Reception Manager - Mayfair

Salary - £42,500 per annum

We are currently recruiting for a Reception Manager to join our team.

What we offer:

• £42,500 per annum
• Permanent, full-time contract

As Reception Manager, you will be responsible for the Reception team. You will lead, coach and train your team to provide attentive, authentic and gracious luxury service to all guests. You will be accountable for the success of your department not just financially but also on the engagement of your team, guest experience and the reputation scores their feedback generates.

Reporting to the Rooms Division Manager, this is a very hands-on role. You will lead by example and ensure there is a culture of greeting guests in a warm, friendly manner and be a true ambassador for excellent service, dealing with all requests and queries in an efficient and professional manner, whether face-to-face or over the telephone.

The ideal candidate must be a Front Office | Reception expert and have had experience in both London and in a 5 Star | Luxury Hotel.

Responsibilities of a Reception Manager will include but are not limited to:

• Managing the full guest experience from the moment of booking through to post-stay – ensuring each and every guest receives a great experience, defined by our culture and values.
• Directly managing the Reception Team and supporting where applicable the Concierge Team in delivering the Front of House strategy and targets.
• Manage the departmental costs ensuring scheduling and resources are dispatched accordingly to support operational performance.
• Establishing opportunities for improving operations consistently.
• Address guests' service needs in a professional, positive, and timely manner.
• Comply with quality assurance expectations and standards.
• Setting a clear example for all employees with regard to personal presentation and positive attitude.
• Regularly review our guest experience feedback, share results and comments and work to improve each facet of the business.
• Continuously improve all operational processes and ensure these are clearly communicated to the relevant team members.
• Lead the recruitment of new talent within Reception and ensure that a robust yet flexible induction plan is created and followed.
• You will produce the SOPs for Reception and when required amend, change and update them.
• Represent The Shepherd Mayfair at Axiom's Front Office Academy and play an active part in its success and development of other Front Office | Reception Leaders.
• You will support the Rooms Division Manager and Head Concierge in ‘Hotel' feedback by replying to online reviews and queries generated by guests.
• Within Reception you will be the Brand Standards expert, it is your responsibility to ensure these standards are brought to life, lived and adhered to.
• Ensures there are robust communication processes in place within Reception, not just limited to Daily Hotelwide communication, leadership meetings with their team, handover between shifts and the internal online tools in place.
• Actively participate in Green Initiatives – established and created, and ensure their team is equally engaged.
• Ensure that Reception is compliant; mandatory People and Culture trainings, weekly, monthly, bi-monthly and annual audits for Fire Life Safety, Health and Safety.
• Champion the Reception teams upselling program by ensuring that is part of all briefings | handovers, there is regular training and that the targets are realistic.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and The Shepherd Mayfair.

Benefits:

• Hotel discounts across all Axiom Hospitality hotels - colleague rates and up to 50% discount on F&B
• 28 days holiday, including