Reception Manager - Royal National Hotel - Bloomsbury, London in Westminster

In order to make an application, simply read through the following job description and make sure to attach relevant documents.

Imperial London Hotels Group based at Royal National & City Sleeper

40 hours (5 days of 7 days off weekly rota) 33,168.00 GBP + Benefits

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. We boast 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 will include the following:

• Support the Front Office Management team in delivering quality of service and delivery for all services and facilities within Front Office departments holding regularly 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 satisfaction of our guests.
• Establish guest satisfaction data and develops 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 there is adequate cover across the reception through scheduling staff rotas and providing cover as needed.
• Responsible for recruiting, onboarding all Reception and other front of house team members you will create 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 your excellent organisation skills, you can prioritise workload and also adapt to changing priorities where needed.
• Strong communication skills, both written and verbal with strong experience in dealing with customer complaints/feedback.
• You will be 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 you will get in return:

• 28 Days Holiday pro-rata increasing with length of service up to 33 days.
• Free meals on duty.
• Uniform & dry-cleaning.
• Workplace pension scheme.
• 300 Refer a Friend Scheme.
• Employee recognition.
• Employee awards.
• Social events.
• Interest-free Season Ticket Loan / Travelcard Loan.
• 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability).
• Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets.
• Early Pay - Instantly access a portion of the pay you've already earned.
• Shopping discounts across several high-street brands and online retailers (via Each Person).
• Nursery Scheme via Each Person (subject to eligibility).
• Mental health first aiders support & well-being.
• Employee Assistance Programme- Supported 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.