Reception Manager - Mayfair

Salary - £42,500 per annum We are currently recruiting for a Reception Manager to join our team.

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What we offer
£42,500 per annum
Permanent, full-time contract
As Reception Manager, you be responsible for the Reception team. You will lead, coach and train your team to provide attentive, authentic and gracious luxury service to all guests. You will be accountable for the success of your department not just financially but also on the engagement of your team, guest experience and the reputation scores their feedback generates.
Reporting to the Rooms Division Manager, this is a very hands-on role, you will lead by example and ensure there is a culture of greeting guests in a warm, friendly manner and be a true ambassador for excellent service, dealing with all requests and queries in an efficient and professional manner, whether face-to-face or over the telephone.
The ideal candidate must be a Front Office | Reception expert and have had experience in both London and in a 5 Star | Luxury Hotel.
Responsibilities of a Reception Manager will include but are not limited to:
• Managing the full guest experience from the moment of booking through to post-stay – ensuring each and every guest receives a great experience, defined by our culture and values.
• Directly managing the Reception Team and supporting where applicable the Concierge Team in delivering the Front of House strategy and targets.
• Manage the departmental costs ensuring scheduling and resources are dispatched accordingly to support operational performance.
• Establishing opportunities for improving operations consistently.
• Address guests' service needs in a professional, positive, and timely manner.
• Comply with quality assurance expectations and standards.
• Setting a clear example for all employees with regard to personal presentation and positive attitude.
• Regularly review our guest experience feedback, share results and comments and work to improve each facet of the business.
• Continuously improve all operational processes and ensure these are clearly communicated to the relevant team members.
• Lead the recruitment of new talent within Reception and ensure that a robust yet flexible induction plan is created and followed
• You will produce the SOPs for Reception and when required amend, change and update them.
• Represent The Shepherd Mayfair at Axiom's Front Office Academy and play an active part in it's success and development of other Front Office | Reception Leaders.
• You will support the Rooms Division Manager and Head Concierge in ‘Hotel' feedback by replying to online reviews and queries generated by guests
• Within Reception you will be the Brand Standards expert, it is your responsibility to ensure these standards are bought to life, lived and adhered to.
• Ensures there is robust communication processes in place within Reception, not just limited to Daily Hotelwide communication, leadership meetings with their team, handover between shifts and the internal online tools in place.
• Actively participate in Green Initiatives – established and created, and ensure their team is equally engaged.
• Ensure that Reception is compliant; mandatory People and Culture trainings, weekly, monthly, bi-monthly and annual etc audits for Fire Life Safety, Health and Safety.
• Champion the Reception teams upselling program by ensuring that is part of all briefings | handovers, there is regular training and that the targets are realistic.
You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.
Having these core skills will put you one step further to joining Axiom Hospitality and The Shepherd Mayfair.
Benefits
Hotel discounts across all Axiom Hospitality hotels - colleague rates and up to 50% discount on F&B;
28 days holiday, including bank holidays, increasing yearly to 33 days;
Discounts across retail, restaurants, events and more through our benefits & rewards portal;
Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
Yearly complimentary Axiom Xcape stayover after one year of service;
A growing team with great training, progression, and promotion opportunities;
Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!
Opportunities for all
At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.
At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels' impact on the environment through internationally recognised eco-label certification.
Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. xwzovoh At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.