Front-of-House Team Leader: Guest Experience & Ops

Harri; Kingswells; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Gym membership

Hotel stays

Food & Drink discounts

Friends & Family discounts

Retail & lifestyle discounts

Mental Health support

Job summary

Village is seeking a Host Team Leader to be the operational right hand to the manager and the energetic face of the hotel. You will bridge digital efficiency and hospitality, supporting the team, resolving guest issues on the spot, and ensuring the front of house runs smoothly during peak times.

You will drive frontline support, handle reservations, upsell rooms, and resolve complaints politely. You will partner with the manager to hit daily KPIs and balance daily accounts using digital tools

Qualifications

• Exceptional interpersonal skills and ability to lead by example.
• Energy and positivity, friendly and people-focused.
• Willingness to learn and grow within a busy front-of-house team.

Responsibilities

• The Frontline Support: welcome guests warmly, assist with reservations, up-sell Upper Deck rooms, and resolve complaints politely and promptly.
• The Commercial Drive: work with the manager to meet daily KPIs and communicate impact on the hotel budget.
• The Systems & Standards: use digital platforms like Hetras and staffing tools to balance daily accounts and monitor requirements.
• The Team Culture: recruit high performers, model behaviours, and foster an engaged, supportive team environment.

Job description

Village is seeking a Host Team Leader to be the operational right hand to the manager and the energetic face of the hotel. You will bridge digital efficiency and hospitality, supporting the team, resolving guest issues on the spot, and ensuring the front of house runs smoothly during peak times.

You will drive frontline support, handle reservations, upsell rooms, and resolve complaints politely. You will partner with the manager to hit daily KPIs and balance daily accounts using digital tools