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

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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

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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.