Reception Services Manager

Reception Services Manager

The 55 by Le Mirage is Bayswater's Premier Boutique Hotel, situated with close connections to Notting Hill, Hyde Park and Paddington. We look for people who are thoughtful and reliable and who show they care by making guests feel totally comfortable - like part of the family.

We are seeking an inspirational and driven Reception Services Manager to lead our operation and shape an exceptional guest experience. This is a dynamic, hands on leadership role where you will support the General Manager and play a key part in driving team performance, guest satisfaction, and operational excellence.

Your Core Purpose

• Lead, inspire, and develop a high performing, engaged team culture
• Set the standard through a hands on, lead by example approach
• Drive performance and profitability through exceptional guest service and team motivation

This role requires a high level of operational involvement and flexibility to meet the needs of the business, including working varied shifts and weekends.

Key Responsibilities Training & Development

• Deliver ongoing training for Guest Services and F&B teams
• Ensure all compliance and refresher training is completed on schedule
• Manage new starter inductions, performance reviews, and regular 1:1 coaching
• Maintain and update SOPs to ensure operational consistency

Guest Experience

• Collaborate with the Commercial team to effectively manage hotel inventory
• Monitor, respond to, and resolve guest feedback promptly
• Maintain accurate complaint trackers and clear shift handovers
• Drive consistently high levels of guest satisfaction

Operational Excellence

• Prepare staff rotas in line with business needs
• Manage holiday allocation and provide operational shift cover where required
• Oversee ordering and stock control processes
• Ensure compliance with food safety standards and digital systems
• Conduct regular quality and cleanliness checks
• Support daily operations with a proactive, hands on approach
• Lead on crisis management when required

Communication & Engagement

• Drive team engagement initiatives and foster a positive workplace culture
• Promote collaboration through active listening and problem solving
• Balance team workloads while maintaining a motivated, supportive environment

About You

• Strong experience in hotel operations, particularly Front Office
• Experience in Food & Beverage and Housekeeping is desirable
• A proactive, hands on leader with a flexible, "can do" approach
• Excellent organisational and self management skills
• Passion for coaching, developing, and motivating teams
• Previous experience in a boutique style hotel is advantageous but not essential

Why Join Us?

We offer a competitive benefits package, including:

• Employee and Friends & Family discounted rates across Vertiq Hospitality Partner Hotels
• Free medical healthcare plans
• Pension scheme
• Ongoing learning and development opportunities

You'll also be part of a supportive and energetic team, with the opportunity to make a meaningful impact on hotel performance and guest experience.

All offers of employment are subject to the receipt of two satisfactory references and proof of eligibility to work in the United Kingdom.