Job Title: Reception Manager
Location: The Washington Mayfair Hotel, London
Job Purpose
To assist in the overall management of the Front Office department, ensuring smooth and efficient day-to-day operations. The Reception Manager will contribute to the development and training of Front Office staff to uphold the highest standards of service, with the ultimate goal of achieving 100% guest satisfaction.
Main Responsibilities
* Plans and supervises the day to day operations of the Reception section which are related to the arrival and departure of guess, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
* Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients' satisfaction and adherence to service standards.
* Carries out training for new employees and on the job training. Motivates staff to bring about excellent performance. Participates to the evaluation of staff performance once a year.
* Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follows up when necessary.
* During peak period, provides help and support to the receptionists with check-in, check-out and handling guest requests.
* Liaises and coordinates with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversees that guests' specific requirements are addressed in an efficient manner.
* Keeps abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.
* At the end of shift, does handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation.
* Accomplishes a set of administrative duties such as running briefing, producing, reviewing and writing reports and other specific duties related to the job function.
Eligibility Criteria
Education: College diploma or equivalent qualification in Hospitality Management
Experience: Minimum 1–2 years in a Reception Supervisor role, ideally in a 5-star international hotel environment
Key Competencies
1. Management & Leadership
* Team building and staff development
* Motivating team members
* Strategic planning and organization
* Effective decision-making and problem-solving
2. Task Achievement
* Flexibility and adaptability
* Commitment to quality and service standards
* Ability to influence and take initiative
* Results-driven approach
3. Interpersonal Skills
* Team collaboration and cooperation
* Strong interpersonal and relationship-building skills
* Outstanding customer service orientation
4. Communication
* Clear oral communication and active listening
* Effective written communication
5. Technical Competencies
* Proficient in front office operations and procedures
* Understanding of VIP protocols and guest experience best practices
Individual Characteristics
* Friendly, professional, and caring demeanor
* Composure under pressure and strong self-control
Additional Skills
* Fluent in English and local language; fluency in a third language is a plus
* Proficiency in Microsoft Office (Word, Excel)
* Experience with hotel management systems such as Opera or Fidelio
Job Type: Full-time
Pay: From £25,500.00 per year
Application question(s):
* What is your reason for leaving your current role?
* How many years of experience you have in a similar kind of role ?
* What is your current notice period?
* Do you have any holidays currently booked or planned?
* What is your current salary?
* How is your Opera knowledge?
* What is your salary expectations for this role?
Work authorisation:
* United Kingdom (required)
Work Location: In person