Hotel Guest Experience Manager

2 weeks ago

London, Greater London, United Kingdom Imperial London Hotels Full time
Imperial London Hotels - Reception Manager Role

We are seeking a skilled and experienced Reception Manager to join our team at the Royal National Hotel. As a key member of our front office management team, you will play a vital role in ensuring exceptional guest experiences.

About the Role:

  • Lead a team of reception staff, providing guidance, support, and development opportunities.
  • Collaborate with colleagues to drive quality service, resolve issues promptly, and exceed guest expectations.
  • Develop and implement strategies to improve guest satisfaction, leveraging data and insights to inform decision-making.
  • Ensure seamless check-in/check-out processes, addressing any concerns or complaints in a professional manner.
  • Maintain accurate records, adhering to company policies and procedures.

Key Responsibilities:

  • Support front office operations, maintaining high standards of service, efficiency, and productivity.
  • Handle guest complaints and resolve issues effectively, demonstrating empathy and problem-solving skills.
  • Analyze guest feedback, identifying areas for improvement and developing targeted solutions.
  • Recruit, train, and develop a high-performing team, promoting a culture of excellence and teamwork.

Requirements and Qualifications:

  • Prior experience as a Reception Supervisor or similar, with a proven track record of success.
  • A passion for delivering exceptional hospitality experiences, with a focus on creating memorable moments.
  • Strong commercial acumen, revenue management, and budgeting skills.
  • Excellent communication, interpersonal, and leadership skills, with the ability to motivate and inspire a team.
  • Good knowledge of Microsoft and Reservation Systems (Opera).

Benefits Package:

  • A competitive salary: £42,000 - £50,000 per annum.
  • 28 days holiday pro-rata, increasing to 33 days with length of service.
  • Free meals on duty, uniform, and dry-cleaning.
  • Workplace pension scheme, employee recognition, and refer-a-friend scheme.
  • Employee awards, social events, interest-free season ticket loan, and 20% discount in restaurants.
  • 50% discount for friends and family in hotel rooms, local discounts, and shopping discounts.
  • Nursery scheme, early pay, mental health first aiders, and employee assistance programme.

Career Development Opportunities:

  • Training and development through the Imperial London Hotels Academy.
  • Access to fully funded apprenticeships, £1,000 towards chosen course, and supported study scheme.
  • Annual free English course and opportunity to explore other roles within the company.

Location: The Royal National Hotel, London.

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