Reception Team Leader

Sutton Hotel Collection; England; On-site; GBP 26,000 - 35,000; Full time

Job summary

Join the Sutton Hotel Collection as a Front Office Team Leader, where you'll be a key ambassador responsible for delivering a warm welcome and exceptional service to guests. Lead the reception team, ensuring efficient operations and a guest-centric atmosphere while enjoying benefits like free hotel breaks and generous learning opportunities. We value inclusivity and seek individuals who are passionate about hospitality.

Benefits

Free Hotel Breaks

Leisure Passes

Enhanced Maternity and Paternity Leave

Membership in Institute of Hospitality

Learning and Development Opportunities

Health Assured Service

Subsidised Learning Courses

Free Meals on Duty

Complimentary On-Site Parking

Regular Social Events

Qualifications

• Experience in hotel front office or reception role in luxury environment.
• Excellent verbal and written communication skills.
• Strong attention to detail and organizational skills.

Responsibilities

• Lead and motivate Front Office team for seamless guest experience.
• Deliver exceptional customer service and resolve queries.
• Develop and review Standard Operating Procedures.

Skills

Customer Service

Leadership

Organizational Skills

Communication

Tools

Property Management Systems

Job description

The Castle Hotel Windsor is situated amongst some of the most historic examples of architecture in the United Kingdom. The hotel itself dates back to 1528 and sits opposite the magnificent Windsor Guildhall, with royal attractions such as Windsor Castle and St. George’s Chapel both within easy reach for guests who are eager to immerse themselves in all that Windsor has to offer.

About Sutton Hotel Collection

The Sutton Hotel Collection is a privately-owned group of historic hotels, each situated in outstanding locations. Our brand is still young, but our vision has always been clear; to create a brand that places its people at the heart of the business, plays an active role in local community, genuinely cares about it's guests, and consistently delivers an effortless yet authentic and superior level of service.

Owned by the Sutton family, who are passionate about being an employer of choice, we are committed to developing one of the leading upper four-star hotel brands in the UK. As we continue this exciting journey, we invite you to be part of our next chapter. Being a family-owned group, by extension, our people are our family. We recognise how much our people invest in us, in turn, we offer exceptional learning opportunities, as well as best-in-class benefits for our team.

Our Benefits

Benefits

We want to share the Sutton Hotel Collection’s values of generosity, kindness and contribute towards the happier lives of you, our people. Here are some of the benefits you will receive, when you join us:

• Free Hotel Breaks - From the first day of service, you can benefit from two free breaks of one/two days in any Sutton Hotel Collection hotel, in a 12-month period.
• Leisure Passes - We encourage you to enjoy your time off work and will contribute £150 towards a membership at a leisure centre or with associations such as the National Trust.
• Enhanced Maternity and Paternity Leave (26 weeks at 90% for expectant mothers, four weeks leave at 90% for fathers)
• Institute of Hospitality - We will pay for your membership, creating avenues for learning, coaching and mentoring.
• Learning and Development - An extensive range of training opportunities are available to facilitate your personal development.
• Health Assured - A confidential service offering CBT therapy, up-to-date information, support and advice on a broad range of subjects.
• Subsidised Learning Courses - We encourage your learning and development so would like to contribute to courses you would like us to explore.
  
  

We also provide you with all the basic benefits such as free nutritious and tasty meals on duty, complimentary on-site parking, uniform, regular on and off-site social events and celebrations and cycle scheme.

Our Opportunity

As a Front Office Team Leader, you will be a key ambassador for our hotel, delivering a warm and professional welcome to all guests. You will lead by example, overseeing the daily operations of the reception team to ensure smooth, efficient, and guest-centric service.

Key Responsibilities

• Lead, support, and motivate the Front Office team to ensure a seamless guest experience from check-in to check-out.
• Deliver personalized and exceptional customer service, resolving guest queries and concerns promptly and professionally.
• Provide structured training to new and existing team members, fostering a culture of continuous learning and service excellence.
• Develop, write, and regularly review Standard Operating Procedures (SOPs) to ensure consistency and compliance with hotel standards.
• Monitor front desk operations, ensuring adherence to procedures and high service quality.
• Act as the point of contact for escalated guest issues and collaborate with other departments to resolve them quickly.
• Ensure the front office area maintains a clean, organized, and welcoming environment at all times.
• Support the Front Office Manager in performance evaluations, scheduling, and day-to-day administrative tasks.
  
  

Requirements

• Previous experience in a hotel front office or reception role, preferably in a luxury four or five-star environment.
• Strong knowledge of hotel PMS (Property Management Systems); prior experience with Infor HMS is a plus.
• Excellent verbal and written communication skills.
• Immaculate personal presentation and a warm, professional demeanour.
• Ability to stay calm under pressure and multitask in a fast-paced environment.
• Demonstrated leadership skills with the ability to train, inspire, and guide team members.
• Strong attention to detail and organizational skills.
• A proactive approach to problem-solving and continuous improvement.
  
  

Our People

At the Sutton Hotel Collection, we believe that work should be a place where everyone feels valued, supported, and truly belongs. We recognise the responsibility we have in shaping our employees' experience. Our vision is to create an environment where every team member feels cared for, trusted, and empowered to be themselves.

We are committed to fostering an inclusive culture where everyone can thrive, contribute, and feel a true sense of belonging. We welcome applicants from all backgrounds and strive to make our recruitment process as accessible as possible, including making adjustments for those who need additional support. If you would like us to make any reasonable adjustments during the application process, please let us know by contacting Maxine Pierrepont at [e-mail] or by calling 01753 851577. Join us in building a more inclusive future together.

Our Ethos

At Sutton Hotel Collection, we recognise our responsibility to the planet and have committed to reducing our impact on it. Our dedicated team are actively working towards ESG initiatives and we hope that you can be part of our long-term sustainability journey.