Front of House Hotel Reception Manager

Reception Manager - Royal National Hotel - Bloomsbury, London Reception Manager Manager Imperial London Hotels Group based at Royal National & City Sleeper 40 hours (5 days of 7 days off weekly rota) We are part of the Imperial London Family of Hotels, a family-run company with over 185 years of history. We're rewriting the traditional hospitality mindset, paving the way for a fresh approach at our 8 hotels in Bloomsbury. We are now recruiting a Reception Manager at Royal National & City Sleeper . Our Royal National Hotel and City Sleeper is the largest hotel in the UK. Working alongside the Front Office Manager, you will be a role model for the team, leading by example to create a memorable guest experience for each guest, and address any shortfalls in service quality and operating standards. Support the Front Office Management team in delivering quality of service and delivery for all services and facilities within Front Office departments holding regularly team meetings to agree areas of operational focus on service quality, KPI and other targets. Confidently handle any guest complaints in a timely manner and ensure that suitable solutions are reached to satisfaction of our guests. Establish guest satisfaction data and develops improvement plans to address service shortfalls in service quality and /or delivery standards Ensure that the front desk team provides a professional and friendly service for customers and manage any guest complaints that arise. Ensure that there is adequate cover across the reception through scheduling staff rotas and providing cover as needed. Responsible for recruiting, onboarding all Reception and other front of house team members you will create a culture of continuous professional development empowering them to deliver and be the best. Previous experience as a Reception Manager or Front of House supervisor in the hotel industry. A Passion for hospitality, you are all about creating memorable experiences for others no matter what time of day. Strong communication skills, both written and verbal with strong experience in dealing with customer complaints/feedback A good working knowledge of Microsoft and knowledge of Reservation Systems (Opera). 28 Days Holiday pro-rata increasing with length of service up to 33 days ~ Free meals on duty ~ Workplace pension scheme ~ 300 Refer a Friend Scheme ~ Employee recognition ~ Social events ~ Interest-free Season Ticket Loan / Travelcard Loan ~50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability) ~ Local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets ~ Shopping discounts across several high-street brands and online retailers (via Each Person) ~ Mental health first aiders support & well-being ~ Employee Assistance Programme- Supported by Hospitality Action With a 185-year legacy, our company combines the stability of a long-standing 7th generation family business with the innovation of a startup. We are part of the Imperial London Family of Hotels, a family-run company with over 185 years of history. We're rewriting the traditional hospitality mindset, paving the way for a fresh approach at our 8 hotels and 9 restaurants in Bloomsbury.