Head of Front Desk & Guest Experience (24/7 Casino)

Grosvenor Casinos; Greater London; On-site; GBP 42,000 - 54,000; Full time

Job summary

Grosvenor Casinos seeks a dynamic Head Receptionist to lead our front-of-house team and set the standard for hospitality in a fast-paced casino environment. You will be the first point of contact for customers, visitors and contractors, shaping every interaction with warmth and efficiency.

Responsibilities include maintaining top-tier customer service, guiding a high-performing team, driving service initiatives, and ensuring accurate customer records.

Qualifications

• Proven experience leading a front-of-house or reception team in a fast-paced hospitality or leisure environment.
• Strong track record of delivering exceptional customer service.

Responsibilities

• Develop and maintain an exceptional standard of customer service.
• Lead a high performing team through clear leadership and accountability.
• Drive company-wide/venue customer service initiatives and promotions.
• Record and update all customer details.
• Handle customer concerns quickly and effectively wherever possible.
• Assist the team in identifying members and their guests; ensure seamless signups.
• Support with Safer Gambling and EDD checks.

Skills

Front-of-house leadership

Job description

Grosvenor Casinos seeks a dynamic Head Receptionist to lead our front-of-house team and set the standard for hospitality in a fast-paced casino environment. You will be the first point of contact for customers, visitors and contractors, shaping every interaction with warmth and efficiency.

Responsibilities include maintaining top-tier customer service, guiding a high-performing team, driving service initiatives, and ensuring accurate customer records.