RECEPTION TEAM LEADER

Job summary

Lead and support the reception team, oversee daily front desk operations, and train staff to follow hotel procedures and LQA standards. Deliver excellent guest service while managing check-ins and check-outs, guest inquiries and complaints, cash handling, credit checks, departmental targets, and coordination with other hotel departments.

Job details

Reception Team Leader Property: COMO Metropolitan London Position: Reception Team Leader Base Location: London Department: Front of House Reporting to: Reception Manager/ Assistant Manager/ FOH Manager Tasks/Responsibilities Provide our guest with prompt and efficient room registration and check out according to the policy and procedure for registration Having a full understanding of the LQA Standards Answer calls in a polite and professional manner following LQA Standards and SOPs Be completely knowledgeable of our product, and timings for our outlets and services Handling cash and foreign currency exchange. Handle guests’ complaints or problems in a polite and helpful manner or escalate to a superior if required Offer guests information about the Hotel outlets, their opening, closing times and products on offer Attend, and give, hand over at the end and start of your shift. Checklists to be completed during and at the end of each shift Monitor general inbox on each shift and response to guest query Works towards departmental daily/monthly goals to meet the required target, including COMO Club enrolments, upsell, LQA, online reputation and cross selling the spa and other hotel facilities Work closely with the other departments, including Reservations, Concierge, F&B and Housekeeping to ensure guest expectations are met Ensure the reception area is keep clean and tidy at all times Ensure your float is kept to the specified amount and do not allow shortages to occur Know the local shopping areas, restaurants, bars and places of interest in order to give accurate information and advice guests Conduct oneself in such a manner as to reflect the COMO Metropolitan London mission statement. Set an example for staff to emulate and act as a role model Supervise and Support Receptionists: Oversee the daily duties of reception staff, ensuring adherence to SOPs and LQA standards, while providing guidance and support. Oversee stationary par levels and order what is needed both weekly and fortnightly Mentor and Train Team: Provide training for new staff on hotel procedures, systems, and LQA standards, provides mock-up examples and facilitate ongoing development for existing team members. Lead by Example in Guest Service Excellence: Demonstrate exceptional guest service and model LQA standard behaviours for the team, setting a high standard for guest interactions. Ensure that credit checks are followed on each shift, and inform the Manager on duty of credit risk guests Works towards departmental daily/monthly goals to meet the required target (i.e. – Upsell targets, LQA targets etc.) Job Requirements Previous experience in Reception, and with OPERA PMS or CLOUD Proactive in approach with self-driven attitude Excellent spoken and written English Excellent Social and Communication skills Well-presented and groomed An in-depth knowledge of London, especially Mayfair and Belgravia and their surround areas, including places of interest, restaurants, shops and events taking place in the city Experience in a 5-star luxury Hotel Ability to speak another language Thank you We look forward to sharing news and inspiration from the world of COMO Hotels and Resorts.

What you’ll do

Lead and support the reception team, oversee daily front desk operations, and train staff to follow hotel procedures and LQA standards. Deliver excellent guest service while managing check-ins and check-outs, guest inquiries and complaints, cash handling, credit checks, departmental targets, and coordination with other hotel departments.

Requirements

Candidates should have previous reception experience, experience in a five-star luxury hotel, and familiarity with OPERA PMS or CLOUD. They should have excellent spoken and written English, strong communication skills, a proactive attitude, a polished presentation, and in-depth knowledge of London; an additional language is an advantage.

Listed skills

• Team Supervision · Preferred
• Cash handling · Preferred
• Upselling · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Guest Service
• Reception Operations
• Team Supervision
• Staff Training and Mentoring
• Opera PMS
• Cloud PMS
• LQA Standards
• Standard Operating Procedures
• Complaint Resolution
• Cash Handling
• Foreign Currency Exchange
• Upselling
• Communication
• Cross-Departmental Coordination
• Credit Risk Checks
• Local Area Knowledge

Job areas

• Hospitality
• Management & Leadership
• Customer Service & Support

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