At a Glance
- Tasks: Lead the Reception Team and ensure exceptional guest service in a dynamic hotel environment.
- Company: Join RBH, a top-rated hospitality employer that values diversity and wellbeing.
- Benefits: Enjoy discounted hotel stays, flexible working, and free meals on duty.
- Other info: Be part of a supportive team culture with excellent career growth opportunities.
- Why this job: Make a real impact in a vibrant hotel while developing your leadership skills.
- Qualifications: Experience in a supervisory role and a passion for guest service required.
The predicted salary is between 28066 - 30000 £ per year.
JOIN US At RBH we believe our people are our biggest assets and understand the value in putting them first. Our approach to diversity in the workplace, health & wellbeing, sustainability and individuality sets us apart from our competitors and is one of the reasons we are rated Top 30 Best Places to Work in Hospitality! We are passionate about the industry and always on the lookout for new talent to join us on our journey...
OUR HOTEL Nestled in the vibrant heart of East London’s Royal Docks, the Crowne Plaza London Docklands offers an upscale experience with spectacular waterfront views. Just minutes from the ExCeL Exhibition Centre and close to London City Airport, this contemporary hotel boasts 210 stylish rooms, blending comfort with luxury, and caters to both business and leisure guests alike. Our facilities include Fremantle Bar & Kitchen, a chic restaurant serving modern cuisine, and our on‑site gym, complete with a heated indoor pool, perfect for unwinding. Crowne Plaza London Docklands offers an inspiring place to work, where your energy and enthusiasm will be valued in a dynamic team atmosphere. If you’re looking to grow in a bustling environment with a commitment to exceptional guest experiences, join us!
OUR BENEFITS
- Discounted hotel room rates for you and your friends & family
- An additional day's leave for your birthday
- Enhanced Maternity, adoption & shared parental leave
- Course Sponsorship
- 30% F&B discount at RBH hotels
- Refer a Friend scheme (earn £250 for each referral up to 5 referrals)
- Flexible working arrangements
- Wagestream - choose how and when you get paid
- Life Insurance
- Employee Assistance Programme
- Social and wellness events and activities all year round
- Free meals on duty saving you over £1000 per year
- And much much more!
A DAY IN THE LIFE OF A RECEPTION MANAGER AT OUR HOTEL
What you’ll be doing..
SCOPE & MAIN PURPOSE To lead the Reception Team and support the Front Office Manager in ensuring smooth daily operations and exceptional guest service. The Reception Manager is responsible for performance management, communication, training, and hands‑on leadership at the front desk. This role is pivotal in maintaining high standards, strong team morale, and seamless interdepartmental communication.
KEY OBJECTIVES
- Manage the daily operation of the Reception Desk, including team supervision and guest handling
- Report directly to the Front Office Manager
- Act as the departmental lead as a point of contact in the absence of the Front Office Manager, ensuring seamless daily operations and team support.
- Take ownership of additional responsibilities assigned by senior management team, demonstrating accountability
- Provide visible and on the floor proactive leadership by working hands‑on at the reception desk
- Attend daily briefing and meetings as and when necessary
- Organise and conduct team briefings, meetings, and training sessions
- Conduct and document return-to-work meetings, 1:1 chats, performance reviews, assist with boarding training and probation evaluations
- Manage team conduct, grooming, timekeeping, and performance standards
- Oversee VIP arrivals, long stays, and group bookings in collaboration with reservations and housekeeping
- Address guest concerns promptly with appropriate, solution‑focused action
- Monitor and manage staff training progress, creating and implementing SOPs, and brand standards compliance
- Ensure correct room allocations, billing instructions, and guest preferences are communicated and delivered by team members
- Support rota creation, team scheduling and team meetings with the Front Office Manager or in their absence.
