Reception Supervisor

Middle Eight; Greater London; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

28 days holiday including bank hols

Colleague hotel rates across Axiom

Complimentary meals on duty

Uniform dry cleaning

Annual Axiom Xcape stay after 1 year

Wagestream access

Employee Assistance Line

Rewards portal discounts

Referral bonuses from £250

Training and career development

Job summary

Middle Eight in London’s Covent Garden seeks a Reception Supervisor to lead a shift and deliver five-star service with a personal touch. You’ll set the desk standard, welcome guests warmly and ensure smooth check-ins and departures.

Reporting to the Front Office Manager, you’ll mentor front desk colleagues, assist with rotas and training, and handle guest questions with empathy in a luxury five-star setting. Salary £30,284.80 p.a. plus service charge.

Qualifications

• Previous experience in a hotel Reception or Front Office is essential.
• Experience supervising shifts or coaching colleagues is an advantage.

Responsibilities

• Welcome guests with warmth and confidence, creating a personal experience from arrival to departure.
• Remember names, notice preferences and turn thoughtful details into memorable stays.
• Supervise daily Reception operations, including check-ins, check-outs, payments and records.
• Lead by example during busy periods and provide practical guidance to the team.
• Assist with rotas, training and appraisals to build confidence and consistency.
• Handle questions and complaints with empathy and ensure timely follow-up with relevant departments.

Skills

Guest service

Team leadership

Communication

Problem solving

Job description

Salary: £30,284.80 per annum plus service charge
Job Type: Permanent
Hours: Full-time
Town: London

Middle Eight is a new, 180 room lifestyle luxury hotel with purpose in Covent Garden. We're a relaxed, welcoming, city hotel that offers more than just a room for the night - we offer a holistic experience that changes throughout the day; spaces that not only reflect our local communities, they are part of the fabric of the community, they draw people in and inspire a feeling of belonging.

We're proud of our heritage and surroundings for a very good reason. The hotel stands on the location of Kingsway Hall. Until recently, this address was home to one of the country's foremost recording venues. The hotel reflects the performance culture of Covent Garden and adds to it through performance spaces of its own.

GOOD WITH PEOPLE? WE SHOULD TALK.

At Middle Eight, we value that instinct just as much as experience. We're looking for a Reception Supervisor who's confident leading a shift, genuinely enjoys meeting people and knows how to make five-star service feel personal rather than rehearsed.

Some people have a way of making you feel welcome from the first hello. They remember names, pick up on the little things and make conversation feel easy. And when the lobby gets busy, they keep their cool and help everyone else do the same.

THIS IS MIDDLE EIGHT.

We're a 180-room, five-star luxury lifestyle hotel in Covent Garden, built on the foundations of Kingsway Hall, once a celebrated recording venue. That heritage lives on in our name and in a stay inspired by music: thoughtful design, atmospheric spaces and a mood that moves with the day.

Our approach to service is simple: read the room, not the script.

We give our people the confidence to be themselves, anticipate what guests need and make every interaction count. Stylish and assured, yes. Stiff or formal for the sake of it? No.

RECOGNITION THAT GOES BEYOND A THANK YOU

Alongside salary and service charge, our current Middle Eight incentive framework rewards both commercial initiative and thoughtful guest experiences.

Eligible Front Office colleagues can earn 10% of qualifying incremental revenue from agreed guest upgrades and enhancements, plus £1.50 per qualifying additional lunch cover or £2 per dinner cover generated and realised.

We also recognise named five-star guest reviews through a shared £20 reward pot, award a £25 weekly guest-preference prize to the qualifying winner, and offer £20 for a positive individual name mention in a Mystery Shop or Guest Audit, or a £100 team pot for a department scoring 100%.

Our existing Employee of the Month and Leader of the Month awards are £150 each.

