Reception Supervisor

Poolhouse; Greater London; On-site; GBP 16,820 - 24,796; Part time

Benefits offered by this job

Employee Success Share Scheme

Free Health Assured EAP membership

Monthly Employee rewards

Medicash Health Cash plan

Wagestream access

Paid volunteer day

Free nutritious meals

Job summary

A hospitality service provider in Greater London seeks a Reception Supervisor to manage front desk operations and ensure exceptional guest experiences. This role involves leading the host team, handling bookings, and ensuring the reception area is welcoming and efficient. Ideal candidates will have experience in guest services, excellent communication skills, and a calm demeanor under pressure. This position offers competitive pay and various employee benefits including health support and monthly rewards.

Qualifications

• 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.
• Meticulous attention to detail in presentation, notes, and handovers.

Responsibilities

• Lead the host team on shift to deliver a world-class welcome and farewell.
• Manage guest flow during busy periods and allocate tables.
• Handle escalations, guest complaints, and special requests professionally.

Skills

Experience in guest services

Calm under pressure

Excellent communication

Proficient with booking software

Attention to detail

Conflict resolution skills

High personal standards

Tools

Bookings/guest-management software

Job description

Reception Supervisor

Location: London, Liverpool Street

Department: Host

Compensation: £12.21 - £18.00 per hour

Start date: February 2026

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 Looks Like

• 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.

Career Path

• Reception Manager
• Events & Bookings Coordinator

Key Responsibilities

• 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.

Skills, Knowledge & 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

• 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