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Reception Manager ***Luxury Hotel in London***
Incredible Benefits
We are seeking a motivated and professional Reception Manager to join our luxury Hotel. As Reception Manager, you will be responsible for overseeing the day-to-day operations of the Reception team, ensuring a seamless and welcoming guest experience while upholding the highest standards of service. This is an excellent opportunity for someone with experience in a luxury hospitality environment who is ready to take the next step in their career.
Location: Milestone Hotel and Residences, Kensington
Employment Type: Full-time
Working Pattern: shift work
Salary: £32,640 per year + service charge
Red Carnation Hotel Collection is a family-owned hotelier business with 18 stunning properties all over the world.
We are proud to be AA's Hotel Group of the Year (2024)! We have won numerous awards such as Best Employer (2023) and Sustainable Business (2023) at The Cateys. We are proud in our commitment to developing our own and were honoured to have won for the third time a Princess Royal Training Award (2017, 2020, 2023) by HRH The Princess Royal and City & Guilds and proud to be the first privately owned company retaining its Platinum Investors in People accolade globally. To further enhance our standing we have won Top Employer (2024) for the United Kingdom which certified our excellent in employee conditions.
The Milestone Hotel and Residences part of the Red Carnation Hotels, is a beautiful five star hotel located opposite Kensington Palace Gardens and close to The Royal Albert Hall. This property has 43 individually designed bedrooms, 13 luxury suites and 6 long-stay apartments, a classic lounge area for Afternoon Tea, a modern Stables Bar and a 2 Rosettes restaurant, named Cheneston's.
Key Responsibilities Of a Reception Manager
* Lead, support, and coordinate the Reception team to deliver a consistently outstanding guest experience.
* Ensure that all front-of-house procedures run smoothly and efficiently throughout the day and night shifts.
* Organise rotas, manage payroll and holiday schedules for Reception staff.
* Handle guest queries, complaints, and feedback professionally and promptly.
* Conduct handovers, briefings, and ensure clear communication within the team and across departments.
* Update and implement SOPs to reflect brand and operational standards.
* Train and mentor receptionists to uphold service excellence and brand values.
* Ensure all team members are knowledgeable on hotel promotions and offerings to maximise guest satisfaction and revenue.
* Support in achieving 90%+ on internal and external service audits (Forbes, AA, Mystery Shopper, RCH standards).
What We’re Looking For
* Previous experience as a Reception Manager or Supervisor in a five-star hotel or luxury setting.
* A confident, guest-focused leader with strong communication and team coordination skills.
* Organised and proactive approach to team management and shift planning.
* Ability to remain calm and professional in a fast-paced environment.
* Committed to upholding service excellence and continuously improving team performance.
What's in it for you?
* Holiday allowance starting at 20 days and increasing with length of service up to 27 days + 8 bank holidays
* Excellent service charge added to your salary every month.
* Professional, award winning learning and development opportunities from day one.
* Fantastic recommend a friend and family bonus scheme worth up to £600.
* Enhanced paid maternity leave & paternity leave.
* 50% off on food and 25% off on beverages in any Red Carnation Hotels F&B outlets.
* Discounted accommodation rates at Red Carnation Hotels worldwide.
* Two paid volunteering days each year, because we care about our community.
* Access to immediate Employee Assistance Programme, because we care about our employees.
* Vibrant hotel recognition events every month and hotel-based incentives (Employee of the Month / Manager of the Quarter).
* Social and team building events per hotel.
* Global Employee Appreciation Party, where we get to celebrate our incredible teams.
* Free meals on duty.
* Complimentary uniform and dry-cleaning services.
Red Carnation Hotels is an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We electronically scan and store a copy of your passport/visa and/or ID card to gain a clear indication of the authenticity of the document and establish the ‘Right to Work’ in the UK.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Hospitality
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