Reception Shift Leader

Intercontinental Hotels Group; Oxford; On-site; GBP 30,000 - 32,000; Full time

Benefits offered by this job

IHG worldwide employee discounts

Meals on duty

28 days holiday (incl. bank holidays)

Sick pay and life insurance

Wagestream financial wellbeing

Volunteer days

Refer a Friend

Hotel and restaurant discounts

Job summary

voco Oxford Thames is seeking a Reception Shift Leader on a full-time contract to oversee guest reception, check-in/out, reservations and front desk operations across Front Office and Spa & Leisure.

You will train and coach team members, supervise shifts, handle guest queries and complaints, and coordinate with Housekeeping and other departments to ensure smooth daily service and a warm, guest-focused experience.

Qualifications

• Passionate about delivering great service and guest-focused
• Experience in Receptionist, Guest Relations, Concierge roles
• Experience handling guest queries and complaints; Opera PMS is a plus

Responsibilities

• Deliver a warm, professional welcome to guests
• Handle check-in/check-out, reservations, payments and room allocations
• Respond to guest enquiries and complaints; escalate when needed
• Train, coach and support new and existing team members
• Supervise Front Desk operations during shifts
• Provide accurate information about hotel facilities and local area
• Assist with upselling, loyalty programme promotion and bookings
• Coordinate with Housekeeping, Maintenance, F&B, Spa & Leisure
• Support Spa & Leisure reception operations as required
• Promote teamwork, service standards, health and safety

Skills

Guest service

Opera PMS

Team leadership

Shift supervision

Job description

A fantastic opportunity for a Reception Shift Leader to join our team in voco Oxford Thames on a Full-Time contract! This is an exciting role, combining strong guest-facing operational delivery with added responsibility for training, shift supervision, interdepartmental coordination, guest complaint support, and maintaining a positive team culture across Front Office and Spa & Leisure! You will earn £14.31 per hour - equal to £29,764.80 salary Staff Accommodation in Oxford available! At voco, everyone's a host and ready to provide our guests with the relaxed but attentive stay that they desire. We are reliably different, a trusted name offering an informal, non-pretentious stay that leaves our guests with a lasting impression. With a focus on our environment, you will be greeted by environmentally conscious innovations from start to finish. Close to the heart of Oxford, on the banks of the river Thames, lies voco Oxford Thames hotel. With a history dating back to the Middle Ages, the hotel's surroundings have an intriguing story to tell. voco Oxford Thames combines its medieval character with 21st-century style to create a unique setting for memorable meetings, conferences, and weddings alike. Dining at the voco Oxford Thames is a relaxed affair; discover British classics in the restaurant, enjoy pub favourites in the bar, or take afternoon tea either in the conservatory or out on the terrace.

Your Key Responsibilities

• Deliver a warm, professional and efficient welcome to hotel guests, leisure guests, members and visitors
• Carry out check-in, check-out, reservations, payments, billing, room allocations and guest account duties accurately using Opera and relevant systems
• Handle guest enquiries, requests, feedback and complaints professionally, escalating when required.
• Take responsibility for training, coaching and supporting new and existing team members across Front Office and Spa & Leisure
• Supervise the Front Desk operation during assigned shifts, particularly when the Reception Manager and Guest Services Manager are away
• Provide accurate information about the hotel, local area, facilities, Spa & Leisure services, memberships and treatments
• Support revenue opportunities through upselling, IHG Loyalty Programme promotion, membership sales and treatment bookings
• Coordinate with Housekeeping, Maintenance, Food and Beverage, Spa & Leisure and other departments to support smooth daily operations
• Provide operational support at Spa & Leisure reception as required, including smooth running of spa, pool and leisure facilities, ensuring all guest-facing areas remain clean, organised and presentable, while carrying out regular checks and reporting any maintenance, cleanliness or safety concerns promptly
• Promote positive teamwork, high service standards, health and safety compliance, confidentiality and a respectful workplace culture

To succeed as a Reception Shift Leader, you will need

• To be passionate about delivering great service and be guest focused
• Previous experience in Receptionist, Guest Relations, Concierge
• Experience with handling guests queries and complaints
• Experience using Opera PMS is a huge advantage
• To be willing to learn new things and work as part of a wide hotel team

Our Reception Shift Leader enjoy a range of benefits including

• Becoming part of the IHG Hotels & Resorts family, one of the world's leading hotel companies - which means global opportunities!
• Extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice
• Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
• Meals whilst on duty
• 28 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (Pro Rated)
• We provide every employee company sick pay and life insurance
• Amazing discounts for our hotels and restaurants around the world
• Discounts from over 15,000 stores - all the way from retail to cinema
• Don't forget, bring your friends, and take part in our generous 'Refer a Friend' programme!

You must meet the legal requirements to work in the UK. As a Disability Confident Committed Employer, we are committed to providing an inclusive and accessible recruitment process. Please let us know if you require any adjustments or support at any stage, and your recruiter will assist you accordingly. At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.