Front Office Team Leader: Guest Experience Champion

The Edwardian Manchester; Manchester; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

28 days Holiday per annum including BH

Complimentary hot meals and unlimited.

Annual complimentary night stays

Pension scheme enrollment

Discount platform access

Regular social events

Job summary

Edwardian Manchester Hotel, part of Edwardian Hotels London, is seeking a Receptionist to join the Front of House team. You will lead and support the Reception team to deliver exceptional guest service, act as a role model, and ensure smooth arrivals and departures.

The role requires strong communication, interpersonal skills, and the ability to handle guest queries with empathy while maintaining brand standards. Opera PMS knowledge is a plus. On-site work with extensive benefits.

Qualifications

• Previous experience in a Reception Supervisor, Reception Team Leader, or Front Office role within a hotel environment.
• Excellent communication and interpersonal skills.
• Strong leadership abilities with experience motivating and developing team members.

Responsibilities

• Lead, motivate, and support the Reception team to deliver exceptional guest service at all times.
• Act as a role model, demonstrating outstanding service standards and professionalism.
• Assist with the daily operation of the Front Desk, ensuring smooth and efficient guest arrivals and departures.
• Handle guest enquiries, feedback, and complaints with confidence and empathy, ensuring positive outcomes.
• Support the Reception Manager in coaching, training, and developing team members.
• Monitor service standards and identify opportunities to improve the guest experience.
• Ensure all procedures and brand standards are followed consistently.
• Work closely with other hotel departments to provide a seamless guest journey.
• Assist with departmental administration, rota planning, and operational reporting where required.
• Knowledge of Opera PMS is advantageous but not essential.

Job description

Edwardian Manchester Hotel, part of Edwardian Hotels London, is seeking a Receptionist to join the Front of House team. You will lead and support the Reception team to deliver exceptional guest service, act as a role model, and ensure smooth arrivals and departures.

The role requires strong communication, interpersonal skills, and the ability to handle guest queries with empathy while maintaining brand standards. Opera PMS knowledge is a plus. On-site work with extensive benefits.