Hotel Receptionist Team Leader

The Cumberland; Greater London; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Pension

Healthcare schemes

Staff areas

Meal on duty

Discounts & perks

Job summary

The Cumberland in London is seeking a hands-on Front Desk Leader to oversee daily operations, assist with check-in and check-out, and tailor each guest experience.

A background in hospitality, passion for guest service, and ability to lead a team with warmth and adaptability will help you shine at this iconic hotel between Oxford Street and Hyde Park. Familiarity with Opera would be advantageous.

Qualifications

• Experience in a customer-facing or fast-paced hospitality role.
• Passion for creating extraordinary guest experiences and ongoing learning.
• Warm, open personality with empathetic guest and team interactions.
• Strong attention to detail ensuring seamless guest experience.
• Ability to lead and inspire a team through hands-on guidance.
• Desire for growth and development in hospitality.

Responsibilities

• Oversee daily front desk operations and assist with check-in/check-out.
• Solve guest queries efficiently, maintain calm during peak times.
• Lead and coach a team, fostering an inclusive, collaborative environment.

Skills

Customer-facing experience

Hospitality passion

Empathetic communication

Attention to detail

Team leadership

Growth mindset

Job description

Contract: Full Time
Payment: Hourly
Salary: £14.66 per hour + commissions

The Cumberland draws inspiration from the capital’s love of contemporary music, with a harmonious fusion of comfort and service. In a prime position between Oxford Street and Marble Arch, yet just yards from the oasis of Hyde Park, it’s the perfect base for a rocking time in London. You’ll be close to famous shopping districts, museums and historic landmarks, while a London Underground station is just around the corner, making further exploration a breeze. With 1019 rooms, bars, a restaurant, meeting rooms and all-modern, accessible facilities, The Cumberland is the perfect destination for leisure and business travellers. Looking for an authentic music hotel experience? The Cumberland invites everyone to the best show in town!

What you’ll be doing

In this role, you’ll oversee daily front desk operations, assist with Check-in and Check-Out, and go beyond the basics to create meaningful connections. Your familiarity with Opera would be an advantage, but more importantly, your passion for hospitality and dedication to truly understanding each guest’s needs will help ensure every stay feels tailored and special. Your calm, proactive approach will set the tone for solving guest queries efficiently, even during the busiest times.

As a leader, you’ll inspire a team that loves what they do, sharing knowledge and coaching team members to help everyone grow. Through your bold, approachable style, you’ll foster an inclusive, collaborative environment where each team member feels valued and empowered to provide exceptional service.

What you’ll bring

• Previous experience in a customer-facing or fast-paced hospitality role
• A genuine enthusiasm for creating extraordinary guest experiences and a desire to continually learn and progress
• A warm, open personality with an empathetic, relatable approach to guest and team interactions
• Strong attention to detail, with a commitment to ensuring every aspect of the guest experience is seamless
• Demonstrated ability to lead and inspire a team through hands-on guidance and support
• The drive to pursue a rewarding career in hospitality, with opportunities for growth and development

If you’re ready to lead a team dedicated to exceptional, warm hospitality, we’d love to hear from you.

What you’ll get in return

As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we’ll take care of you at every step of your journey so that you can take care of our guests.

In fact, we’re so committed to this that our ‘People Promise’ sets out how you can expect us to support you at every step of your application and your career with us. Whether that’s your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.

Career Development & Growth - We’re here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.

Financial Wellbeing – You work hard, so we’ll always help your money work hard for you! Some of the great things you can take advantage of include:

• Wage Stream – You’ll be paid monthly, but have access to your earned salary before payday should you need it
• Discounts & Perks – Savings on 1000’s of retailers, dining, hotel stays, and much more for you and those close to you
• Refer a Friend – Earn up to £1000 when friends join our team
• Interest-Free Loans – Season ticket loans to make commuting easier

Mental & Physical Well-being - We’re here to support your well‑being, whenever and wherever you need it.

• On-Site Mental Health First Aiders
• 24/7 Employee Assistance Line – Free, confidential advice
• Be Well Platform – Our Online fitness and wellness resources
• Gym Discounts & Cycle to Work Scheme

Recognition & Community – We’re proud of everything we achieve, so we always celebrate our extraordinary team and culture.

• ‘Wonderful People’ Awards – Monthly, quarterly, and annual recognition
• Social & Seasonal Events – Fun, inclusive celebrations
• People Council – A platform for every voice
• Paid Volunteering Days – Give back to causes close to you

At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.