Reception and Front of House

Imperial London Hotels Limited; Greater London; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A central London hotel operator is seeking a Duty Manager for its Royal National Hotel. In this role, you will ensure exceptional guest experiences by leading the Front Office team, managing operations, and adhering to brand standards. The ideal candidate will have prior hotel management experience, excellent knowledge of fire procedures, and a strong passion for hospitality. The position offers multiple benefits, including holiday discounts, and is perfect for a natural leader with a positive attitude.

Benefits

28 days holiday, rising to 33 with length of service

Access to ILH Training Academy

Holiday Purchase Scheme

Discounted dry-cleaning

Interest-free Season Ticket Loan

50% friends and family hotel discount

Local Bloomsbury discounts

Early Pay access

Shopping discounts

Salary sacrifice schemes

Qualifications

• Previous experience as a Duty Manager or Reception Manager in a hotel.
• Excellent knowledge of fire evacuation procedures.
• A passion for hospitality and creating memorable experiences.

Responsibilities

• Meet and greet guests, providing exceptional care and attention.
• Conduct fire evacuation training and manage related procedures.
• Manage luggage rooms and ensure cleanliness and maintenance.

Skills

Guest care and attention

Fire evacuation procedures knowledge

Leadership

Positive attitude

Microsoft Office knowledge

Education

NVQ/QCF Level 3 in Business Administration

Tools

Property Management System (Opera)

Job description

Imperial London Hotels has been running hotels in Central London for over 180 years, currently operating seven 3 & 4-star hotels in the heart of Bloomsbury. Independent and family-owned, ILH has a unique heritage and culture that remains its foundation as it evolves and modernises.The portfolio includes Royal National Hotel which remains UK's largest hotel with over 1,600 rooms, Bedford Hotel, President Hotel, Tavistock Hotel, Morton Hotel and our newly acquired IHG Branded Holiday Inn Bloomsbury. Following a major refurbishment, The Imperial Hotel will open as ILH flagship 4* Lifestyle Hotel in 2026.

We are now recruiting a Duty Manager at our Royal National 1630 bedroom Hotel.

Putting our guests at the heart of everything you do, you make it your mission to ensure that you and your team deliver an exceptional guest journey from check-in to check-out. Working as part of the Front Office team, you will be running the shift and leading by example to create a memorable guest experience for our guests and operating in accordance with the hotel brand standards ensuring seamless workflow and processes at the front desk and all ground floor areas of the hotel.

Key Duties will include the following:

• Meeting and greeting guests, the highest standards of guest care and attention, including handling guest complaints in all areas and all hotel outlets within Royal National and City Sleeper Hotel.
• Provide Fire evacuation training and responsible for refresher training for Fire team and all up-to-date procedures related to hotel Fire evacuation procedures.
• Manage Luggage rooms, liaise with relevant departments to secure extra space for the day, ensure the storage areas are clean and maintained.
• Deal with accidents and incidents, call emergency service when required, log it to Saeker.
• Complete at least 1-2 DM walks throughout the shift, having an eye for detail in relation to health and safety and record all findings in DM log, actioning all issues and communicating to the relevant persons if follow up action required.

What we’d like from you

• Previous experience as a Duty Manager or Reception Manager in a similar operation ideally in a hotel.
• Excellent Fire evacuation procedure knowledge and confidence leading the procedure.
• A Passion for hospitality – you are all about creating memorable experiences for others no matter what time of day.
• NVQ/QCF Level 3 Qualified or equivalent qualification in Business Administration.
• You will be a natural leader with the ability to motivate and develop a team to reach their full potential both personally and professionally.
• A positive can-do attitude, you are calm under pressure, able to work both independently and as part of a team.
• A good working knowledge of Microsoft Office and knowledge of Property Management System(Opera).

What you’ll get in return:

• 28 days holiday, rising to 33 with length of service (including bank holidays).
• Access to ILH Training Academy programmes, apprenticeships and supported study
• Holiday Purchase Scheme
• Complimentary uniform dry‑cleaning, plus discounted personal dry‑cleaning
• Interest‑free Season Ticket Loan
• Team member flat rate and 50% friends and family hotel discount
• 50% discount across ILH F&B outlets
• Local Bloomsbury discounts
• Early Pay access
• Shopping discounts with selected retailers
• Salary sacrifice schemes including nursery care, cycle to work, and technology

Access to mental health first‑aiders, wellbeing support and the Employee Assistance Programme

You can explore additional benefits here.

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