- Ordering and upkeep of stock, plan and organise special key events
- Assist with FOH reporting, audits, and documentation control as required
- Maintain regular communication with all relevant departments to ensure service excellence
- Promote a positive, service‑driven environment aligned with the hotel’s ‘Turn Moments into Memories’ culture
People, Profit and Quality
People Inspire and motivate the Reception Team through clear communication, consistent feedback, ongoing coaching, and development initiatives. Lead IHG training standards by attending Champion calls, coaching hotel IHG Champions, and delivering engaging, brand‑aligned sessions that meet IHG expectations. Address team concerns, develop individual capabilities, and create opportunities for growth. Lead by example in every aspect of guest interaction and team conduct. Foster a supportive, well‑informed, and professional team culture.
Profit Encourage and track upselling, IHG enrolments, and brand‑specific revenue initiatives. Prevent revenue loss through accurate billing and follow‑up on guest charges.
Quality To adhere audit and training compliances. To uphold IHG and RBH expectations, comply with brand, hotel and company operating standards. Drive a guest‑centric culture, ensuring every stage of the guest journey reflects genuine hospitality and exceeds service expectations. Embed IHG’s ‘True Hospitality’ values into daily operations, ensuring consistency, warmth, and excellence from check‑in to check‑out. Uphold and enforce SOPs, grooming standards, and quality controls. Monitor service feedback and guest reviews, leading corrective action where necessary. Ensure compliance with audits, registration card management, and documentation procedures.
To be fully conversant with the Hotel policy on:
- Fire & Evacuation
- Security procedures
- Health & safety policy
- Personnel & Training procedures
All employees
- To attend training when required
- To be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work.
- To participate in your annual review discussion and any subsequent conversations to review performance and objectives.
- To have a flexible approach to the hours you are required to work.
- To be fully aware of and adhere to the health and safety regulations concerning your employment and promote and safe environment for yourself, your colleagues and our guests.
Due to the nature of our business this is by no means a complete listing of the responsibilities of the role and you may be asked to complete other duties as a result of a business need.
Performance Measurement
- Guest satisfaction scores, feedback analysis, and resolution follow‑through
- Monitor and enhance guest satisfaction by analysing feedback, resolving issues promptly, and implementing improvements based on trends and insights
- Support achievement of departmental main KPIs and other performance measured goals, maintaining focus on quality, efficiency, and service excellence
- Completion and documentation of staff reviews, chats, and training
- Receptionist's punctuality, appearance, and performance tracking
- Operational effectiveness in leading the team during FOM absence
Specifications
- Proven experience in a supervisory or assistant manager role within the Front Office
- Strong communicator, confident in leading a diverse team under pressure
- Well‑organised with excellent time management and multitasking skills
- Proficient in Opera PMS and Microsoft Office
- Passion for guest service, team development, and operational excellence
- Flexible with shift work, including weekends and holidays
- Strong attention to detail and initiative
- Well‑developed technical and computer skills.
- Ability to remain calm and focused in high‑paced environments
EQUAL OPPORTUNITIES RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people‑first culture. If at any point throughout our process you require reasonable adjustments, please contact.
Compensation: Competitive salary
Reception Manager employer: Crowne Plaza Docklands-Front Office/Reception
At RBH, we prioritise our people, fostering a vibrant and inclusive work culture that celebrates diversity and individual growth. Located in the dynamic East London Docklands, our Crowne Plaza hotel offers exceptional benefits, including flexible working arrangements, generous leave policies, and opportunities for professional development, all within a supportive team environment dedicated to delivering outstanding guest experiences.
Contact Details:
Crowne Plaza Docklands-Front Office/Reception Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Reception Manager
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Crowne Plaza Docklands-Front Office/Reception. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Crowne Plaza Docklands-Front Office/Reception
Don't be shy about reaching out to Crowne Plaza Docklands-Front Office/Reception directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Reception Manager
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Crowne Plaza Docklands-Front Office/Reception and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Crowne Plaza Docklands-Front Office/Reception
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
