Front Desk Leader — Luxury Hotel Guest Experience

Soho House via Caterer.com; Greater London; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Weekly Pay

Team meal on shift

Soho Friends Membership

50% Team discount on Food & Drink

Staff Room Rates

Health Cash Plan (option to add depend

Dental Plan (option to add dependents)

Birthday Day Off after 1 year

Job summary

Soho House is seeking a Head Receptionist to lead the front desk team, ensuring a seamless, welcoming guest and member experience. You will manage check-in/check-out, respond to guest queries, and uphold high service standards in line with the club’s values.

You will train staff, supervise operations, and coordinate with Housekeeping, Concierge, Security, and Management to deliver exceptional hospitality across all touchpoints.

Qualifications

• 2-3 years’ experience in a hotel receptionist or front desk supervisory role.
• Experience in luxury hospitality, boutique hotels, or private members clubs.
• Strong leadership and team coordination skills.
• Excellent verbal and written communication.

Responsibilities

• Supervise daily front desk operations including check-in, check-out, and guest service interactions.
• Lead and train reception staff to provide warm, professional, and efficient guest service.
• Ensure accurate booking and reservation processes, using the property management system (PMS).
• Handle escalated guest queries or complaints with professionalism and discretion.
• Maintain a strong presence at the front desk, supporting and mentoring junior staff.
• Liaise with housekeeping, concierge, security, and management to ensure a coordinated guest experience.
• Conduct shift briefings and ensure handovers are clear and complete.
• Prepare reports on guest feedback, room availability, and operational performance.

Skills

Team leadership

Guest service

Front desk operations

Tools

Opera PMS

Protel

Job description

Soho House is seeking a Head Receptionist to lead the front desk team, ensuring a seamless, welcoming guest and member experience. You will manage check-in/check-out, respond to guest queries, and uphold high service standards in line with the club’s values.

You will train staff, supervise operations, and coordinate with Housekeeping, Concierge, Security, and Management to deliver exceptional hospitality across all touchpoints.