Reception Manager to join our hotel leadership team. You will be the first point of contact for guests, shaping their welcome and setting the tone for their stay, with a calm, organized front-of-house operation.

Lead a reception team, drive guest satisfaction, monitor KPIs, and collaborate with other departments to ensure a seamless guest journey. We value emotional intelligence, clear communication and a people-centred approach.