Hotel Reception Manager

Reception Manager

Royal National Hotel

40 hours Fully Flexible 5 out of 7 days weekly rota

£28,194.00 + benefits

Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises. The portfolio includes The Royal National Hotel which remains UK largest hotel with over 1,600 rooms, The Bedford Hotel, The President Hotel, The Tavistock Hotel, The Morton Hotel and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4* Deluxe Hotel in 2025.

We are now recruiting a Reception Manager at our Royal National 1630-bedroom Hotel. We don't want you to work for us, we want you to work with us and be part of our ILH Family.

Putting our guests at the heart of everything you do, you make it your mission to ensure that you and your team deliver an exceptional guest journey from check in to check out. Working as part of a large Reception team with 2 other Reception Managers, you will be a role model for the team, leading by example to create a memorable guest experience for each guest, and address any shortfalls in service quality and operating standards.

Key Duties will include the following:

• Support the Front Office Management team in delivering quality of service and delivery for all services and facilities within Front Office departments holding regularly team meetings to agree areas of operational focus on service quality, KPI and other targets.
• Confidently handle any guest complaints in a timely manner and ensure that suitable solutions are reached to satisfaction of our guests.
• Establish guest satisfaction data and develops improvement plans to address service shortfalls in service quality and /or delivery standards
• Ensure that the front desk team provides a professional and friendly service for customers and manage any guest complaints that arise.
• Ensure that there is adequate cover across the reception through scheduling staff rotas and providing cover as needed.
• Responsible for recruiting, onboarding all Reception and other front of house team members you will create a culture of continuous professional development empowering them to deliver and be the best

What we’d like from you

• Previous experience as a Reception Supervisor or Front of House supervisor in a similar operation
• A Passion for hospitality - you are all about creating memorable experiences for others no matter what time of day.
• Commercially focused with an understanding of how to maximise profits through revenue management. Experience of budgets, P&L and forecasting would be advantageous.
• Personable and engaging with the ability to build rapport easily, with great communication skills with both internal departments and guests alike
• A multi-tasker - with your excellent organisation skills, you can prioritise workload and also adapt to changing priorities where needed.
• You will be a natural leader with the ability to motivate and develop a team to reach their full potential both personally and professionally.
• A positive can-do attitude, you are calm under pressure, able to work both independently and as part of a team.
• A good working knowledge of Microsoft and knowledge of Reservation Systems (Opera)

What you’ll get in return

• Holidays 28 (inc. of bank holidays) pro-rota increasing with length of service up to 33 days
• Free meals on duty
• Uniform & dry-cleaning
• Workplace pension scheme
• £300 Refer a Friend Scheme
• Employee recognition
• Employee awards
• Social events
• Interest-free Season Ticket Loan / Travelcard Loan
• 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability)
• Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets
• Shopping discounts across several high-street brands and online retailers
• Sabbatical leave (subject to eligibility)
• Mental health first aiders support & well-being
• Employee Assistance Programme- Supported by Hospitality Action:
  
  • Career Guidance, Life Coaching & Tenancy Agreements
  • Legal Assistance & Financial Assistance
  • Wellbeing Tools e.g. personal counselling, addiction support, digital fitness programmes, nutrition guides and recipes etc.

Career & Development Benefits:

• Training and development through our Imperial London Hotels Academy
• Access to fully funded apprenticeships (subject to eligibility)
• £1,000 for your chosen course for development once you complete our Buddy programme (subject to eligibility)
• Access to Supported Study Scheme (subject to eligibility)
• Annual Free English Course accredited by UCL Centre for Languages & International Education
• Opportunity to explore other roles within Imperial London Hotels after 1 year of service

Extended Benefits:

• Technology Scheme (subject to eligibility)
• Cycle to Work Scheme (subject to eligibility)
• Workplace Nursery Scheme (subject to eligibility)
• Electrical Car Scheme for senior management positions only (subject to eligibility)