About this role
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
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
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
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