About THG Ingenuity THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble. We are currently recruiting for an experienced Reception Manager to join us at King Street Townhouse Hotel. We are looking for a talented, passionate individual to join our team and create memorable guest experiences. You will be responsible for maintaining the highest standard of professionalism in all areas of operation and carry out all duties to our world class standards. Main Duties of the Role: Lead and Supervise front-of-house teams, and concierge staff, ensuring exceptional service at all touchpoints. Exceptional communication and leadership skills Oversee Daily Operations to maintain the highest standards of service, ambiance, and guest satisfaction. Manage Guest Experience by ensuring a warm, organised, and welcoming atmosphere in whole hotel premises Coordinate with different teams to ensure timely and accurate catering to special guest requests. Optimise Reservations Handle Guest Relations by addressing inquiries, concerns, and special requests with professionalism and discretion. Ensure Compliance with health, safety, and hygiene regulations, upholding 5-star service standards. Assist in Recruitment, Training, and Development of front-of-house staff to maintain a high-performance team. Ensure new team members have a smooth onboarding process Take lead in reception team payroll, and ensure time attendance is always up to date and completed. To prepare rota’s for your team 3 weeks in advance to ensure adequate cover at all times, keeping overtime to a minimum. Collaborate with Other Departments (concierge, housekeeping, and events) to provide a seamless luxury experience. Drive Revenue Opportunities through upselling, VIP services, and personalised guest experiences. Produce the night audit and guide the night team to deliver and maintain our 5* standards Appraisals and performance management of staff, including monthly meeting To react in an event of emergency as a Manager and take action in the event of first aid or fire. Requirements: Proven experience in a senior front-of-house or reception management role within a luxury hotel establishment. Ability to take on duty manager shifts when required Exceptional leadership and organisational skills with the ability to inspire and manage a high-performing team. Outstanding communication and interpersonal abilities to engage with our guests Deep understanding of luxury hospitality, and personalised guest services. Proficiency in reservation and point-of-sale systems Ability to thrive in a fast paced environment Diplomatic problem-solving skills to handle guest concerns with discretion and resolution. Comprehensive knowledge of health, safety, and food service regulations. Flexibility to work evenings, weekends, and holidays as needed. A passion for customer service and exceeding expectations and a drive to deliver exceptional standards Excellent communication skills, both verbal and in writing Excellent time management skills Superb attention to detail but also the ability to see the implications for the bigger picture Team working skills Resilience and drive to get things right the first time Analytical, problem-solving and decision-making skills Commercial awareness and sensitivity to the business Good organisation, time management, prioritising and the ability to handle a complex, varied workload A good knowledge of IT package About THG Experience: THG Experience curates a portfolio of exceptional hospitality destinations where considered design, world-class facilities and intuitive service come together. Each space is crafted with intention - from beautifully designed interiors and industry-leading wellness facilities to chef-led dining and thoughtfully delivered experiences. Our venues set the tone for modern luxury. About King Street Townhouse Hotel: In the heart of Manchester, King Street Townhouse is a luxury boutique hotel where heritage architecture meets contemporary elegance. Set within a striking Grade II-listed building, offering refined city stays, destination dining and memorable events. Guests experience elegant bedrooms and suites, destination dining, a tranquil spa with thermal facilities, a state-of-the-art gym, private cinema and beautifully appointed event spaces designed for weddings, celebrations and corporate occasions. Explore more about King Street Townhouse Hotel here. Benefits include: Fantastic bedroom rates for yourself and F&F 20% off dining at the hotel 50% off dining at Hale Country Club & Spa, also 50% discount on monthly club membership Up to 50% discounts on THG brands, including Myprotein, Lookfantastic, ESPA and many more! Onsite GP (avoid the waits!) Onsite physiotherapist Annual leave entitlement rising every year with service plus your birthday off Meals provided when on duty Competitive salary Onsite Doctor Employee discounts Gym Discounts Company pension scheme THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability. THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community. Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.