Reception Manager

To lead the Reception Team and support the Front Office Manager in ensuring smooth daily operations and exceptional guest service. The Reception Manager is responsible for performance management, communication, training, and hands-on leadership at the front desk. This role is pivotal in maintaining high standards, strong team morale, and seamless interdepartmental communication.

Requirements

• Proven experience in a supervisory or assistant manager role within the Front Office
• Strong communicator, confident in leading a diverse team under pressure
• Well-organised with excellent time management and multitasking skills
• Proficient in Opera PMS and Microsoft Office
• Passion for guest service, team development, and operational excellence
• Flexible with shift work, including weekends and holidays
• Strong attention to detail and initiative
• Well-developed technical and computer skills
• Ability to remain calm and focused in high-paced environments

Responsibilities

• Manage the daily operation of the Reception Desk, including team supervision and guest handling
• Report directly to the Front Office Manager
• Act as the departmental lead as a point of contact in the absence of the Front Office Manager, ensuring seamless daily operations and team support
• Take ownership of additional responsibilities assigned by senior management team, demonstrating accountability
• Provide visible and on the floor proactive leadership by working hands-on at the reception desk
• Attend daily briefing and meetings as and when necessary
• Organise and conduct team briefings, meetings, and training sessions
• Conduct and document return-to-work meetings, 1:1 chats, performance reviews, assist with boarding training and probation evaluations
• Manage team conduct, grooming, timekeeping, and performance standards
• Oversee VIP arrivals, long stays, and group bookings in collaboration with reservations and housekeeping
• Address guest concerns promptly with appropriate, solution-focused action
• Monitor and manage staff training progress, creating and implementing SOPs, and brand standards compliance
• Ensure correct room allocations, billing instructions, and guest preferences are communicated and delivered by team members
• Support rota creation, team scheduling and team meetings with the Front Office Manager or in their absence
• Ordering and upkeep of stock, plan and organise special key events
• Assist with FOH reporting, audits, and documentation control as required
• Maintain regular communication with all relevant departments to ensure service excellence
• Promote a positive, service-driven environment aligned with the hotel’s ‘Turn Moments into Memories’ culture
• Inspire and motivate the Reception Team through clear communication, consistent feedback, ongoing coaching, and development initiatives
• Lead IHG training standards by attending Champion calls, coaching hotel IHG Champions, and delivering engaging, brand-aligned sessions that meet IHG expectations
• Address team concerns, develop individual capabilities, and create opportunities for growth
• Lead by example in every aspect of guest interaction and team conduct
• Foster a supportive, well-informed, and professional team culture
• Encourage and track upselling, IHG enrolments, and brand-specific revenue initiatives
• Prevent revenue loss through accurate billing and follow-up on guest charges
• Adhere to audit and training compliances
• Uphold IHG and RBH expectations, comply with brand, hotel and company operating standards
• Drive a guest-centric culture, ensuring every stage of the guest journey reflects genuine hospitality and exceeds service expectations
• Embed IHG’s ‘True Hospitality’ values into daily operations, ensuring consistency, warmth, and excellence from check-in to check-out
• Uphold and enforce SOPs, grooming standards, and quality controls
• Monitor service feedback and guest reviews, leading corrective action where necessary
• Ensure compliance with audits, registration card management, and documentation procedures
• Be fully conversant with the Hotel policy on: Fire & Evacuation, Security procedures, Health & safety policy, Personnel & Training procedures
• Attend training when required
• Be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work
• Participate in your annual review discussion and any subsequent conversations to review performance and objectives
• Have a flexible approach to the hours you are required to work
• Be fully aware of and adhere to the health and safety regulations concerning your employment and promote and safe environment for yourself, your colleagues and our guests
• Guest satisfaction scores, feedback analysis, and resolution follow-through
• Monitor and enhance guest satisfaction by analysing feedback, resolving issues promptly, and implementing improvements based on trends and insights
• Support achievement of departmental main KPIs and other performance measured goals, maintaining focus on quality, efficiency, and service excellence
• Completion and documentation of staff reviews, chats, and training
• Receptionist's punctuality, appearance, and performance tracking
• Operational effectiveness in leading the team during FOM absence