Reception Team Leader

Surya Hotels; Paglesham East End; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Tronc - TIPS !!

Increasing annual leave – up to 33%

Flexible working hours

Up to 50% off meals and stays acrossUK

On site parking

24/7 Employee Assistance Programme

Stream access – draw or save your wage

Development programmes

Apprenticeships, training and internal

Bike to work scheme

Retail and supermarket discounts

AE Pension

Job summary

Flying Trade Group is seeking a Reception Team Leader for Dragonfly Hotel, Bury St Edmunds. Lead a front-of-house team, deliver outstanding guest experiences, and ensure smooth check-in/check-out processes while driving upselling and cross-department collaboration.

You will coach and develop colleagues, manage rotas, and act as Duty Manager when needed, ensuring presentation and service standards meet brand expectations across our East Anglia hotels.

Qualifications

• At least 2 years’ experience in a hotel reception environment.
• Experience leading or supervising a team.
• Excellent customer service and communication skills.
• Experience creating staff rotas and managing day-to-day operations.
• A positive, proactive, and hands-on approach.
• Strong problem-solving and guest recovery skills.
• Confidence in handling guest queries and complaints.
• The ability to motivate, coach, and develop team members.
• A passion for exceeding guest expectations.

Responsibilities

• Leading and inspiring the reception team to deliver outstanding guest experiences.
• Welcoming guests with a friendly, professional, and positive attitude.
• Managing guest check-ins and check-outs smoothly and efficiently.
• Supporting your team through coaching, training, and leading by example.
• Handling guest feedback and resolving issues with confidence and care.
• Driving upselling opportunities and promoting hotel facilities, events, and services.
• Creating and managing reception rotas to ensure excellent coverage.
• Supporting hotel operations as a Duty Manager when required.
• Maintaining high standards of presentation, professionalism, and compliance.
• Working closely with other departments to ensure a seamless guest journey.

Skills

Team leadership

Guest service

Front desk operations

Rotas

Upselling

Job description

Be the Face of the Hotel. Lead the Team. Create Memorable Experiences.

We’re looking for a Reception Team Leader to join our hotel team at our Dragonfly Hotel, Bury St Edmunds, to help create outstanding first and last impressions for every guest who walks through our doors. If you’re passionate about hospitality, enjoy motivating others, and can turn a guest’s stay from good to unforgettable, we’d love for you to be part of our team!

As our Reception Team Leader, you’ll be at the heart of hotel operations, ensuring our front‑of‑house team delivers exceptional service every day.

What You’ll Be Doing as Our Reception Team Leader:

• Leading and inspiring the reception team to deliver outstanding guest experiences.
• Welcoming guests with a friendly, professional, and positive attitude.
• Managing guest check-ins and check-outs smoothly and efficiently.
• Supporting your team through coaching, training, and leading by example.
• Handling guest feedback and resolving issues with confidence and care.
• Driving upselling opportunities and promoting hotel facilities, events, and services.
• Creating and managing reception rotas to ensure excellent coverage.
• Supporting hotel operations as a Duty Manager when required.
• Maintaining high standards of presentation, professionalism, and compliance.
• Working closely with other departments to ensure a seamless guest journey.

What We’re Looking For in Our Reception Team Leader:

• At least 2 years’ experience in a hotel reception environment
• Previous experience leading or supervising a team
• Excellent customer service and communication skills
• Experience creating staff rotas and managing day-to-day operations
• A positive, proactive, and hands-on approach
• Strong problem-solving and guest recovery skills
• Confidence in handling guest queries and complaints
• The ability to motivate, coach, and develop team members
• A passion for exceeding guest expectations

What we offer you:

• Tronc - TIPS !!
• Increasing annual leave – up to 33 days!
• Flexible working hours
• Up to 50% off meals and stays across our UK hotels
• On site parking - where available
• 24/7 Employee Assistance Programme – support whenever you need it
• Stream access – draw or save your wages as you earn!
• Development programmes to help you rise into a true 'Hospitality Superstar'
• Apprenticeships, training and internal promotion opportunities
• Bike to work scheme
• Retail and supermarket discounts
• AE Pension

As a Company within Flying Trade Group's family of businesses we own and run 15 hotels and bars throughout East Anglia and Surrey. We're a diverse and dynamic Group, come join the family!