Reception Supervisor

Montcalm Collection; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in luxury hospitality is seeking a dedicated Receptionist Supervisor to enhance guest experiences at its prestigious London hotels. This role offers a unique opportunity to lead a talented team, ensuring that every guest is greeted with warmth and receives personalized service throughout their stay. With a focus on training and development, you will play a key role in upholding the high standards of service that Montcalm Collection is known for. If you are passionate about hospitality and enjoy creating memorable experiences for guests, this position is perfect for you.

Benefits

Competitive Salary

28 Holidays including Bank Holidays

Cash-back Health Benefits

Discounted Gym Membership

Regular Training and Development

Awards and Recognition Programme

Annual Parties

Qualifications

• 3+ years experience in a supervisory role in hospitality.
• Strong communication and multitasking skills are essential.

Responsibilities

• Lead and train the receptionist team to ensure exceptional service.
• Oversee front desk operations and resolve guest issues promptly.

Skills

Customer Service

Communication Skills

Problem Solving

Multitasking

Leadership

Education

High School Diploma

Degree in Hospitality

Tools

Microsoft Office

Opera Hotel Management System

Job description

About Montcalm Collection

United by timeless style and peerless service, Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city’s story. The hotels in the collection include a historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. A property with a bold new perspective at Montcalm East, part of Marriott’s Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queen’s Gardens, both part of Design Hotels.

A coveted retreat in the heart of the city Montcalm Royal London House revitalizes a mid-century gem near Liverpool Street. Combining classic charm with modern flair, its tech-equipped rooms overlook Finsbury Square. A serene urban spa and rooftop eatery boasting skyline vistas add to its allure.

Overview

Montcalm Royal London House is looking for a skilled and ambitious Receptionist Supervisor to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests.

Help to shape the Montcalm Collection’s next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

Key Responsibilities

1. Greet all guests with a warm and welcoming demeanour upon arrival.
2. Lead, train, and motivate the receptionist team to deliver exceptional customer service.
3. Ensure that all guests are greeted warmly and receive personalised service at check-in, check-out, and throughout their stay.
4. Resolve guest issues and concerns promptly, ensuring satisfaction and loyalty.
5. Oversee front desk operations, including managing room assignments, reservations, billing, and guest inquiries.
6. Assist with recruiting, onboarding, training, and developing new team members.
7. Work closely with the housekeeping, maintenance, and other departments to ensure smooth hotel operations.
8. Ensure proper documentation of guest information, reservations, and other necessary reports.
9. Assist guests with luggage, valet parking, and provide a brief orientation of hotel facilities.
10. Provide personalized service to VIPs and repeat guests, anticipating their needs and preferences.
11. Offer personalized recommendations for local dining, attractions, and services, tailored to guest preferences.
12. Coordinate special requests and amenities for the guest, including room upgrades, special occasions, VIP services, dining, transportation.
13. Handle guest complaints and issues efficiently, ensuring timely resolution and guest satisfaction.
14. Conduct regular guest interactions to gather feedback and enhance their stay experience.

This job description is designed to outline primary duties and conditions related to the Receptionist position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.

Essential Qualifications and Attributes

1. High school diploma or equivalent required, a degree in hospitality or a related field is preferred.
2. Minimum of 3 years of experience in a similar role is desired.
3. Proven experience in a supervisory role, preferably in a hotel or hospitality setting.
4. Strong verbal and written communication skills, with the ability to engage with guests and staff effectively.
5. Passion for delivering high-quality service and creating memorable guest experiences.
6. Ability to resolve issues and handle guest complaints with tact and professionalism.
7. Strong multitasking abilities and attention to detail in a fast-paced environment.
8. Proficient in Microsoft Office and hotel management systems (experience with Opera preferred).
9. Must be available to work flexible hours, including evenings, weekends, and holidays.

Working Conditions

• Hours, including weekends and bank holidays.
• Physical demands such as being on the feet for long periods of time and manual handling.

Benefits

1. Competitive salary.
2. A supportive, empowering team environment.
3. Benefits platform with various discounts.
4. 28 holidays including eight bank holidays, with more holidays after two-year service.
5. Cash-back health benefits, including optical, dental, chiropractor and physio services.
6. Discounted gym membership.
7. Access to Wellbeing platform and sessions, including EAP.
8. Awards and Recognition Programme.
9. Annual parties.
10. Regular and ongoing training and development, including leadership workshops.

Eligibility

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer

At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note:If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.