Reception Shift Leader: Guest Experience & Training

InterContinental 62s Group plc; Oxford; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Staff Accommodation in Oxford

Meals on duty

28 days holiday including bank ones

Employee discounts

Refer a Friend program

Job summary

voco Oxford Thames invites applications for a Reception Shift Leader on a full-time basis. You’ll lead guest-facing operations at the Front Desk and support Spa & Leisure when needed, delivering a warm, professional guest experience and supervising shifts.

The role emphasizes training, coaching, cross-department coordination, upselling and maintaining a positive team culture across Front Office and Spa & Leisure, with a clear path from team member to team leader.

Qualifications

• Guest-focused with strong service orientation.
• Experience in Reception/Greeting roles.
• Experience handling guest queries/complaints.
• Opera PMS experience is an advantage.
• Willing to learn and work as part of a hotel team.

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 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.

Skills

Guest service orientation

Team leadership

Training & coaching

Opera PMS knowledge

Shift supervision

Communication skills

Tools

Opera PMS

Job description

voco Oxford Thames invites applications for a Reception Shift Leader on a full-time basis. You’ll lead guest-facing operations at the Front Desk and support Spa & Leisure when needed, delivering a warm, professional guest experience and supervising shifts.

The role emphasizes training, coaching, cross-department coordination, upselling and maintaining a positive team culture across Front Office and Spa & Leisure, with a clear path from team member to team leader.