Reception Operations Manager

4 weeks ago


London, Greater London, United Kingdom Imperial London Hotels Limited Full time

Job Title: Reception Operations Manager

About Us: As a family-owned business, we pride ourselves on delivering exceptional guest experiences and building strong relationships with our customers.

Salary Range: £42,000 - £52,000 per annum

Job Description:

This is an exciting opportunity to join our team as a Reception Operations Manager at the Royal National Hotel. You will be responsible for ensuring exceptional guest experiences from check-in to check-out, leading by example, creating a memorable experience, and adhering to hotel brand standards.

Your main responsibilities will include greeting guests, providing high-quality service, and resolving complaints in a professional manner. You will also conduct fire evacuation training and ensure team members are up-to-date on procedures.

Main Responsibilities:

  • Greeting guests and providing exceptional customer service
  • Resolving guest complaints and concerns in a professional manner
  • Conducting fire evacuation training and ensuring team members are up-to-date on procedures
  • Managing luggage storage areas and collaborating with relevant departments to secure extra space when needed
  • Responding to accidents and incidents, calling emergency services when required, and documenting events in the Saeker system

Requirements:

  • A seasoned Duty Manager or Reception Manager with experience in a similar setting, preferably in a hotel environment
  • Strong knowledge of fire evacuation procedures and confidence in leading them
  • A genuine passion for hospitality, with a focus on delivering exceptional guest experiences
  • NVQ/QCF Level 3 certification or equivalent qualification in Business Administration
  • A natural leader capable of motivating and developing teams to reach their full potential

Benefits:

  • 28 days' holiday pro-rata, increasing to 33 days with length of service
  • Free meals on duty
  • Uniform and dry-cleaning provision
  • Employee recognition and awards
  • Social events and interest-free Season Ticket Loan/Travelcard Loan

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