Reception Team Leader

Como Metropolitan London; City of Westminster; Vor Ort; GBP 26.000 - 32.000; Vollzeit

Benefits dieser Stelle

Worldwide staff discounts

3 complimentary nights per year

Discounted Nobu London dining

Service charge on salary

Company sick pay

28 paid holidays

Recommend a Friend scheme bonus

Career development opportunities

Wellness and engagement activities

Employee Assistance Programme

Zusammenfassung

Como Metropolitan London is seeking a proactive Reception Team Leader to supervise day-to-day operations at the Front Office. You will ensure guest check-in/out efficiency, uphold LQA standards, and supervise reception staff while collaborating with Reservations, Concierge, F&B and Housekeeping.

This role requires strong English communication and a professional, well-presented appearance. Knowledge of OPERA PMS or CLOUD is essential to deliver consistent guest experiences.

Qualifikationen

• Experience in reception and using OPERA PMS or CLOUD.
• Strong English communication skills, both written and spoken.
• Proactive, guest-focused with a professional appearance.

Aufgaben

• Provide prompt and efficient room registration and check-out.
• Be knowledgeable about hotel outlets, timings and services.
• Handle guest queries and complaints with courtesy; escalate when needed.
• Assist with SOPs, LQA standards and frontline guest relations.
• Oversee reception staff and ensure smooth day-to-day operations.

Kenntnisse

Reception experience

Excellent English

Tools

OPERA PMS

CLOUD

Jobbeschreibung

COMO Hotels and Resorts are an award-winning, family-owned group of 20 hotels and resorts worldwide; each one different to the other but sharing the same heart: a deep commitment to holistic wellness, exceptional nutrition-rich cuisine, and inspiring destinations that honour the spirit of place.
COMO Metropolitan London is an inner city property stripping back to the non-essential elements of a traditional hotel. The result is an urban retreat that is cool, accessible and sophisticated. COMO Metropolitan London is a 144 bedroom property with 19 private residences situated in the Heart of Mayfair.

Role

The Reception Team Leader follows all administrative functions given by the Front Office and assists Hotel guests whenever possible. He/she supervises the day to day operations on the reception and ensures that policies and procedures are followed, ensures every guest receives service that is consistent and in line with the COMO Metropolitan London mission statement.

Tasks / Responsibilities

• Provide our guest with
  prompt and efficient room registration and check out according to the policy
  and procedure for registration
• Having a full
  understanding of the LQA Standards
• Answer calls in a
  polite and professional manner following LQA Standards and SOPs
• Be completely
  knowledgeable of our product, and timings for our outlets and services
• Handling cash and
  foreign currency exchange.
• Handle guests’
  complaints or problems in a polite and helpful manner or elevate to a superior
  if required
• Offer guests
  information about the Hotel outlets, their opening, closing times and products
  on offer
• Attend, and give, hand
  over at the end and start of your shift. Checklists to be completed during and
  at the end of each shift
• Monitor general inbox
  on each shift and response to guest query
• Works towards
  departmental daily/monthly goals to meet the required target, including COMO
  Club enrolments, upsell, LQA, online reputation and cross selling the spa and
  other hotel facilities
• Work closely with the
  other departments, including Reservations, Concierge, F&B and Housekeeping
  to ensure guest expectations are met
• Ensure the reception
  area is keep clean and tidy at all times
• Ensure your float is
  kept to the specified amount and do not allow shortages to occur
• Know the local
  shopping areas, restaurants, bars and places of interest in order to give
  accurate information and advice guests
• Conduct oneself in
  such a manner as to reflect the COMO Metropolitan London mission statement. Set
  an example for staff to emulate and act as a role model
• Supervise and Support
  Receptionists: Oversee the daily duties of reception staff, ensuring adherence
  to SOPs and LQA standards, while providing guidance and support.
• Oversee stationary par
  levels and order what is needed both weekly and fortnightly
• Mentor and Train Team:
  Provide training for new staff on hotel procedures, systems, and LQA standards,
  provides mock-up examples and facilitate ongoing development for existing team
  members.
• Lead by Example in
  Guest Service Excellence: Demonstrate exceptional guest service and model LQA
  standard behaviours for the team, setting a high standard for guest
  interactions.
• Ensure that credit
  checks are followed on each shift, and inform the Manager on duty of credit
  risk guests
• Works towards
  departmental daily/monthly goals to meet the required target (i.e. – Upsell
  targets, LQA targets etc.)

Essential Attributes

• Previous experience in
  Reception, and with OPERA PMS or CLOUD
• Proactive in approach
  with self-driven attitude
• Excellent spoken and
  written English
• Excellent Social and
  Communication skills
• Well-presented and
  groomed

Why Join Us?

• Worldwide discounts at all COMO Hotels & Resorts including Family & Friends discounted rates.
• 3 complimentary nights per year at any COMO Hotels & Resorts; worldwide.
• Discounted dining rate at Nobu London and
  Labombe by Trivet.
• Service Charge on top of your monthly salary payment.
• Company Sick Pay.
• 28 paid days holiday per year, increasing with
  service.
• Earn up to £450 through our Recommend a Friend scheme.
• Career development and growth opportunities.
• A calendar of wellness & engagement activities.
• Access to our Employee Assistance Programme which includes financial advice and mental health support.