Reception Manager

Reception and Front of House

Permanent - Full Time
£27k + Benefits
Closing Date
Wednesday, 10 November 2021
Royal National Hotel

Role Description

Reception Manager

Royal National Hotel

40 hours Fully Flexible 5 out of 7 days weekly rota

£27k + benefits 

Since 1837 Imperial London Hotels have been offering our guest a warm welcome across our 7 Hotels located in Bloomsbury, central London. From our charming 34-bedroom boutique The Morton Hotel to our largest site, and the largest hotel in the UK Royal National Hotel at 1630-bedrooms, there is a role here for everyone.

We are looking to introduce a new Reception Manager role at our Royal National Hotel reporting to the Front Office Manager and deputise in their absence.

Your key duties will include:

  • Ensure that the front desk team provides a professional and friendly service for customers and manage any guest complaints that arise.
  • Provide training and development to team to ensure they are appropriately skilled and motivated.
  • Troubleshooting emergencies in the absence of Front Office Manager and Assistant Front Office Manager
  • Ensure that there is adequate cover across the reception through scheduling staff rotas and providing cover as needed.
  • Ensure strict adherence to the hotel’s computer security protocols
  • Analyse existing working practices and suggest/implement alterations designed to ensure there is always an efficient service delivery to customers
  • Support Front Office Manager and Assistants Front Office Manager with management of the reception team through Reception staff, through various forms of communication, including individual annual appraisal and staff team meetings
  • To support Front Office Manager and Assistant Front Office Managers with Reception staff through conflict resolution, effective time management, workload prioritization and individual staff development
  • Monitor and evaluate Reception staff performance through frequent contact with Receptionists and adhere to Company policies and procedures.
  • Support Front Office Manager and Assistants Front Office Manager with managing staff in relation to all people and performance activities, e.g., Rota management, payroll, holiday approval, sickness absence, recruitment & selection, training & development, performance management (formal & informal), conflict resolution etc.


What we’d like from you

Previous work experience in customer service

Excellent communication skills and able to build good working relationships with other

Knows how to get the best of their team and can create a positive team working environment and help them reach their individual potential.

Good organisation skills and can handle changing priorities

Has a can-do attitude and is able to work independently and as part of a team.

Proficient in Microsoft Office (Word/ Excel/Email)

What you’ll get in return:

  • Holidays 28 (inc. of bank holidays) increasing with length of service up to 33 days
  • Reward and recognition schemes including discounts across a number of high street brands
  • 30% discount to friends and family at our hotels (excluding Morton Hotel)
  • Employee Assistance Programme
  • Workplace pension scheme
  • Interest free season ticket loan (after probation)
  • Training and development through our ILH Group Academy to support your career development and growth.
  • Employee recognition awards, Christmas Party and other social events.
  • Free Meals on Duty
  • Local discounts at Gym, Dry Cleaners, Restaurant outlets


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