Hospitality Front Desk Lead | Flexible Hours & Growth

Surya Hotels; Paglesham East End; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Tronc - TIPS !!

Increasing annual leave – up to 33%

Flexible working hours

Up to 50% off meals and stays acrossUK

On site parking

24/7 Employee Assistance Programme

Stream access – draw or save your wage

Development programmes

Apprenticeships, training and internal

Bike to work scheme

Retail and supermarket discounts

AE Pension

Job summary

Flying Trade Group is seeking a Reception Team Leader for Dragonfly Hotel, Bury St Edmunds. Lead a front-of-house team, deliver outstanding guest experiences, and ensure smooth check-in/check-out processes while driving upselling and cross-department collaboration.

You will coach and develop colleagues, manage rotas, and act as Duty Manager when needed, ensuring presentation and service standards meet brand expectations across our East Anglia hotels.

Qualifications

• At least 2 years’ experience in a hotel reception environment.
• Experience leading or supervising a team.
• Excellent customer service and communication skills.
• Experience creating staff rotas and managing day-to-day operations.
• A positive, proactive, and hands-on approach.
• Strong problem-solving and guest recovery skills.
• Confidence in handling guest queries and complaints.
• The ability to motivate, coach, and develop team members.
• A passion for exceeding guest expectations.

Responsibilities

• Leading and inspiring the reception team to deliver outstanding guest experiences.
• Welcoming guests with a friendly, professional, and positive attitude.
• Managing guest check-ins and check-outs smoothly and efficiently.
• Supporting your team through coaching, training, and leading by example.
• Handling guest feedback and resolving issues with confidence and care.
• Driving upselling opportunities and promoting hotel facilities, events, and services.
• Creating and managing reception rotas to ensure excellent coverage.
• Supporting hotel operations as a Duty Manager when required.
• Maintaining high standards of presentation, professionalism, and compliance.
• Working closely with other departments to ensure a seamless guest journey.

Skills

Team leadership

Guest service

Front desk operations

Rotas

Upselling

Job description

Flying Trade Group is seeking a Reception Team Leader for Dragonfly Hotel, Bury St Edmunds. Lead a front-of-house team, deliver outstanding guest experiences, and ensure smooth check-in/check-out processes while driving upselling and cross-department collaboration.

You will coach and develop colleagues, manage rotas, and act as Duty Manager when needed, ensuring presentation and service standards meet brand expectations across our East Anglia hotels.