Reception Manager in City of London

We are part of the Imperial London Family of Hotels, a family-run company with over 185 years of history. We’re rewriting the traditional hospitality mindset, paving the way for a fresh approach at our 8 hotels in Bloomsbury. Our purpose is to provide authentic London experiences and memorable stays to all our guests. And we believe that starts with the right team. We are now recruiting a Reception Manager at Royal National & City Sleeper, nestled opposite the picturesque Russell Square Gardens in the vibrant heart of Bloomsbury, London. Our Royal National Hotel and City Sleeper is the largest hotel in the UK, boasting over 1600 guest rooms.

Each day brings new challenges as we forge to create authentic London experiences and memorable stays within everyone’s reach. Putting our guests at the heart of everything you do, you make it your mission to ensure that you and your team deliver an exceptional guest journey from check-in to check-out. Working alongside the Front Office Manager, you will be a role model for the team, leading by example to create a memorable guest experience for each guest, and address any shortfalls in service quality and operating standards.

Key Duties:

• Support the Front Office Management team in delivering quality of service and delivery for all services and facilities within Front Office departments, holding regular team meetings to agree areas of operational focus on service quality, KPI and other targets.
• Confidently handle any guest complaints in a timely manner and ensure that suitable solutions are reached to the satisfaction of our guests.
• Establish guest satisfaction data and develop improvement plans to address service shortfalls in service quality and/or delivery standards.
• Ensure that the front desk team provides a professional and friendly service for customers and manage any guest complaints that arise.
• Ensure that the front desk team provides adequate cover across the reception through scheduling staff rotas and providing cover as needed.
• Responsible for recruiting and onboarding all Reception and other front of house team members, creating a culture of continuous professional development empowering them to deliver and be the best.

What we would like from you:

• Previous experience as a Reception Manager or Front of House supervisor in the hotel industry.
• A passion for hospitality; you are all about creating memorable experiences for others no matter what time of day.
• A multi-tasker with excellent organisation skills, able to prioritise workload and adapt to changing priorities where needed.
• Strong communication skills, both written and verbal, with strong experience in dealing with customer complaints/feedback.
• A natural leader with the ability to motivate and develop a team to reach their full potential both personally and professionally.
• A positive can-do attitude; you are calm under pressure, able to work both independently and as part of a team.
• A good working knowledge of Microsoft and knowledge of Reservation Systems (Opera).

What’s in it for you:

• 28 days holiday, increasing with length of service up to 33 days (including bank holidays).
• Access to ILH Training Academy programmes, apprenticeships and supported study scheme.
• Access to Holiday Purchase Scheme.
• Complimentary uniform dry-cleaning and discounted dry-cleaning on personal items.
• Access to an interest-free Season Ticket Loan or Travelcard Loan.
• Team member flat rate discount & 50% discount to friends and family at any of our hotels.
• 50% discount at ILH’s nine food and beverage outlets.
• Access to coffee and beverage discounts at Blooms Café - £1.50 per beverage.
• Access to an employee funded Health Cash Plan.
• Access to local Bloomsbury London discounts e.g. bowling and restaurant outlets.
• Access to Early Pay - instantly access a portion of the pay you’ve already earned.
• Access to shopping discounts across several high-street brands and online retailers.
• Access to salary sacrifice schemes e.g. nursery care, cycle to work & technology.
• Access to mental health first aiders support & well-being support.
• Access to our Employee Assistance Programme by Hospitality Action.

You can explore additional benefits here.

With a 185-year legacy, our company combines the stability of a long-standing 7th generation family business with the innovation of a startup. We have big plans for growth, and we need someone who shares our excitement for the future, whilst upholding our core values of positivity, care, collaboration, growth, and pride.