Front Desk Shift Leader - Guest Experience

Millennium & Copthorne Hotels; Greater London; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Social events

Training & development

Cash health plan

Season ticket loan

Meals provided on duty

Eye care vouchers

Employee discount on accommodation

Job summary

The Copthorne Tara Hotel London Kensington is seeking a full-time Shift Leader to oversee the Reception operation, supervising up to two staff per shift. You will ensure End of Day processes, group balances, and accurate room accounts, while handling guest enquiries and VIP matters with professionalism.

As part of the reception team, you will register guests efficiently, allocate rooms, and maintain adherence to billing and cash policies.

Qualifications

• Experience in a hotel front desk or reception environment.
• Ability to supervise a small team and manage shifts.
• Proven customer service and communication skills.
• Familiarity with hotel billing, room charges and city ledger procedures.

Responsibilities

• Oversee reception operation with up to two staff per shift.
• Ensure End of Day processes and group balances are accurate.
• Handle guest enquiries and complaints; report to Manager.
• Register guests efficiently and assign rooms per department standards.
• Manage room allocations for group arrivals and VIPs.
• Maintain cash handling, floats, and daily banking accuracy.
• Minimise queues; improve guest waiting times and service levels.
• Coordinate handovers and inter-department liaison during shifts.

Skills

Reception supervision

Guest service

Cash handling

Communication skills

Opera Cloud/Opera

Tools

Opera Cloud/ Opera

Job description

The Copthorne Tara Hotel London Kensington is seeking a full-time Shift Leader to oversee the Reception operation, supervising up to two staff per shift. You will ensure End of Day processes, group balances, and accurate room accounts, while handling guest enquiries and VIP matters with professionalism.

As part of the reception team, you will register guests efficiently, allocate rooms, and maintain adherence to billing and cash policies.