Reception Manager in City of Westminster

As Reception Manager you will lead the reception operation, ensuring an exceptional guest experience and handling all customer enquiries and requests for bookings promptly, courteously, and efficiently, while contributing to revenue growth. You will oversee recruitment and ongoing development of the reception team, set departmental objectives, and provide regular feedback.

Responsibilities

• Manage a hotel front office or similar operation with a solid understanding of reservations, check-in/check-out procedures, and customer service.
• Demonstrate excellent communication and interpersonal skills to effectively manage staff, interact with guests, provide guidance, and handle complaints professionally.
• Lead and motivate staff through strong leadership and organisational skills; set goals, delegate tasks, and monitor performance to ensure smooth reception operations.
• Proficiency with hotel software and systems, including property management systems (PMS), booking engines, and customer relationship management (CRM) tools; use these to manage reservations, track guest preferences and feedback, and analyse performance data.
• Ensure compliance with age and disclosure requirements where applicable (e.g., 18+ and Basic Disclosure Check during onboarding).

Qualifications

• Experience managing a hotel front office or similar role with a good understanding of hotel operations, including reservations and front desk procedures.
• Excellent communication and interpersonal skills; able to guide, provide feedback, and handle guest inquiries and complaints professionally.
• Strong leadership and organisational abilities to recruit, manage, motivate staff, and drive performance.
• Solid knowledge of hotel software and systems (PMS, booking engines, CRM) and the ability to analyse performance data.
• Must be 18 years or older and willing to complete a Basic Disclosure Check on onboarding.

Benefits

• Industry-leading training and leadership development opportunities
• Hotel discounts portfolio-wide – staff rates and up to 50% discount on food & beverage and spa
• Access to Stream – up to 40% pay as you earn with automatic savings to support financial wellbeing
• 24/7 access to our employee assistance programme
• Uncapped incentives to reward contributions
• Company sick pay – providing peace of mind when needed

About Aimbridge and the property

Aimbridge Hospitality EMEA is a division of the global Aimbridge Hospitality brand. We connect great people to great experiences in exciting destinations and partner with brands such as Hilton, IHG, Accor, and Marriott. We value diversity, a \”people first\” approach, and a culture that recognises people as the heart of our business.

As a Global leader, we are committed to representing our global community and offering everyone a place to grow. If you’re excited about joining the opening team at brand\’s largest property in Europe, click apply today and become part of our inclusive team shaping the future of hospitality.

Property: Hampton by Hilton London Stansted Airport, Bassingbourne Road, Stanstead Airport, Stansted, Essex, CM24 1QW. The hotel offers a friendly, relaxed atmosphere for guests, with direct airport terminal access, breakfast included, a bar and lounge menu, a 24-hour fitness suite, two boardrooms, and a 24-hour work zone with free WiFi.