Reception Team Leader

Position:                         Reception Team Leader

Department                    Reception

Reports To:                        Reception Manager

The Reception Team Leader plays a key supervisory role within the Reception Team, ensuring smooth day‑to‑day reception operations while delivering outstanding guest service. The role supports the Reception Manager and assumes operational responsibility in their absence, ensuring consistency, efficiency, and a professional guest experience at all times.

Key Responsibilities & Duties

Operational Leadership

• Review all bookings, room allocations, and daily task lists to ensure full preparation for guest arrivals.


• Oversee daily reception operations, ensuring high standards of service delivery.


• Ensure hotel rooms are opened and correctly yielded on the hotel website and third‑party channels, with particular focus on peak periods and weekends to maximise sales.


• Carry out day‑to‑day ad hoc duties as required to support the smooth running of the front office.

Team Support, Training & Development

• Assist with training, mentoring, and supporting reception team members to maintain service standards and operational consistency.


• Promote a positive, professional, and guest‑focused work environment.

Deputising for Reception Manager

• Assist with responsibility for reception operations in the absence of the Reception Manager.


• Assist with manage payroll preparation and team rostering during periods of managerial absence.


• Handle guest issues and complaints professionally, ensuring timely resolution and guest satisfaction.

Financial & Administrative Duties

• Balance concert tickets, ticket allocations, and associated payments accurately.


• Ensure daily cash handling, reconciliation, and reporting procedures are followed in line with hotel policy.


• Provide general administrative support to the Reception Team and wider hotel team as required.

Reservations & CQ Oversight

• Overlook Crown Quarter on days when no reservations team member is onsite.


• Ensure booking queries, amendments, and confirmations are handled efficiently and accurately.

Guest Experience

• Proactively manage guest interactions, addressing issues promptly and professionally.


• Uphold the hotel’s service standards and brand values at all times.


• Act as a key escalation point for reception‑based guest concerns.

Key Skills & Competencies

• Strong leadership and team‑management skills


• Excellent communication and interpersonal abilities


• Proven guest service and problem‑solving skills


• Strong organisational and time‑management skills


• High attention to detail, particularly in bookings, allocations, and financial balancing


• Ability to work calmly and efficiently under pressure


• Flexibility in the shifts and hours required to work

Experience & Qualifications

• Minimum of 2 years reception experience is essential for this role

Personal Attributes

• Professional and approachable manner


• Strong sense of responsibility and accountability


• Flexible and adaptable to changing operational needs


• Positive attitude with a hands‑on approach