Reception Manager

3 weeks ago

London, Greater London, United Kingdom Hilton Hotels Full time
Reception Manager

WELCOME TO A WORLD OF OPPORTUNITIES AT THE WORLD'S #1 BEST WORKPLACE, AWARDED BY GREAT PLACE TO WORK & FORTUNE.

Conrad London St James is one of Hilton's three global luxury brands and reflects the bold, inspired and personalised service we offer our guests. The hotel is renowned for its excellent service and is in the top 5% of hotels in London and the Top 10% in the world.

A World of Rewards:

Competitive Salary plus upsell incentives
A global travel program for team members
Uniforms
Meals whilst on duty
To be part of a fabulous team

The hotel located in the heart of Westminster, as well as 256 beautifully appointed bedrooms our outlets within the hotel offer its teams the opportunity to join exciting food and drink concepts, with the standards and luxury service Conrad is famous for. Supported by celebrity chef Sally Abe, they consist of:

The Blue Boar Pub, opened May 2021, which is a contemporary take on a British pub
The Hedgerow, the hotel's first cocktail bar, which takes inspiration from the beauty of the traditional British countryside
The Pem, a glamourous and elegant restaurant in the centre of the hotel showcasing classic British cuisine using modern techniques
The Orchard, for afternoon teas and lighter meals
The Executive Lounge, an exclusive space dedicated to our most valued guests, providing a higher level of luxury and personalized service.
Seven Meetings & Events Spaces, perfectly designed to host a wide range of gatherings and events, each space offers the same commitment to quality, luxury, and service excellence that define Conrad London St. James.

A Reception Manager oversees Reception operations to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out
What will I be doing?
Oversee the entire Front Office operation to maintain high standards
Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Ensure regular and VIP Guests are recognised and that the Reception department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
Set Reception departmental targets and objectives, work schedules, budgets, policies, and procedures
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
Maintain good communication and working relationships with all hotel departments
Monitor staffing levels to meet cover business demands
Conduct monthly communication meetings and produce minutes
Manage staff performance issues in compliance with company policies and procedures
Recruit, manage, train and develop the Reception team
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Assist with other departments, as necessary

What are we looking for?
Previous supervisory experience in Front Office within the hotel/leisure/retail sector
High level of IT proficiency
High level of commercial awareness and sales capabilities
Experience of managing people and developing people
Previous experience of managing a department and Profit and Loss account
Excellent leadership, interpersonal and communication skills
Accountable and resilient
Commitment to delivering a high level of customer service
Ability to work under pressure
Excellent grooming standards
Flexibility to respond to a variety of work situations
Ability to work on your own and as part of a team

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Familiar with Property Management Systems
A degree or diploma in Hotel Management or equivalent

Travel:

St James Park Tube Station – District & Circle Line – across the road
Westminster Tube Station – Jubilee Line (4 Mins Walk)
Victoria Station (8 Mins Walk)
Waterloo Station (10 Mins Walk)

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