Reception Team Leader

Overview

To supervise the reception team members to ensure all company procedures, standards & brand values are being adhered to and delivered. To assist with the day-to-day operation of the reception desk as required and ensuring the highest levels of customer service are consistently being delivered to our guests, by ensuring reception staff create a warm and welcoming atmosphere for all guests.

The key aim of the reception staff is to retain and attract new customers and provide high levels of internal customer service, always promoting a positive perception of the company both internally and externally.

• Greet guests warmly and handle enquiries (in person, phone, email).
• Share service info, rates, and promote offers.
• Spot and resolve issues early.
• Lead, support, and motivate the reception team.
• Set and monitor team goals.
• Keep reception diary updated for billing and handovers.
• Manage bookings (online, phone, walk-ins).
• Handle cancellations and no-shows per policy.
• Process payments, manage floats, and handle banking.
• Stay updated on offers and pricing; upsell where possible.
• Respond to guest requests quickly and professionally.
• Report maintenance issues promptly.
• Keep front desk clean and organised.
• Follow company policies and represent brand values.
• Maintain health and safety standards.
• Engage in training and personal development.
• Train and monitor reception staff.
• Support FOH Manager with HR tasks (e.g., absences).
• Communicate and implement sales strategies.
• Attend meetings in FOH Manager’s absence.
• Act as Duty Manager when needed.

• To have an excellent telephone manner and communication skills
• Ability to make decisions under pressure and resolve conflicts effectively
• Knowledgeable operator in hotel software systems, management software and Microsoft Office Suite, Experience of Rezlynx would be advantageous
• Previous relevant hotel experience in a supervisory role is essential
• Strong communication and leadership skills, as well as first class customer service skills.
• Well-groomed and tidy appearance.
• Strong IT Skills (Word / Excel)
• Have excellent organisational skills