Police Federation of England and Wales
Reception Manager
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Reception Manager
Application Deadline: 14 September 2026
Department: Reception
Employment Type: Permanent
Location: Federation House
Reporting To: Finance Director
Description
Responsible for Federation House hotel reception, and will ensure the effective operational running of reservations, guest experience and conference centre. Manage and lead a team of 11 within the department, ensuring that all customer requirements are dealt with effectively by the team and that a coordinated approach is maintained. This person will be an integral part of the Federation House team and will be instrumental in ensuring we provide our customers with a great experience and maximize revenue opportunities.
Key Responsibilities
- Operations: Ensure the smooth and efficient running of the hotel and conference centre reception area, maintaining high standards of service at all times. Review and streamline practices and identify opportunities for improvements and efficiencies.
- Team Leadership: Line manage a team of 11, including Night Porters, Supervisors, Conference Coordinator, and Reception staff. Provide clear communication, guidance, and support to achieve service level agreements (SLAs).
- Drive brand visibility and revenue growth: Proactively promote hotel and conference services through upselling, cross-selling, and building strategic partnerships; leveraging guest feedback and market trends to enhance offerings and strengthen the Federation House brand.
- Recruitment & Development: Oversee hiring, onboarding, training, and ongoing development of reception staff to maintain a skilled and motivated team.
- Staff Scheduling: Manage weekly rotas and overtime to ensure adequate staffing levels while adhering to budgetary constraints.
- Collaboration: Work closely with key stakeholders and section managers and attend weekly operational meetings to align priorities and objectives.
- Customer Service: Oversee all customer facing and guest interactions—both in person and via phone/email—ensuring inquiries are handled promptly, professionally, and courteously.
- Reservations & Check-In/Out: Guarantee efficient administration of reservations and smooth guest check-in/out processes, ensuring accurate billing and timely payment.
- Revenue Management: Maximise room occupancy and revenue through effective yield management, maintaining optimal average room rates and REVPAR.
- Conference Centre: Provide support and oversight to ensure that bookings of the conference centre run smoothly, and support the Events Coordinator with promoting and managing bookings, and ensuring customers’ expectations are met.
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Skills, Knowledge and Expertise
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- Previous experience as Front of House Manager or Reception Manager within a hotel / conference centre.
- People management experience, ideally within the hospitality sector.
- Effective interpersonal and communication skills, with the ability to communicate at all levels.
- Be approachable, calm under pressure, and able to maintain a professional and positive manner.
- Have a hands-on approach, is well organised, and able to take direction and utilise their own initiative.
- Proficient written and spoken English communication skills.
- Flexibility to support on shifts as and when required.
Benefits
We offer multiple benefits to our HQ employees including: competitive salary, enhanced pension contribution, private medical insurance, death in service benefit, enhanced leave, employee assistance program, onsite free lunches and refreshments, free onsite gym, free onsite parking, 26 days holiday (increasing with length of service), mental health clinics, support for continuous professional development, employee discounts and more….
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