Reception Supervisor - Hotels

Reception Supervisor - Luxury Hotel Company - Up To £29,000 + Benefits - Windsor Berkshire Areas

IMMEDIATE START

The Reception Supervisor is responsible for overseeing the day-to-day operation of the hotel reception team, ensuring exceptional guest service, efficient front desk operations, and adherence to hotel standards. The role involves supervising reception staff, supporting guest satisfaction initiatives, and maintaining smooth communication between departments.

Key Responsibilities

Front Office Operations

• Supervise and coordinate the daily activities of the reception team.
• Ensure efficient check-in and check-out procedures.
• Maintain accurate guest records and reservation information.
• Monitor room availability and work closely with Reservations and Housekeeping departments.
• Ensure all cash handling and billing procedures are followed correctly.

Team Leadership

• Lead, motivate, and support reception staff to deliver outstanding customer service.
• Conduct shift briefings and allocate duties effectively.
• Assist with recruitment, induction, and training of new team members.
• Monitor employee performance and provide coaching where required.
• Manage staff rotas and assist with holiday and absence planning.

Guest Service

• Act as the first point of contact for guest queries, concerns, and complaints.
• Resolve guest issues promptly and professionally.
• Ensure all guests receive a warm, welcoming, and personalised experience.
• Promote hotel facilities, services, and local attractions.

Administrative Duties

• Produce daily reports and handover notes.
• Ensure compliance with hotel policies, health and safety regulations, and data protection requirements.
• Support revenue management initiatives by maximising room sales and upselling opportunities.
• Assist management with audits and operational reviews.

Person Specification

Essential Requirements

• Previous experience in a hotel reception or front office role.
• Experience supervising or leading a team.
• Excellent customer service and communication skills.
• Strong organisational and problem-solving abilities.
• Ability to work under pressure in a fast-paced environment.
• Good IT skills and experience using hotel property management systems.
• Flexibility to work shifts, including evenings, weekends, and bank holidays.

Desirable Requirements

• Experience within a 4-star or 5-star hotel environment.
• Knowledge of Opera, Guestline, or similar hotel management systems.
• Hospitality qualification or relevant customer service certification.
• Knowledge of the Windsor area and local tourism attractions.

Key Competencies

• Leadership and team development
• Customer focus
• Attention to detail
• Commercial awareness
• Decision making
• Professionalism
• Time management

Salary & Benefits

• Competitive salary of up to 29k + benefits
• Company pension scheme
• Employee discounts on accommodation and food & beverage
• Training and development opportunities
• Career progression within the hotel group
• Free meals on duty and uniform provided

Working Hours

• Full-time, 40 hours per week.
• Shift-based rota including weekends, evenings, and public holidays.