Reception Manager

Job Description

We are seeking a dedicated and professional Reception Manager to lead our front desk team and ensure an exceptional guest experience. This role requires a dynamic individual capable of managing daily front office operations, driving service excellence, and supporting the Room Division Manager in maintaining smooth and efficient service delivery.

Key Responsibilities:
The main responsibilities and tasks of this position are as listed below, but not limited to these:

• Assist guests with check-in and check-out processes, including cashiering duties to ensure smooth transactions

• Define, coordinate, and manage a service delivery system utilizing resources, tools, data, and service standards to maintain high guest satisfaction

• Provide a warm and professional welcome to guests upon arrival, registering them accurately and issuing room keys following established standards

• Efficiently assist guests throughout their stay by addressing requests, handling feedback, providing directions, and offering personalized suggestions

• Manage guests’ emails, messages, incoming phone calls and complaints promptly and courteously

• Maximize room revenue by upselling to higher rate categories and securing the best possible rates for walk-in guests

• Meet, greet, and facilitate seamless rooming arrangements for VIP guests, ensuring a memorable experience

• Lead and motivate the front office team to maintain high standards of service and operational efficiency

• Manage the front office team performance and conduct

• Perform any related duties and special projects as requested by the Room Division Manager

Qualifications

• Right to work in the UK

• Proven experience in front office operations with a strong track record in a supervisory or managerial capacity

• Excellent leadership skills with the ability to inspire, coach, and manage a dynamic team

• Strong knowledge of Opera Cloud software

• Outstanding communication and interpersonal skills, with a genuine passion for guest service

• Ability to multitask and thrive in a fast-paced, detail-oriented environment

Additional Information

Ready to discover more? Get in touch with us. We would love to hear from you.

One more thing…

By working at Novotel London Excel you will be part of the Accor network, worldwide hospitality leader. With us, you can be all you are, work with purpose, grow, learn, enjoy and explore Accor’s limitless opportunities. Discover our Talent stories at heart-of-hospitality.com or on Instagram @heart.of.hospitality

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong.

Information on the processing of personal data
When you submit an application to Accor UK Business & Leisure Hotels Limited, trading as AccorInvest UK, the company processes some of your personal data to consider and manage your application.
We may also process data supplied to us by third parties, for example one or more of your former employers or a third-party supplier of personality questionnaires. Please note that your answers to any questionnaire will not lead to an automated decision.
In our capacity as data controller, we ensure that we comply with all legislation relating to the protection of personal data (in particular the retained EU law version of the General Data Protection Regulation (Regulation (EU) 2016/679) and the Data Protection Act 2018).
Information relating to the processing of candidates' personal data and to the exercise of their rights of access, opposition, rectification and deletion is available in our Employee Privacy Policy.

Compensation: N/A to 37 (GBP) (YEARLY)