Reception Manager - London

Reception Manager - London What This Role Is Here To Do (Role Purpose) As Reception Manager at Poolhouse, you are the guardian of the guest's first and last impression. You lead the host team with precision, poise, and personality - combining the charm of a top concierge with the control of an event planner. You are a whizz on our reservations system and you'll own the flow of bookings, arrivals and walk-ins, with a hunger for optimisation. You'll organise the team to welcome each shift and special occasions with a calm, structured approach, and uphold a high standard of etiquette, organisation, and guest care. You set the tone for what world-class welcome looks like. What Success Looks Like

• Guests are greeted with warmth, confidence, and polish every time
• Bookings are managed flawlessly and the front desk runs like clockwork
• The host team is clear, composed, and beautifully presented
• You spot issues in advance and solve them with minimal fuss
• Communication between hosts, floor, and management is seamless
• You uphold (and elevate) the tone, manners, and presence of the team
• Feedback is welcomed and given constructively, regularly, and clearly

Where This Role Can Take You With continued growth, development, and results, this role can grow into:

• Sales & Events Manager
• Assistant General Manager (AGM)

Our Way of Working This role is delivered with care, curiosity, and integrity, in line with our Poolhouse values: Experience Obsessed | Take Care | Seek Excellence | Integrity | Elite Sports Team Mentality Skills, Knowledge and Expertise

• Proven experience in high-end reception, front desk, or guest services
• Exceptionally organised with an eye for process and structure
• Meticulous attention to detail and personal presentation
• Naturally diplomatic, confident, and composed under pressure
• Strong communication skills - direct, kind, and clear
• A role model in guest etiquette and team conduct
• Proficient with booking systems and guest management software
• Passionate about guest experience and building a team that reflects excellence

Benefits

• Drive cover optimisation through innovative reservation system management
• Lead the host team to deliver seamless, stylish, and guest-focused greetings and farewells
• Oversee the bookings and reservations system with diligence and accuracy
• Manage guest flow during busy periods to avoid queues and bottlenecks
• Deliver pre-shift briefings to set expectations and tone
• Provide on-the-floor coaching and feedback to hosts
• Train the team in professional etiquette, presentation, and service tone
• Liaise closely with floor, kitchen, and bar teams to manage timing and turnarounds
• Handle special occasions, VIPs, and event bookings with confidence and care
• Monitor and maintain the presentation of the reception and entry area
• Contribute to creating a welcoming, polished, and well-ordered front-of-house environment

Benefits

• Free Health Assured EAP membership (counselling, life coaching, legal and financial support)
• Perks and Discounts platform
• Medicash Health Cash plan
• Wagestream access (early pay & savings tools)
• Paid volunteer day for a charity of your choice
• Birthdays off
• Free nutritious meals at work
• Twice yearly Poolhouse Socials
• Code subscription