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.

Apply Now

If you are ready to lead from the front and deliver unforgettable guest experiences, we would love to hear from you.

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