Reception Supervisor - Lead Front Desk & Guest Experience

Indigokwest; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Pension with company contributions

50% discount in restaurants and Spa

Team member and Friends & Family rates

Complimentary stay after probation

IHG Employee rate across 6000 hotels

Discounts on benefits platform

Healthcare cash plan

Interest-free season ticket loan

Employee Assistance Programme - 24/7GP

Development programmes and growth

Bike to work scheme

Recommend a Friend incentive

Free meals on duty

Social squads and recognition schemes

Job summary

Hotel Indigo K West Shepherd's Bush is seeking a Reception Supervisor to lead a Front of House team on shift. You will ensure smooth check-ins/check-outs, warm welcomes, and memorable guest experiences while coaching a cohesive team on service standards.

You will be on the floor, drive upsells and daily revenue targets, and maintain room allocations, billing, and guest profiles. This role requires flexibility to work 40 hours over 5 days in a weekly rota.

Qualifications

• Front Office or Reception experience in a hotel or lifestyle property
• Supervisory or shift leader experience (or ready for the step up)
• Knowledge of general hotel systems (Opera Cloud preferred)
• Strong interpersonal and communication skills
• The ability to manage priorities and support others through busy shifts
• A flexible approach to working patterns, including nights. weekends and public holidays
• An eye for detail and passion for great service!

Responsibilities

• Be the point of calm: Oversee the Front of House during your shift, supporting the team with check-ins, check-outs, luggage support, guest enquiries, and handling any issues with efficiency and empathy.
• Deliver high standards: Ensure all guest interactions reflect our service culture and brand promise. Monitor and maintain SOPs, LQA and IHG standards.
• Lead the team: Train, coach, and motivate Front Desk Receptionists, ensuring consistent performance and a warm, cohesive environment.
• Drive results: Support upselling initiatives and drive daily revenue targets including room upgrades, breakfast sales, and positive guest review mentions.
• Stay in control: Ensure accuracy with room allocations, billing, audit processes, guest profiles, and Front of House reporting.
• Own the handover: Communicate key updates to incoming teams and other departments to ensure a seamless guest journey.
• Be visible: Take initiative in guest recovery situations, assist with VIP arrivals, and act as a role model on the desk.

Skills

Front Office experience

Leadership

Communication skills

Flexibility

Attention to detail

Tools

Opera Cloud

Job description

Hotel Indigo K West Shepherd's Bush is seeking a Reception Supervisor to lead a Front of House team on shift. You will ensure smooth check-ins/check-outs, warm welcomes, and memorable guest experiences while coaching a cohesive team on service standards.

You will be on the floor, drive upsells and daily revenue targets, and maintain room allocations, billing, and guest profiles. This role requires flexibility to work 40 hours over 5 days in a weekly rota.