Reception Manager King Street Townhouse Hotel & Spa

We are currently recruiting for an experienced Front of House Manager to join us at King Street Townhouse Hotel. We are looking for a talented, passionate individual to join our team and create memorable guest experiences. You will be responsible for maintaining the highest standard of professionalism in all areas of operation and carry out all duties to our world class standards.

Main Duties of the Role:

• Lead and supervise front-of-house teams, and concierge staff, ensuring exceptional service at all touchpoints.
• Exceptional communication and leadership skills.
• Oversee daily operations to maintain the highest standards of service, ambiance, and guest satisfaction.
• Manage guest experience by ensuring a warm, organised, and welcoming atmosphere in the whole hotel premises.
• Coordinate with different teams to ensure timely and accurate catering to special guest requests.
• Optimise reservations.
• Handle guest relations by addressing inquiries, concerns, and special requests with professionalism and discretion.
• Ensure compliance with health, safety, and hygiene regulations, upholding 5-star service standards.
• Assist in recruitment, training, and development of front-of-house staff to maintain a high-performance team.
• Ensure new team members have a smooth onboarding process.
• Take lead in reception team payroll, and ensure time attendance is always up to date and completed.
• Prepare rotas for your team 3 weeks in advance to ensure adequate cover at all times, keeping overtime to a minimum.
• Collaborate with other departments (concierge, housekeeping, and events) to provide a seamless luxury experience.
• Drive revenue opportunities through upselling, VIP services, and personalised guest experiences.
• Produce the night audit and guide the night team to deliver and maintain our 5* standards.
• Appraisals and performance management of staff, including monthly meetings.
• React in an event of emergency as a manager and take action in the event of first aid or fire.

Requirements:

• Proven experience in a senior front-of-house or reception management role within a luxury hotel establishment.
• Ability to take on duty manager shifts when required.
• Exceptional leadership and organisational skills with the ability to inspire and manage a high-performing team.
• Outstanding communication and interpersonal abilities to engage with our guests.
• Deep understanding of luxury hospitality, and personalised guest services.
• Proficiency in reservation and point-of-sale systems.
• Ability to thrive in a fast-paced environment.
• Diplomatic problem-solving skills to handle guest concerns with discretion and resolution.
• Comprehensive knowledge of health, safety, and food service regulations.
• Flexibility to work evenings, weekends, and holidays as needed.
• A passion for customer service and exceeding expectations and a drive to deliver exceptional standards.
• Excellent communication skills, both verbal and in writing.
• Excellent time management skills.
• Superb attention to detail but also the ability to see the implications for the bigger picture.
• Team working skills.
• Resilience and drive to get things right the first time.
• Analytical, problem-solving and decision-making skills.
• Commercial awareness and sensitivity to the business.
• Good organisation, time management, prioritising and the ability to handle a complex, varied workload.
• A good knowledge of IT package.

Benefits include:

• Fantastic bedroom rates for yourself and friends & family.
• 20% off dining at the hotel.
• 50% off dining at Hale Country Club & Spa, also 50% discount on monthly club membership.
• Up to 50% discounts on THG brands, including Myprotein, Lookfantastic, ESPA and many more!
• Onsite GP (avoid the waits!).
• Onsite physiotherapist.
• Annual leave entitlement rising every year with service plus your birthday off.
• Meals provided when on duty.
• Competitive salary.
• Onsite Doctor.
• Employee discounts.
• Gym discounts.
• Company bonus scheme.
• Company pension scheme.

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability. THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community. Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.