Reception Team Leader

Village Hotels; Cheadle; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Gym Membership

Hotel Stays

Food & Drink discount

Friends & Family discount

Retail & Lifestyle discounts

Mental Health support

Job summary

Village Hotels is seeking a Host Team Leader to be the operational right hand to the manager and the energetic face of the hotel. You will bridge digital efficiency and old-school hospitality, supporting the team, resolving guest issues on the spot, and ensuring front of house runs flawlessly during peak times.

Lead the shift, welcome guests, manage reservations, upsell Upper Deck rooms, monitor KPIs, balance daily accounts, and help recruit top performers while modelling the behaviours that

Qualifications

• Strong interpersonal and leadership abilities.
• Experience in front-of-house operations.
• Ability to manage reservations and guest queries.

Responsibilities

• Drive a warm, energetic welcome and assist guests with empathy.
• Manage reservation requests and upsell Upper Deck rooms.
• Track KPIs and monitor impact on hotel budget.
• Recruit high performers and nurture team culture.

Skills

Interpersonal skills

Leadership

Team leadership

Guest service

Tools

Hetras

Rota Horizon

Job description

The Role Outline: Your Shift at a Glance

As our Host Team Leader, you are the operational right hand to the manager and the energetic face of the hotel. You will bridge the gap between digital efficiency and old-school hospitality, jumping in to support the team, resolve guest issues on the spot, and ensure the front of house runs flawlessly during peak times.

Why Village?

At Village, we do hospitality a little differently. We are all about personality, genuine connections, and creating great experiences for our guests and each other. That is why we back our teams to be themselves, take ownership, learn new skills, and grow their careers. Previous experience is great, but your attitude and energy matter much more to us. If you are friendly, positive, love working with people, and enjoy being part of a busy team, we will give you all the support, training, and opportunities you need. Because it really does take a Village.

How the Village Thrives

We live our culture through four simple commitments:

• We Can & We Do: We show up to make a genuine difference and do fantastic work everyday, with purpose.
• We Will: Treat each other with respect and dignity. No ego, no drama. We try our best and look out for each other.
• We Care: We care about our impact on guests, the community, and each other.

Your Shift: What You’ll Actually Be Doing

As our Host Team Leader, you are the engine of the shift. We trust you to handle:

• The Frontline Support: Driving a warm, energetic welcome and ensuring the team assists guests with genuine empathy. You will confidently manage reservation requests, up-sell our Upper Deck rooms, and resolve complaints politely and positively before they escape.
• The Commercial Drive: Working closely with your manager to communicate and hit daily KPIs. You will track quantifiable application velocity metrics to monitor performance, ensuring the team understands their exact impact on the hotel's budget.
• The Systems & Standards: Championing our digital platforms like Hetras to note special requirements and seamlessly balance daily accounts. You will investigate discrepancies, manage staffing levels via Rota Horizon, and ensure the foyer always looks pristine.
• The Team Culture: Creating an engaged environment where the team feels supported. You will help recruit high performers, benchmark success, and role model the behaviours that make our guests want to return.

How We Succeed Together

We do not micromanage. It takes a village, so we believe in Ownership & Integrity, giving you the autonomy to handle your area and make decisions on the fly. We Empower & Elevate our people. If you want Room to Grow, we provide funded qualifications and internal moves. We constantly Innovate & Progress so we can Inspire Excellence and smash our targets together.

Selling Our Benefits

• Gym Membership: 2 x complimentary gym memberships at your home hotel.
• Hotel Stays: Hotel rooms from £20 across 35 hotels.
• Food & Drink: 50% off food and drink for you and up to 5 guests, plus 75% off Sunday dinner for up to 6 people.
• Friends & Family: 2 friends or family members get 25% off F&B, even when you are not there.
• Retail & Lifestyle: Hundreds of brand discounts via the Village app.
• Support: 24/7 Mental Health support via our Employee Assistance Programme.

Think You’ve Got the Right Energy?

We are not looking for perfect CVs, we are looking for great people. If you have exceptional interpersonal skills, love leading by example, and want to help manage a brilliant front-of-house team, we want to hear from you. Bring your personality, your drive, and your ambition.