At a Glance
- Tasks: Lead the Reception team to deliver exceptional guest experiences and operational excellence.
- Company: Join a top-rated hospitality company committed to diversity and employee wellbeing.
- Benefits: Enjoy discounted hotel stays, flexible working, and a range of wellness activities.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Be at the heart of guest interactions and make a real impact in hospitality.
- Qualifications: Experience in front office management and a passion for guest service.
The predicted salary is between 28103 - 34348 £ 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
Located in the heart of East London, Hyatt Place London City East is a contemporary lifestyle hotel featuring 280 stylish guest rooms and suites, modern meeting and event facilities, and one of the capital's most exciting rooftop destinations, Pocket Square Skyline Bar & Terrace.
Perfectly positioned between the City of London, Shoreditch, and Brick Lane, the hotel attracts a diverse mix of business and leisure travellers from across the globe.
As part of the world-renowned Hyatt brand and managed by RBH Hospitality Management, we are committed to delivering exceptional guest experiences whilst creating an environment where our people can thrive and grow.
THE ROLE
As Reception Manager, you will be responsible for leading the Reception team, ensuring every guest receives an exceptional arrival, stay, and departure experience.
You will be passionate about hospitality, operational excellence, and developing a high-performing team that consistently delivers memorable guest experiences.
Reporting to the Front Office Manager, you will oversee the day-to-day operation of the Front Desk, ensuring brand standards are maintained, guest satisfaction targets are achieved, and operational procedures are followed effectively.
You will act as a role model for the team, creating a positive and engaging environment while driving service excellence and commercial performance.
You will play a key role in developing team members, managing guest relations, and ensuring efficient front office operations.
This is an excellent opportunity for an experienced Front Office Supervisor, Guest Services Manager, or Assistant Reception Manager looking to take the next step in their hospitality leadership career.
- A DAY IN THE LIFE OF A RECEPTION MANAGER
- Delivering Exceptional Guest Experiences
- Lead the Reception team in delivering outstanding, personalised service to every guest.
- Ensure all arrivals, departures, and guest interactions are handled professionally and efficiently.
- Create memorable experiences by anticipating guest needs and exceeding expectations.
- Act as the primary point of contact for guest feedback, complaints, and service recovery situations.
- Build strong relationships with
VIPs, frequent guests, and long-stay residents.
- Monitor guest satisfaction scores with the Guest Service Managers and implement actions to continuously improve the guest experience.
- Ensure Hyatt standards are consistently delivered across all Front Office touchpoints.
- Leading and Developing the Reception Team
- Lead, motivate, and inspire the reception team to deliver exceptional performance.
- Conduct training, coaching, and development activities to enhance individual and team performance.
- Support recruitment, onboarding, and succession planning within the department.
- Monitor team productivity and performance, providing regular feedback and recognition.
- Promote a positive culture of teamwork, accountability, and guest-focused service.
- Act as a role model, demonstrating professionalism, leadership, and a passion for hospitality.
- Driving Operational Excellence
- Oversee the smooth day-to-day operation of Reception, ensuring all procedures are completed accurately and efficiently.
- Monitor room availability, room status, and guest requests to maximise operational efficiency.
- Ensure accurate management of reservations, billing, and payment procedures.
- Work closely with Housekeeping,
Maintenance, Reservations, Revenue, and other departments to ensure seamless operations.
- Monitor compliance with brand standards, operating procedures, and guest service expectations.
- Support the implementation of new initiatives, processes, and service improvements.
- Ensure effective communication and handovers between shifts and departments.
- Driving Revenue & Commercial Performance
- Support the achievement of Front
Office revenue targets through effective upselling and room allocation strategies.
- Monitor daily arrivals and occupancy levels to maximise revenue opportunities.
- Coach colleagues on upselling techniques and guest engagement opportunities.
- Review departmental performance metrics and identify opportunities for improvement.
- Assist in controlling departmental costs while maintaining service standards.
- Support the wider hotel commercial strategy through proactive guest service and operational management.
- Compliance, Safety & Brand Standards
- Ensure compliance with all hotel policies, procedures, and health & safety requirements.
- Maintain a safe and secure environment for guests, visitors, and colleagues.
- Support emergency procedures and respond appropriately to incidents and guest concerns.
- Ensure compliance with Hyatt and
RBH brand standards at all times.
- Complete audits, checks, and reporting requirements accurately and within required timescales.
- Promote a culture of professionalism, accountability, and continuous improvement.
- THE IMPACT YOU'LL HAVE
As Reception Manager, you will be at the heart of the guest journey, creating exceptional first and last impressions while leading one of the hotel's most visible and important departments.
Your leadership, passion for service excellence, and operational expertise will directly influence guest satisfaction, colleague engagement, and the overall success of the hotel.
By developing your team, maintaining exceptional standards, and driving continuous improvement, you will help ensure Hyatt Place London City East remains a leading destination for guests visiting London.
WHAT WE NEED FROM YOU
To succeed in the role of Reception Manager, you will bring
- Previous experience in a
Reception Manager, Assistant Front Office Manager, Guest Services Manager, or senior Front Office leadership role.
- A genuine passion for delivering exceptional guest experiences.
- Strong leadership, coaching, and people development skills.
- Excellent communication and interpersonal abilities.
- Experience managing guest feedback, service recovery, and complaint resolution.
- Strong organisational skills and the ability to prioritise effectively in a fast-paced environment.
- Experience managing departmental rotas, staffing levels, and performance.
- A commercial mindset with experience driving upselling and revenue opportunities.
- Strong knowledge of Front Office operations, policies, and procedures.
- Experience using Opera Cloud or a similar Property Management System.
- Good knowledge of health & safety requirements and hotel compliance standards.
- A proactive, hands-on approach with a commitment to leading by example.
- Flexibility to work shifts, including weekends and public holidays when required.
- OUR BENEFITS
- You will have access to a benefits package we believe truly works for our people
- 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!
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 .
Reception Manager in London employer: Hyatt Place London City East
At RBH, we prioritise our people, fostering a vibrant and inclusive work culture that champions diversity and wellbeing. As part of the Hyatt Place London City East team, you will thrive in a dynamic environment that not only values your contributions but also offers extensive growth opportunities, competitive benefits, and the chance to be part of a globally recognised brand in one of London's most exciting hospitality markets.
Contact Details:
Hyatt Place London City East Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Reception Manager in London
✨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 Hyatt Place London City East. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Hyatt Place London City East
Don't be shy about reaching out to Hyatt Place London City East 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 in London
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 Hyatt Place London City East 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 Hyatt Place London City East
✨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!
