Front of House Coordinator/ Switchboard

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 Front Office Co‑ordinator at our Royal National & City Sleeper Hotel, nestled in the heart of London, Bloomsbury. Our Royal National Hotel is one of the largest hotels 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 managing check‑in to check‑out. Working alongside the Front Office team, you will manage emails, phone calls, and reservations, process payments and refunds, and monitor credit card discrepancies.

Key Duties will include the following:

• Manage and enter group bookings for the hotel and liaise closely with Groups department ensuring all Groups information is inputted in the system and allocated accordingly.
• Manage booking requests and comments via Expedia, the company’s app and other sites.
• Deal efficiently and courteously with all guest enquiries or requests coming via the switchboard in a timely manner with appropriate follow‑up or escalation when necessary.
• Send reservation confirmations, and copies of invoices to the guests or clients.

What we would like from you:

• Worked as a Front Office Supervisor/ Reception Manager with 2 years experience in the hotel industry.
• A passion for hospitality, you are all about creating memorable experiences for others no matter what time of day.
• Personable and engaging, with the ability to build rapport easily, and with great communication skills with both internal departments and guests alike.
• A multi‑tasker with excellent organisation skills, you can prioritise workload and also adapt to changing priorities where needed.
• 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 you will get in return:

• 28 days holiday, rising to 33 with length of service (including bank holidays).
• Access to ILH Training Academy programmes, apprenticeships and supported study.
• Holiday Purchase Scheme.
• Complimentary uniform dry‑cleaning, plus discounted personal dry‑cleaning.
• Interest‑free Season Ticket Loan.
• Workplace Pension.
• Team member flat rate and 50% friends and family hotel discount.
• 50% discount across ILH F&B outlets.
• Discounted drinks at Blooms Café.
• Employee‑funded Health Cash Plan.
• Local Bloomsbury discounts.
• Early Pay access.
• Shopping discounts with selected retailers.
• Salary sacrifice schemes including nursery care, cycle to work, and technology.
• Access to mental health first‑aiders, wellbeing support and the Employee Assistance Programme.

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.