WHAT'S IN IT FOR YOU

• Time to recharge: 28 days' holiday including bank holidays, increasing annually to a maximum of 33 days.
• Explore more: Colleague hotel rates across Axiom Hospitality and up to 50% off Food & Beverage.
• Look after yourself: Complimentary meals on duty and uniform dry cleaning.
• Make yourself at home: A complimentary annual Axiom Xcape stay after one year's service.
• Your wellbeing matters: Wagestream access and an Employee Assistance Line for wellbeing support.
• More to enjoy: Discounts on shopping, restaurants, events and more through our rewards portal.
• Good people know good people: Referral bonuses starting at £250 per successful hire, plus length-of-service recognition.
• Keep growing: Training and opportunities to develop your career within Middle Eight and Axiom Hospitality.

YOUR ROLE

Reporting to the Front Office Manager, you'll help keep Reception running smoothly and lead the team when the manager is away. You'll set the standard on the desk, support your colleagues and take ownership when plans change.

You’ll:

• Welcome guests with warmth and confidence, creating a personal experience from arrival to departure.
• Get to know our guests: remember names, notice preferences and turn thoughtful details into memorable stays.
• Supervise daily Reception operations, including check-ins, check-outs, payments, cashiering, accurate records and clear shift handovers.
• Keep the team focused and supported during busy periods, offering practical guidance and leading by example.
• Help with rotas, training, coaching and appraisals, building confidence and consistency across the team.
• Handle questions and complaints with empathy and good judgement, record feedback and maintenance issues, take ownership of follow-up and involve the Front Office or Duty Manager when needed.
• Work closely with Housekeeping, Concierge, Food & Beverage and other departments to keep the guest experience seamless.
• Recognise opportunities to enhance a stay, from a room upgrade to a restaurant recommendation, always in a way that feels right for the guest.
• Follow hotel procedures and uphold our five-star standards without losing your natural approach.

WHO WE'D LOVE TO MEET

You're outgoing in your own way: approachable, curious, quick to smile and comfortable striking up a conversation. You have a sense of humour, and the judgement to know when to use it.

Perhaps you love travelling, know a brilliant little restaurant, follow London's music and arts scene or simply enjoy hearing people's stories.

What matters isn't how you spend your free time. It's that you're interested in people and have something of yourself to bring to the conversation.

You're also:

• Friendly and intuitive. You know when to chat, when to listen and when to give guests space.
• Assured under pressure. You stay calm, make decisions and help the team find its rhythm when the desk gets busy.
• A natural host. You enjoy sharing the London you know, not reading recommendations from a script.
• A supportive leader. You set clear standards, give constructive feedback and treat colleagues with respect.
• Detail-minded. You care about getting the practical things right because they make the personal touches possible.

Previous experience in a hotel Reception or Front Office team is essential. Experience supervising shifts or coaching colleagues is an advantage, and a five-star or luxury lifestyle background would be welcome — but isn't a requirement.

We're interested in your potential, your judgement and the energy you bring, not just the hotels listed on your CV.

You’ll also need clear spoken and written communication skills and the confidence to work independently.

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and Middle Eight.

THOUGHTFUL BEYOND THE FRONT DESK

Our approach to hospitality extends to the neighbourhood and the planet.

Middle Eight's dedicated Green Team works with Mission: Net Zero, and we're proud to hold Green Tourism Gold and ECOsmart Gold recognition.

We reduce single-use plastics with initiatives including bamboo key cards and refillable toiletries, and support local organisations including Coram's Fields, the Royal Parks charity and Oxfam Covent Garden.

Every department has a part to play.

SOUND LIKE YOUR KIND OF PLACE?

If you love connecting with people, take pride in excellent hotel service and are ready to lead a team with warmth and confidence, we'd love to meet you.

Bring your experience. Bring your ideas. Above all, bring your personality.

Middle Eight is part of Axiom Hospitality, an equal-opportunity employer. We welcome applications from people of all backgrounds and are committed to creating an inclusive workplace where individuality is valued.