Reception Supervisor

Poolhouse Global Holdings Ltd; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

An exciting hospitality venture in London is looking for a Reception Supervisor to lead the front desk team. You will manage guest reception, coach staff, and ensure a seamless experience for guests. Ideal candidates have substantial experience in guest services and a calm demeanor under pressure, all whilst upholding the company's values. Benefits include health plans, rewards schemes, and free meals.

Benefits

Employee Success Share Scheme

Free Health Assured EAP membership

Perks and Discounts platform

£100 Monthly Employee rewards

Medicash Health Cash plan

Wagestream access

Paid volunteer day

Duvet Day Allowance

Birthdays off

Free nutritious meals

Twice yearly Poolhouse Socials

Qualifications

• Proven experience in a host/reception or guest services role, ideally in a premium, high-volume venue.
• Confident shift leader with skills in conflict resolution and complaint handling.
• Excellent communicator with strong command of bookings/guest management software.

Responsibilities

• Run the reception operation, managing bookings and walk-ins.
• Coach hosts on presentation standards and ensure a seamless guest experience.
• Handle escalations and maintain high presentation standards.

Skills

Guest services experience

Calm under pressure

Excellent communication

Bookings management software

Attention to detail

Conflict resolution

High personal standards

Job description

Be part of something special from the start! We're recruiting now for this exciting role, with a planned start date in January 2026, giving you the perfect time to prepare for your next career chapter. Join the founding team of this brand new concept and make your mark on an exciting fresh venture.

Role Purpose

As Reception Supervisor, you are the on-shift lead for the front desk — bridging the Host team and the Reception Manager. You run the reception operation in real time: setting the tone of welcome, managing bookings and walk-ins, keeping guest flow smooth, and handling escalations with calm professionalism. You coach hosts on the floor, uphold presentation standards, and make sure our guests experience a seamless arrival and farewell that reflects Poolhouse’s values.

Success

• Guests are greeted warmly and seated promptly with accurate wait-time communication.
• Bookings, walk-ins, and special occasions are managed smoothly with minimal queues or bottlenecks.
• Host team follows clear running orders and standards; handovers are accurate and timely.
• VIPs and group bookings are handled with confidence and care, with clear notes in the system.
• Communication with floor, bar, kitchen, and events is proactive and precise.
• Reception area is immaculately presented and guest-ready at all times.
• Positive guest feedback increases; issues are anticipated and resolved early.

Where This Role Can Take You

• Reception Manager
• Events & Bookings Coordinator

Our Way of Working

This role is delivered with care, curiosity, and integrity, in line with our Poolhouse values:

Experience Obsessed | Take Care | Seek Excellence | Integrity | Elite Sports Team Mentality

Skills, Knowledge and Expertise

• Proven experience in a host/reception or guest services role, ideally in a premium, high-volume venue.
• Confident shift leader: calm under pressure, decisive, and solutions-focused.
• Excellent communicator — clear, kind, and direct with guests and teammates.
• Strong command of bookings/guest management software and comfort with digital tools.
• Meticulous attention to detail in presentation, notes, and handovers.
• Skilled in conflict resolution and complaint handling; diplomatic and professional.
• High personal standards: punctual, well-presented, and a role model for Poolhouse values.

Benefits

• Lead the host team on shift to deliver a world‑class welcome and farewell.
• Operate and maintain the bookings/reservations system with accuracy (notes, tags, capacity control).
• Manage guest flow during busy periods; allocate tables and lanes to maximise experience and efficiency.
• Provide on‑the‑floor coaching, feedback, and micro‑training to hosts; support new starter onboarding.
• Deliver or support pre‑shift briefings (standards, VIPs, events, timings, safety notes).
• Handle escalations, guest complaints, and special requests professionally; follow up to closure.
• Liaise closely with floor, bar, kitchen, and events to coordinate timings, turnarounds, and service pace.
• Ensure reception, cloakroom, and entry areas are pristine and guest‑ready; manage lost property per SOP.
• Keep accurate system notes and logs for group bookings, VIPs, incidents, and day‑end handovers.
• Monitor queue management tools and communicate transparent wait times to guests.
• Support event check‑ins and large group arrivals with clear signage, staging, and guest guidance.
• Uphold presentation standards (grooming, tone, etiquette) and model Poolhouse behaviours.
• Follow health & safety, licensing, and data‑privacy procedures relevant to front‑of‑house operations.

Additional Benefits

• Employee ‘Success Share Scheme’
• Free Health Assured EAP membership (counselling, life coaching, legal and financial support)
• Perks and Discounts platform
• £100 Monthly Employee rewards
• Medicash Health Cash plan
• Wagestream access (early pay & savings tools)
• Paid volunteer day for a charity of your choice
• A Duvet Day Allowance
• Birthdays off
• Free nutritious meals at work
• Twice yearly Poolhouse Socials