Reception Team Leader: Elevate Guest Experience

Edwardian Group; Manchester; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

28 days Holiday per annum including BH

Complimentary hot meals and beverages

Annual complimentary night stays

Staff discounts

Job summary

Edwardian Manchester Hotel is seeking a Receptionist to join our Front of House Team. Lead and support the Reception team to deliver exceptional guest service, manage arrivals and departures, and ensure smooth daily operations.

You will coach colleagues, handle guest enquiries with empathy, and work closely with other departments to create a seamless guest journey. Previous hotel front desk or supervisor experience is preferred.

Qualifications

• Previous experience in a Reception Supervisor, Reception Team Leader, or Front Office role within a hotel environment.
• A passion for delivering exceptional guest experiences.
• Excellent communication and interpersonal skills.
• Strong leadership abilities with experience motivating and developing team members.
• Confidence in resolving guest queries and managing challenging situations.
• Good organisational and problem-solving skills.
• A proactive and positive attitude with the ability to work under pressure.
• Knowledge of Opera PMS is advantageous but not essential.

Responsibilities

• Lead, motivate, and support the Reception team to deliver exceptional guest service at all times.
• Act as a role model, demonstrating outstanding service standards and professionalism.
• Assist with the daily operation of the Front Desk, ensuring smooth and efficient guest arrivals and departures.
• Handle guest enquiries, feedback, and complaints with confidence and empathy, ensuring positive outcomes.
• Support the Reception Manager in coaching, training, and developing team members.
• Monitor service standards and identify opportunities to improve the guest experience.
• Ensure all procedures and brand standards are followed consistently.
• Work closely with other hotel departments to provide a seamless guest journey.
• Assist with departmental administration, rota planning, and operational reporting where required.

Skills

Communication

Leadership

Guest experience

Interpersonal skills

Organisational skills

Problem-solving

Proactive attitude

Opera PMS knowledge

Job description

Edwardian Manchester Hotel is seeking a Receptionist to join our Front of House Team. Lead and support the Reception team to deliver exceptional guest service, manage arrivals and departures, and ensure smooth daily operations.

You will coach colleagues, handle guest enquiries with empathy, and work closely with other departments to create a seamless guest journey. Previous hotel front desk or supervisor experience is preferred.