Reception Shift Leader: Guest Experience & Training

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

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.