Guest Experience Lead: Reception & Reservations

The Coal Shed London; Greater London; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Competitive pay package

Free food and drinks when working

Team incentives, trips and rewards

50% discount in any of our restaurants

Birthday day off

An additional day’s holiday every year

Refer a Friend

Cycle to work scheme

Job summary

The Coal Shed London is seeking an experienced Reception Supervisor to lead our front-of-house reception and reservations team in London. You will be the first point of contact for guests, ensuring a warm, professional and memorable welcome from booking through to departure.

You will manage reservations and guest information using SevenRooms and OpenTable, coordinate with the Events team, develop the reception staff, and help optimise bookings and guest experiences while supporting the wider

Qualifications

• Previous experience as a Reception Supervisor or similar role within a busy, high-volume restaurant or hospitality environment.
• Strong working knowledge of SevenRooms and OpenTable.
• Experience using Collins or a similar events and booking management system.
• Experience supporting or managing events and private dining enquiries.
• Excellent organisational skills and exceptional attention to detail.
• The ability to manage multiple bookings, enquiries and priorities without losing focus.
• A friendly, confident and professional personality.
• Excellent communication skills, both written and verbal.
• The ability to lead, motivate and develop a team.
• The confidence to deal with guests, including challenging situations, calmly and professionally.
• A genuine passion for hospitality and creating memorable guest experiences.
• The ability to work under pressure while maintaining high standards and a positive attitude.
• Flexibility to support the wider restaurant management team when required.
• Eligibility to work full-time in the UK.

Responsibilities

• Lead and develop the Reception department, creating a friendly, organised and welcoming environment.
• Oversee the day-to-day running of reception, reservations and guest enquiries.
• Manage reservations and guest information using SevenRooms and OpenTable, ensuring bookings, notes, guest preferences and special requests are accurate and up to date.
• Manage and coordinate event enquiries and bookings using Collins, working closely with the Events team to ensure every detail is captured and communicated.
• Support the Events team with event enquiries, planning, guest communication and the smooth running of events.
• Build strong relationships with regular guests and ensure VIPs, special occasions and returning guests receive a genuinely personal experience.
• Monitor bookings, table plans, pacing and restaurant capacity to maximise the guest experience and support the commercial performance of the restaurant.
• Deal confidently and professionally with guest enquiries, feedback and complaints, resolving issues wherever possible.

Skills

Reception supervision

Booking management

Team leadership

Hospitality excellence

Guest service

Tools

SevenRooms

OpenTable

Collins

Job description

The Coal Shed London is seeking an experienced Reception Supervisor to lead our front-of-house reception and reservations team in London. You will be the first point of contact for guests, ensuring a warm, professional and memorable welcome from booking through to departure.

You will manage reservations and guest information using SevenRooms and OpenTable, coordinate with the Events team, develop the reception staff, and help optimise bookings and guest experiences while supporting the wider