Reception Supervisor

LGH Hotels Management Ltd; Chester; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Employee discounts on rates

Shopping discounts

Eye care

Free legal & money advice

Counseling sessions

Hospital & death benefit plans

Cycle to work scheme

Wellbeing resources

Free meals on duty

Free parking

Job summary

The Queen at Chester Hotel, managed by LGH Hotels Management Ltd, is seeking an experienced Hotel Reception Supervisor to lead the Front Office team and ensure guests receive a warm, seamless experience. You will supervise reception operations, support staff, and coordinate with Reservations, Housekeeping and Maintenance to deliver outstanding service.

As a visible leader, you will set high standards, handle guest inquiries professionally, and contribute to a positive, well-organised environment

Qualifications

• Has experience in a hotel reception or front office role and is ready to step into a supervisory position.
• Enjoys supporting and guiding others while remaining hands-on in service delivery.
• Leads naturally through calm communication, professionalism and example.
• Understands that confident teams create positive guest experiences.
• Is comfortable balancing operational responsibilities with people-focused leadership.

Responsibilities

• Supervise the daily operation of the hotel reception, ensuring high standards of service and professionalism.
• Support, guide and motivate the reception team, helping colleagues feel confident and engaged.
• Coordinate with Reservations, Housekeeping and Maintenance to ensure a smooth guest journey.
• Handle guest complaints and enquiries calmly and professionally, ensuring timely resolutions.
• Monitor occupancy levels and support staffing to meet operational needs.
• Ensure accurate billing and payment processes are followed consistently.
• Support the hotel’s online reputation by responding to guest reviews and feedback.

Skills

Hotel reception experience

Leadership

Front office

Job description

The Queen at Chester Hotel

Check out the hotel on our virtual tour!

The Opportunity

We are seeking an experienced and motivated Hotel Reception Supervisor to join our Front Office team. This is a key, hands‑on leadership role where you will support the smooth running of the reception desk while helping both guests and colleagues feel confident, supported and well cared for.

As a visible and approachable presence at the front of the hotel, you will lead the reception team by example, setting clear standards and creating a calm, positive environment.

Your focus will be on ensuring guests receive a warm, seamless experience, while the team feels motivated, organised and able to perform at their best.

Key Responsibilities

• Supervise the daily operation of the hotel reception, ensuring consistently high standards of service and professionalism
• Support, guide and motivate the reception team, helping colleagues feel confident, capable and engaged
• Coordinate effectively with departments such as Reservations, Housekeeping and Maintenance to ensure a smooth guest journey
• Handle guest complaints and enquiries calmly and professionally, ensuring positive and timely resolutions
• Monitor occupancy levels and support effective staffing to meet operational and commercial needs
• Ensure accurate billing and payment processes are followed consistently
• Support the hotel’s online reputation by responding appropriately to guest reviews and feedback

Benefits

• Our enviable employee discounts on bedroom rates across our Best Western hotel portfolio.
• Shopping discounts - ranging from groceries, fashion, travel, utilities, days out, and even holidays.
• Eye care
• Free legal & money advice
• Counseling sessions
• Hospital & death benefit plans
• Cycle to work scheme
• Wellbeing tips and support fitness videos
• Recipe ideas
• Advice on keeping active and healthy living
• Wellbeing podcasts and tv
• Breathing exercises
• 24/7 advice and support line
• Team reward & recognition
• Free meals on duty
• Free parking

Who Is This Role For?

This Role Is Ideal For Someone Who

• Has experience in a hotel reception or front office role and is ready to step into a supervisory position
• Enjoys supporting and guiding others while remaining hands‑on in service delivery
• Leads naturally through calm communication, professionalism and example
• Understands that confident teams create positive guest experiences
• Is comfortable balancing operational responsibilities with people‑focused leadership
• Takes pride in maintaining standards, solving problems and supporting guest satisfaction
• Values teamwork, collaboration and clear communication across departments

If you are someone who enjoys being a steady, supportive presence at the heart of the hotel, helping guests feel welcome while enabling your team to succeed, this Hotel Reception Supervisor role could be an excellent next step.

Hotel

Welcome to the original railway hotel. Since 1860, we’ve been creating wonderful experiences for discerning travellers. Situated at the gateway to Chester, we offer a stylish escape, a place to rest from your journey, and a luxurious, well-connected base to explore Chester and beyond.

Our hotel is renowned for its rich heritage and stunning public areas, where you can enjoy great food, afternoon teas, and signature cocktails. Don’t miss our hidden gem, the terrace, a tranquil oasis in the heart of the city.

Built opposite Chester station to serve first‑class rail passengers, this hotel has an illustrious past. This magnificent brick and stucco Italianate building was considered the first skyscraper of its time. Since opening in 1860, it has hosted notable guests such as Charles Dickens, Cecil Rhodes, and Lillie Langtry.

All 218 bedrooms feature superfast Wi‑Fi, a TV, and 24‑hour room service. The hotel also offers 8 conference rooms, ideal for any event, meeting, or wedding.

About Us

Looking for an exciting career in the hospitality industry? Look no further than LGH Hotels Management! With a growing portfolio of 42 hotels throughout the UK, including globally recognised brands such as Crowne Plaza, Holiday Inn, and Best Western, all located in prime locations, we are the premier destination for those seeking a fulfilling career in hospitality. Join our dynamic team and be a part of shaping the future of the UK hospitality industry.