Reception Team Leader

Accor; Birmingham; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Free meals on duty

Uniforms provided

Accor F&B Discount

Accor Friends and Family Rates

Accor Development Program

Cycle to work scheme

Job summary

Accor's Novotel Birmingham Centre is seeking a motivated Reception Team Leader to support the Front Office team. You will ensure warm welcomes for guests, oversee daily front office activities, and drive excellent service while maintaining brand standards.

The role requires previous Front Office or Reception experience in hospitality, strong leadership and communication skills, and a proactive, guest-centric approach in a busy hotel environment.

Qualifications

• Flexible with working hours is essential.
• Good interpersonal skills, guest oriented and service minded.
• Positive with a can-do attitude.
• Good presentation and confident speaking skills.
• Working knowledge of Microsoft Office, Opera.
• Good listening skills and ability to anticipate.
• Well organised
• Team Spirit
• Sales oriented
• Previous experience in the hotel as Reception Team Member / Supervisor
• Working with a fabulous team that are at the heart of the hotel
• Free meals on duty and uniforms provided Accor F&B Discount at any Accor Hotel Worldwide
• Accor Friends and Family Rates
• Accor Development Program
• Cycle to work scheme

Responsibilities

• Supervising and supporting the Reception team during daily operations.
• Ensuring smooth check-in and check-out procedures.
• Delivering excellent guest service and handling guest feedback.
• Training, coaching and motivating team members.
• Supporting upselling, ALL loyalty enrolments and hotel revenue targets.
• Ensuring accurate billing, cash handling and adherence to hotel procedures.
• Working closely with other departments to ensure a seamless guest experience.

Skills

Interpersonal skills

Guest oriented

Service minded

Leadership

Tools

Microsoft Office

Opera

Job description

PROFILE / PERSONALITY

• Provide a friendly and personalised welcome for our guests
• Offer an attentive and personalised service
• Handle any comments made by guests and ensure follow-up
• Convey the image of the brand and the hotel
• Handle and resolve any guest feedback and is able to handle them in the most efficient and satisfying manner
• Greet, check-in, respond to requests and settle accounts while providing exceptional service
• Take initiative to add a personalised experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
• Front Office operations including nights
• Welcomes guests as soon as they arrive with care and attention, with a personalised approach
• Handle guest correspondences on telephone, emails, fax, face to face and ensure prompt follow-ups
• Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are available according to arrival times
• To ensure that paymentshandling procedures are followed as per the company policy
• Handle overbooking/out bookings to maximise occupancy
• Be ready to assist at any stage of the guests stay, from welcome to farewell
• Promoting company’s ALL loyalty programme

Provide guidance and support to the Reception team, helping them to achieve their potential and accomplish overall departmental objectives.

Assist in effectively running the front office operations with a hands-on approach.

Help guests and create positive experiences.

Are confident in all aspects of guest relations, receiving and recognising all guests including those who require special attention.

Maintain strong working relationships and communicate with all departments.

Work duty manager shifts as and when required

• Provide guidance and support to the Reception team, helping them to achieve their potential and accomplish overall departmental objectives.

  Assist in effectively running the front office operations with a hands-on approach.

  Help guests and create positive experiences.

  Are confident in all aspects of guest relations, receiving and recognising all guests including those who require special attention.

  Maintain strong working relationships and communicate with all departments.

  Work duty manager shifts as and when required

Work Experience

• Flexible with working hours is essential
• Good interpersonal skills, guest oriented and service minded
• Positive with a can-do attitude
• Good presentation and confident speaking skills
• Working knowledge of Microsoft Office , Opera
• Good listening skills and ability to anticipate
• Well organised
• Team Spirit
• Sales oriented
• Previous experience in the hotel as Reception Team Member / Supervisor
• Working with a fabulous team that are at the heart of the hotel
• Free meals on duty and uniforms providedAccor F&B Discount at any Accor Hotel Worldwide
• Accor Friends and Family Rates
• Accor Development Program
• Cycle to work scheme

Job Description

Reception Team Leader – Novotel Birmingham Centre

We are looking for a motivated, enthusiastic and customer-focused Reception Team Leader to join our Front Office team at Novotel Birmingham Centre.

In this role, you will support the day-to-day operation of Reception, lead and motivate the team, and ensure every guest receives a warm welcome and an excellent experience. You will oversee daily front office activities, support team training and development, handle guest enquiries and complaints professionally, and ensure hotel standards and procedures are consistently maintained.

The ideal candidate will have previous Front Office or Reception experience within hospitality, strong communication and leadership skills, a positive attitude and the ability to lead by example in a busy hotel environment.

Qualifications

Key responsibilities include:

Supervising and supporting the Reception team during daily operations.

Ensuring smooth check-in and check-out procedures.

Delivering excellent guest service and handling guest feedback.

Training, coaching and motivating team members.

Supporting upselling, ALL loyalty enrolments and hotel revenue targets.

Ensuring accurate billing, cash handling and adherence to hotel procedures.

Working closely with other departments to ensure a seamless guest experience.

Additional Information

If you are passionate about hospitality, enjoy leading people and are ready to take the next step in your career, we would love to hear from you!