Reception Team Leader

Novotel Hotels; Brentford; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

30% discount in Accor Hotel Restaurant

Discounted hotel rates

Accor Academy

Job summary

Novotel London Brentford is seeking a proactive Front Office Team Leader to drive guest satisfaction and lead our front desk across a multi-hotel site. You will mentor the team, oversee daily operations, and ensure outstanding service at check-in/check-out while collaborating with other departments.

You will guide staff, uphold high standards of presentation in reception, and actively manage guest feedback to maintain a memorable stay.

Qualifications

• Proven experience in a front office or reception role within hospitality.
• Demonstrated leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication and interpersonal skills, with fluency in English.
• Strong customer service orientation with a friendly and professional demeanour.
• Detail-oriented approach with the ability to multitask in a fast-paced environment.
• Proficiency in hotel management systems and computer applications.
• Problem-solving skills with the ability to make quick, sound decisions.
• Knowledge of local attractions and events (desirable).
• Relevant hospitality management qualification (desirable).

Responsibilities

• Provide leadership and guidance to the front office team, fostering a collaborative and goal-oriented environment
• Oversee daily front office operations, ensuring efficient check-in and check-out processes
• Deliver outstanding customer service, addressing guest inquiries and resolving issues promptly and professionally
• Collaborate with other departments to ensure seamless guest experiences throughout their stay
• Train and mentor front office staff, promoting their professional development and enhancing team performance
• Monitor and maintain high standards of cleanliness and presentation in the lobby and reception areas
• Manage shift schedules and allocate tasks effectively to maximise team productivity
• Handle guest complaints and feedback with empathy and professionalism, ensuring timely resolutions
• Implement and maintain standard operating procedures for front office operations
• Assist in managing the department's KPI's and achieving financial targets
• Stay updated on local events and attractions to provide knowledgeable recommendations to guests

Skills

Front office

Leadership

Communication

Customer service

Multitasking

Hotel software

Problem solving

Education

Hospitality management (desirable)

Tools

PMS software

Job description

Company Description

Our mission at Novotel London Brentford is to create memorable moments for our guests, by connecting hearts from arrival to farewell!

As our next Front Office Team Leader, you will provide an amazing welcome for our guests, ensuring their stay with us exceeds their expectations. You will make friends, develop a reputation for outstanding service which puts our hotel on the map!

You’ll be a team player, embracing challenges, with a limitless mindset that reminds all of our guests that we are Accor. You will be supporting the Front Office Team to excel and deliver and will be a core element of our hotel's warm welcome, putting their well‑being at the heart of everything you do while adding your personal touch to their stay. This might mean creating that special sparkle within the rooms, ensuring that special occasions don't go unmissed and are the heart of what we do as hoteliers. You will be a passionate individual, dedicated to continuously improving the quality of the hotel's services.

Job Description

Reception Team Leader

Role

As a Front office Team Leader, you will be working across our multi hotel site playing a crucial role in ensuring exceptional guest experiences whilst leading and motivating our front office team. You will also:

• Provide leadership and guidance to the front office team, fostering a collaborative and goal‑oriented environment
• Oversee daily front office operations, ensuring efficient check‑in and check‑out processes
• Deliver outstanding customer service, addressing guest inquiries and resolving issues promptly and professionally
• Collaborate with other departments to ensure seamless guest experiences throughout their stay
• Train and mentor front office staff, promoting their professional development and enhancing team performance
• Monitor and maintain high standards of cleanliness and presentation in the lobby and reception areas
• Manage shift schedules and allocate tasks effectively to maximise team productivity
• Handle guest complaints and feedback with empathy and professionalism, ensuring timely resolutions
• Implement and maintain standard operating procedures for front office operations
• Assist in managing the department's KPI's and achieving financial targets
• Stay updated on local events and attractions to provide knowledgeable recommendations to guests

Qualifications

• Proven experience in a front office or reception role within the hospitality industry
• Demonstrated leadership skills with the ability to motivate and manage a team effectively
• Excellent communication and interpersonal skills, with fluency in English
• Strong customer service orientation with a friendly and professional demeanour
• Detail‑oriented approach with the ability to multitask in a fast‑paced environment
• Proficiency in hotel management systems and computer applications
• Problem‑solving skills with the ability to make quick, sound decisions
• Knowledge of local attractions and events (desirable)
• Relevant hospitality management qualification (desirable)

Additional Information

Grow your experience anywhere. Explore limitless opportunities across 5000 Accor hotels in over 100 countries

As Part Of Our Team You Can Have

• 30% discount in any Accor Hotel Restaurant (T&C Applies)
• Discounted hotel rates all over the world in Accor Hotels
• Continuously learn and develop yourself with our Accor Academy
• Support your wellbeing in your professional and personal lives

• Participate actively in initiatives to build a more inclusive and sustainable world
• And many more benefits and perks : Our objective is simple: make you grow and give you the spark to unleash your personality

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.