Assistant Reception and Reservations Manager in City of Westminster

Description : Lilibet'sis looking for an experienced, confident and highly organised Head Receptionist to join our team. This is a key leadership role within the Reception department. Working closely with the Reception Manager, the Head Receptionist will act as their second-in-command, supporting the day-to-day operation of the department and taking responsibility for the team and reception manager absence .

We are looking for someone who is proactive, reliable and confident taking ownership. You will need to be comfortable making decisions independently, managing a team, handling guest situations and ensuring the highest standards of service are consistently maintained.

Key Responsibilities:

• Act as the Reception Manager's, supporting them with the daily running of the department.
• Take responsibility for the Reception operation in the Manager's absence.
• Lead by example and ensure the reception team delivers a warm, professional and efficient guest experience.
• Support the training, development and supervision of reception team members.
• Assist with rotas, shift planning and the organisation of the reception team.
• Manage guest bookings, enquiries, requests and special occasions to the highest standard.
• Maintain excellent knowledge and confident use ofSeven Rooms, ensuring bookings, guest profiles, notes, preferences and reservations are managed accurately.
• UseTriple Seatfor event enquiries, bookings and event-related information.
• Have good working knowledge ofAdobe InDesign, assisting with menus, guest information, event materials and other reception requirements when needed.
• Ensure all relevant guest and event information is communicated clearly to the wider team.
• Liaise closely with management, events and other departments to ensure smooth operations.
• Handle guest complaints and challenging situations professionally and confidently, finding appropriate solutions wherever possible.
• Monitor standards throughout the shift and address any issues promptly.
• Support the Reception Manager with administrative tasks, reporting and operational projects.
• Assist with events and busy periods, ensuring the team is fully prepared and informed.
• Identify potential issues before they arise and take a proactive approach to resolving them.
• Ensure company procedures and service standards are consistently followed.
• Provide support and guidance to the reception team, creating a positive and professional working environment.

About You

The ideal candidate will have previous experience as aSenior Receptionist, Head Receptionist, Reception Supervisor or similar senior hospitality positionand will be ready to take the next step in their career.

You will be:

• A confident and natural leader who can motivate and support a team.
• Highly organised with excellent attention to detail.
• An excellent communicator, both verbally and in writing.
• Calm and professional under pressure.
• Confident dealing with guests, colleagues and senior management.
• Comfortable making decisions and taking responsibility without constant supervision.
• A strong problem solver with a practical and proactive approach.
• Reliable, discreet and professional.
• Passionate about hospitality and delivering exceptional guest experiences.
• Flexible and able to adapt to a fast-paced environment.
• Confident using technology and learning new systems.

Essential Skills & Experience

• Previous experience in a senior reception or hospitality role.
• Strong guest service and communication skills.
• Excellent knowledge of SevenRooms.
• Experience using TripleSeat.
• Working knowledge of Adobe InDesign.
• Strong organisational and administrative skills.
• Experience supervising or supporting a team.
• Ability to work independently and confidently take charge when required.
• Excellent attention to detail.
• Ability to manage multiple priorities in a busy environment.