Assistant Reception Manager - The House of KOKO

Job Summary

As Assistant Reception Manager, you’ll be at the forefront of delivering exceptional member and guest experiences while supporting the smooth and efficient running of The House of KOKO’s reception. This guest-facing leadership role combines service excellence, operational oversight, and team development, ensuring every interaction reflects KOKO’s warmth, brand identity and high standards.

You’ll support the Reception Manager in managing the members journey from initial enquiry through to departure, supporting reservations, seating and service flow. With a strong understanding of KOKO’s venues and offerings, you’ll act as an ambassador for the brand, guiding members confidently while also contributing to commercial success through optimised covers, member retention and seamless service delivery.

Alongside front-of-house duties, you’ll take an active role in leading and developing the team – coaching, training and setting the tone for professionalism and hospitality. You’ll also support with key administrative responsibilities, from rota planning and payroll assistance to maintaining systems and service manuals, working collaboratively with Membership, Events, Reservations, and F&B to deliver an elevated and service-led experience.

Role and responsibilities

Guest Experience & Service Delivery

• Act as a first point of contact for members and guests, ensuring a warm and professional welcome at every interaction.
• Oversee the guest journey from enquiry through to departure, managing phone, in-person and reservations communications.
• Confidently guide members and guests through KOKO’s full offering (House of KOKO, Café KOKO, Theatre), handling enquiries with accuracy and discretion
• Optimise reservations and seating allocations using SevenRooms to maximise covers while protecting the guest experience.
• Manage cloakroom operations and lost property processes to ensure an efficient and reliable service.

Operational Excellence

• Support the Reception Manager in running a seamless daily operation, ensuring high standards are consistently achieved.
• Collaborate closely with Hosts, Reservations, Membership, Events, and F&B to deliver integrated, service-led operations.
• Maintain and optimise systems, including SevenRooms and PeopleVine, ensuring accurate records and data-driven decisions.
• Assist with rota creation and payroll processes, balancing business needs with team wellbeing and efficiency.
• Manage administrative responsibilities, including stock control of reception collateral and uniform inventories.
• Support restaurant and F&B teams during peak periods, ensuring cohesion across service
• Uphold health & safety regulations and promote a safe, secure environment for members, guests, and staff.
• Undertake any reasonable duties outside of reception to support wider business needs.

Team Leadership & Development

• Lead by example, embodying KOKO’s brand values and setting high standards of professionalism and conduct.
• Support recruitment, onboarding and training of reception team members, ensuring they have the tools to succeed.
• Create, maintain, and implement training manuals and SOPs to ensure consistency across the team.
• Provide coaching and constructive feedback, encouraging growth, accountability, and continuous improvement.
• Contribute to service planning and team briefings, ensuring clear communication and a collaborative culture.

About You

We’re seeking an individual with a passion for curating members experiences beyond the expected. You would have a natural talent for creating relationships and connecting people with keen interest in music, culture, art and hospitality, with previous experience of hospitality management.

• Have industry relevant experience in a similar capacity and luxury hospitality, ideally member’s clubs and working towards both internal and external stake holders
• A personable, social, and customer-focused leader with exceptional attention to detail and integrity.
• Passionate about service, with values that align with the KOKO brand.
• Confident in managing high-volume guest-facing operations, with strong floor presence and charisma.
• Skilled at maximising covers and revenue, with the ability to balance commercial priorities with members experience.
• Excellent communicator, both verbally and in writing, with immaculate personal presentation.

Please note were only able to consider applicants with the Right to Work in UK