RECEPTION TEAM LEADER

COMO The Treasury; London; On-site; CAD 60,000 - 79,000; Full time

Job summary

COMO Metropolitan London is seeking a Reception Team Leader to oversee daily front of house operations at the London property. You will supervise receptionists, ensure LQA standards, handle guest queries, and coordinate with Reservations, Concierge, F&B and Housekeeping to meet service targets.

The role requires previous hotel front desk experience, proficiency with OPERA PMS or CLOUD, and strong English communication. A proactive leader with a passion for guest service is essential.

Qualifications

• Previous experience in Reception and hotel front desk operations.
• Proactive in approach with self-driven attitude.
• Excellent spoken and written English.
• An understanding of luxury hotel standards (LQA).
• Ability to speak another language is a plus.

Responsibilities

• Provide guest with prompt and efficient room registration and checkout.
• Be knowledgeable of LQA Standards and SOPs.
• Answer calls politely and professionally.
• Oversee front desk operations and guest information services.
• Handle cash and foreign currency exchange.
• Resolve guest complaints or escalate as needed.
• Provide information about hotel outlets, opening/closing times and services.
• Supervise reception staff and ensure SOPs/LQA adherence.
• Monitor inbox and respond to guest queries.
• Support cross-department coordination (Reservations, Concierge, F&B, Housekeeping).
• Maintain tidy reception area and manage float per policy.
• Mentor and train new staff on hotel procedures and standards.
• Lead by example in guest service excellence.

Skills

Communication

English proficiency

Team leadership

Upselling

Tools

OPERA PMS

CLOUD

Job description

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 elevate 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

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