Reception Manager

Portico is defined by our unique culture – One that rewards hard work and commitment, empowers people to grow, with the belief that work should be fun and engaging!
Our family is made up of all kinds of people. We embrace diversity and believe in treating everyone equally to ensure that everyone has the same opportunities to grow, develop and progress in their careers.

Our Client is a world renown banking institution, and their vision is simple yet ambitious: to exceed expectations through intuitive service, careful planning and faultless standards. As Reception Manager, you will be the driving force behind bringing this vision to life every single day.

You will provide strategic oversight of the Reception Team, shaping an exceptional guest experience across all Client areas. This is a role for a leader who thrives on inspiring others, elevating service culture, and creating a seamless, world class welcome.

Key Responsibilities

• Lead, motivate and inspire a medium/large team, creating a culture focused on exceeding expectations.
• Be visible across Client areas, coaching the team and ensuring a seamless guest journey.
• Oversee two ground floor receptions (Shoe Lane & Stonecutter), the Conference Centre, Client Centre and Executive Offices.
• Support planning and delivery of managed and self managed events.
• Drive continuous improvement, innovation and service enhancements.
• Build trusted relationships with Client stakeholders and service partners.
• Ensure compliance with all H&S, security and company procedures.
• Manage recruitment, onboarding, probation, appraisals, PDPs, PIPs and performance reviews.
• Lead HR processes including absence reviews, letters of concern and disciplinary actions.
• Analyse data, report performance metrics and ensure KPI awareness across the team.
• Oversee WSH mystery audits and embed learnings into improvement and recognition programmes.
• Promote cross training, resilience and a “one team” culture.
• Manage your own time effectively, prioritising high value contribution.

Hours: 40 hours per week – 8.5 hour shifts between 07:00 - 19:00, Monday to Friday - Earlier / later shifts may be required based on operation’s needs.

• Proven experience leading medium/large teams in luxury hospitality.
• Confident in delivering change projects and driving innovation.
• Strong understanding of SLAs, KPIs and performance measurement.
• Skilled in data analysis and reporting.
• Familiar with visitor management or hotel PMS/room reservations systems.
• Clear, confident communicator with excellent interpersonal and negotiation skills.
• Empathetic, resilient, proactive and detail focused.
• Able to build rapport, inspire teams and maintain high professional standards.
• Collaborative, flexible and capable of managing multiple priorities.

What's in it for you?

• Competitive holiday allowance
• Pension contributions,
• Life insurance
• Enhanced annual leave
• Recommend a Friend Bonus Scheme
• Thank you voucher scheme.
• 24-hour confidential helpline for employees, providing counselling & information services.
• Access to Choices, our discounts and benefits platform which offers you fabulous savings for thousands of high street retailers, hotels, cinemas and many more.
• Our Training Academy provides excellent training and development opportunities for our people.