Reception Manager

Lead the Reception team in delivering outstanding, personalised service to every guest.

Ensure all arrivals, departures, and guest interactions are handled professionally and efficiently.

Create memorable experiences by anticipating guest needs and exceeding expectations.

Act as the primary point of contact for guest feedback, complaints, and service recovery situations.

Build strong relationships with VIPs, frequent guests, and long-stay residents.

Monitor guest satisfaction scores with the Guest Service Managers and implement actions to continuously improve the guest experience.

Ensure Hyatt standards are consistently delivered across all Front Office touchpoints.

Lead, motivate, and inspire the reception team to deliver exceptional performance.

Conduct training, coaching, and development activities to enhance individual and team performance.

Support recruitment, onboarding, and succession planning within the department.

Monitor team productivity and performance, providing regular feedback and recognition.

Promote a positive culture of teamwork, accountability, and guest-focused service.

Act as a role model, demonstrating professionalism, leadership, and a passion for hospitality.

Oversee the smooth day-to-day operation of Reception, ensuring all procedures are completed accurately and efficiently.

Monitor room availability, room status, and guest requests to maximise operational efficiency.

Ensure accurate management of reservations, billing, and payment procedures.

Work closely with Housekeeping, Maintenance, Reservations, Revenue, and other departments to ensure seamless operations.

Monitor compliance with brand standards, operating procedures, and guest service expectations.

Support the implementation of new initiatives, processes, and service improvements.

Ensure effective communication and handovers between shifts and departments.

Support the achievement of Front Office revenue targets through effective upselling and room allocation strategies.

Monitor daily arrivals and occupancy levels to maximise revenue opportunities.

Coach colleagues on upselling techniques and guest engagement opportunities.

Review departmental performance metrics and identify opportunities for improvement.

Assist in controlling departmental costs while maintaining service standards.

Support the wider hotel commercial strategy through proactive guest service and operational management.

Ensure compliance with all hotel policies, procedures, and health & safety requirements.

Maintain a safe and secure environment for guests, visitors, and colleagues.

Support emergency procedures and respond appropriately to incidents and guest concerns.

Ensure compliance with Hyatt and RBH brand standards at all times.

Complete audits, checks, and reporting requirements accurately and within required timescales.

Promote a culture of professionalism, accountability, and continuous improvement.

As Reception Manager, you will be at the heart of the guest journey, creating exceptional first and last impressions while leading one of the hotel's most visible and important departments.

Your leadership, passion for service excellence, and operational expertise will directly influence guest satisfaction, colleague engagement, and the overall success of the hotel. By developing your team, maintaining exceptional standards, and driving continuous improvement, you will help ensure Hyatt Place London City East remains a leading destination for guests visiting London.

To succeed in the role of Reception Manager, you will bring:

Previous experience in a Reception Manager, Assistant Front Office Manager, Guest Services Manager, or senior Front Office leadership role.

A genuine passion for delivering exceptional guest experiences.

Strong leadership, coaching, and people development skills.

Excellent communication and interpersonal abilities.

Experience managing guest feedback, service recovery, and complaint resolution.

Strong organisational skills and the ability to prioritise effectively in a fast-paced environment.

Experience managing departmental rotas, staffing levels, and performance.

A commercial mindset with experience driving upselling and revenue opportunities.

Strong knowledge of Front Office operations, policies, and procedures.

Experience using Opera Cloud or a similar Property Management System.

Good knowledge of health & safety requirements and hotel compliance standards.

A proactive, hands-on approach with a commitment to leading by example.

Flexibility to work shifts, including weekends and public holidays when required.

RBH Hospitality Management is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. If at any point throughout our process you require reasonable adjustments, please contact .