Reception Team Leader

Be the Face of the Hotel. Lead the Team. Create Memorable Experiences.

We're looking for a Reception Team Leader to join our hotel team at our Dragonfly Hotel, Bury St Edmunds, to help create outstanding first and last impressions for every guest who walks through our doors. If you're passionate about hospitality, enjoy motivating others, and can turn a guest's stay from good to unforgettable, we'd love for you to be part of our team!

As our Reception Team Leader
, you'll be at the heart of hotel operations, ensuring our front-of-house team delivers exceptional service every day.

• Leading and inspiring the reception team to deliver outstanding guest experiences.
• Welcoming guests with a friendly, professional, and positive attitude.
• Managing guest check-ins and check-outs smoothly and efficiently.
• Supporting your team through coaching, training, and leading by example.
• Handling guest feedback and resolving issues with confidence and care.
• Driving upselling opportunities and promoting hotel facilities, events, and services.
• Creating and managing reception rotas to ensure excellent coverage.
• Supporting hotel operations as a Duty Manager when required.
• Maintaining high standards of presentation, professionalism, and compliance.
• Working closely with other departments to ensure a seamless guest journey.

• At least 2 years' experience in a hotel reception environment
• Previous experience leading or supervising a team
• Excellent customer service and communication skills
• Experience creating staff rotas and managing day-to-day operations
• A positive, proactive, and hands-on approach
• Strong problem-solving and guest recovery skills
• Confidence in handling guest queries and complaints
• The ability to motivate, coach, and develop team members
• A passion for exceeding guest expectations

• Tronc - TIPS !!
• Increasing annual leave - up to 33 days!
• Flexible working hours
• Up to 50% off meals and stays across our UK hotels
• On site parking - where available
• 24/7 Employee Assistance Programme - support whenever you need it
• Stream access - draw or save your wages as you earn!
• Development programmes to help you rise into a true 'Hospitality Superstar'
• Apprenticeships, training and internal promotion opportunities
• Bike to work scheme
• Retail and supermarket discounts
• AE Pension

As a Company within Flying Trade Group's family of businesses we own and run 15 hotels and bars throughout East Anglia and Surrey. We're a diverse and dynamic Group, come join the family!