Host Team Leader - Reception

Village Hotels - Glasgow - Reception / Nights; Glasgow; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Gym membership

Hotel stays from £20 across 35 hotels

50% off food & drink for you and up to

Friends & Family 25% off F&B

Job summary

Village Hotels Glasgow is seeking a Host Team Leader to act as the operational right hand to the manager and the energetic face of the hotel, coordinating peak front-of-house activity and guest services.

You will drive guest satisfaction, oversee reservations, upsell Upper Deck rooms, and balance daily accounts using digital tools like Hetras and Rota Horizon.

Join a team that values energy, ownership, and growth, with staff discounts, dining offers, and supportive development opportunities.

Responsibilities

• The Frontline Support: Driving a warm, energetic welcome and assisting guests with empathy; manage reservations and resolve complaints politely.
• The Commercial Drive: Work with the manager to hit daily KPIs and monitor performance metrics affecting the hotel budget.
• The Systems & Standards: Use digital platforms like Hetras and balance daily accounts; manage staffing via Rota Horizon.
• The Team Culture: Recruit high performers and model behaviours that encourage guest return.

Job description

The Role Outline: Your Shift at a Glance

As our Host Team Leader, you are the operational right hand to the manager and the energetic face of the hotel. You will bridge the gap between digital efficiency and old-school hospitality, jumping in to support the team, resolve guest issues on the spot, and ensure the front of house runs flawlessly during peak times.

Why Village?

At Village, we do hospitality a little differently. We are all about personality, genuine connections, and creating great experiences for our guests and each other. That is why we back our teams to be themselves, take ownership, learn new skills, and grow their careers. Previous experience is great, but your attitude and energy matter much more to us. If you are friendly, positive, love working with people, and enjoy being part of a busy team, we will give you all the support, training, and opportunities you need. Because it really does take a Village.

How the Village Thrives

• We Can & We Do: We show up to make a genuine difference and do fantastic work everyday, with purpose.
• We Will: Treat each other with respect and dignity. No ego, no drama. We try our best and look out for each other.
• We Care: We care about our impact on guests, the community, and each other.

Your Shift: What You’ll Actually Be Doing

• The Frontline Support: Driving a warm, energetic welcome and ensuring the team assists guests with genuine empathy. You will confidently manage reservation requests, up-sell our Upper Deck rooms, and resolve complaints politely and positively before they elevate.
• The Commercial Drive: Working closely with your manager to communicate and hit daily KPIs. You will track quantifiable application velocity metrics to monitor performance, ensuring the team understands their exact impact on the hotel's budget.
• The Systems & Standards: Championing our digital platforms like Hetras to note special requirements and seamlessly balance daily accounts. You will investigate discrepancies, manage staffing levels via Rota Horizon, and ensure the foyer always looks pristine.
• The Team Culture: Creating an engaged environment where the team feels supported. You will help recruit high performers, benchmark success, and role model the behaviours that make our guests want to return.

How We Succeed Together

We do not micromanage. It takes a village, so we believe in Ownership & Integrity, giving you the autonomy to handle your area and make decisions on the fly. We Empower & Elevate our people. If you want Room to Grow, we provide funded qualifications and internal moves. We constantly Innovate & Progress so we can Inspire Excellence and smash our targets together.

Selling Our Benefits

• Gym Membership: 2 x complimentary gym memberships at your home hotel.
• Hotel Stays: Hotel rooms from £20 across 35 hotels.
• Food & Drink: 50% off food and drink for you and up to 5 guests, plus 75% off Sunday dinner for up to 6 people.
• Friends & Family: 2 friends or family members get 25% off F&B, even when you are not there.
• Retail & Lifestyle: Hundreds of brand discounts via the Village app.
• Support: 24/7 Mental Health support via our Employee Assistance Programme.

Think You’ve Got the Right Energy?

We are not looking for perfect CVs, we are looking for great people. If you have exceptional interpersonal skills, love leading by example, and want to help manage a brilliant front-of-house team, we want to hear from you. Bring your personality, your drive, and your ambition.