Reception Supervisor

Doyle-Collection; City Of London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Generous Service Charge

Holiday allowance increasing with time

Free meals on duty

50% discount at Doyle Collection

Discounted rates at hotels

Training for personal development

Cycle to work scheme

Staff discounts

Life Insurance and Company Pension

Uniform and dry cleaning

Volunteer day per year

Employee Assistance Programme

Incentives and rewards

Team events and parties

Refer a Friend bonus

Job summary

The Marylebone Hotel in London is seeking a Receptionist Supervisor to lead the reception team and ensure a seamless guest journey from arrival to departure. You will supervise day-to-day front desk operations, drive sales targets including upsells and Discovery enrolments, and coordinate with Housekeeping and Accounts to maximise revenue while maintaining brand standards.

Excellent communication, a proactive leadership style, and a track record of delivering outstanding service are required;

Qualifications

• Experience supervising front office staff and ensuring service standards.
• Knowledge of hotel financial procedures and PMS systems.
• Experience managing group bookings and billing.
• Excellent communication and interpersonal skills.
• Strong problem-solving and guest- complaint resolution abilities.
• Sales-driven with a track record of meeting targets.
• High attention to detail and service standards.
• Ability to lead, motivate, and develop a team.

Responsibilities

• Supervise reception staff day-to-day and ensure service standards are followed.
• Set and drive sales targets including upsells and audits.
• Manage check-in/check-out, group bookings, and billing accurately.
• Resolve guest complaints and maintain high satisfaction levels.
• Coordinate with Housekeeping, Guest Experience, and Accounts for smooth operations and revenue.
• Support team training, development, and performance feedback.
• Uphold brand, grooming, and service standards to achieve top guest scores.

Skills

Supervisory experience

PMS systems

Group bookings

Billing

Communication

Problem solving

Sales targets

Attention to detail

Team leadership

Tools

PMS systems

Job description

We’re looking for a Receptionist Supervisor to lead our reception team and deliver an exceptional guest experience from arrival to departure. You’ll be responsible for the day-to-day supervision of reception staff, ensuring all front office functions run smoothly, in line with agreed procedures and standards, while reporting to the Front Office Manager. This is a hands‑on role for someone who thrives on driving performance, maintaining high standards, and leading a team to deliver outstanding service.

Responsibilities:

• Supervise reception staff day-to-day, ensuring procedures and service standards are consistently followed
• Set and drive sales targets, including upsells, Discovery enrolments, and LQA audit performance
• Manage check-in/check-out, group bookings, and billing, ensuring accurate financial and guest records
• Resolve guest complaints and maintain high satisfaction throughout the guest journey
• Coordinate with other departments (Housekeeping, Guest Experience, Accounts) to ensure smooth operations and maximise revenue
• Support team training, development, and performance feedback
• Uphold brand, grooming, and service standards, aiming for top guest survey scores

Skills:

• Previous supervisory experience within a Front Office/Reception environment
• Strong knowledge of hotel financial procedures and PMS systems
• Experience managing group bookings and billing
• Excellent communication and interpersonal skills
• Strong problem-solving and guest complaint resolution skills
• Sales-driven mindset with a track record of meeting targets
• High attention to detail and commitment to service standards
• Ability to lead, motivate, and develop a team

The Perks of working for The Marylebone Hotel:

• Generous Service Charge
• Holiday allowance increasing with length of service up to 25 days
• Free meals on duty
• 50% discount when dining with The Doyle Collection
• Discounted rates when staying in our hotels
• Training dedicated to personal development
• Cycle to work scheme
• Discounts in selected stores and online shops
• Life Insurance and Company Pension
• Complimentary uniform and dry cleaning
• One paid volunteering day per year
• Free access to the Employee Assistance Programme
• Hotel Incentives and rewards
• Staff summer parties, Christmas parties and regular team get togethers
• Refer a Friend bonus scheme

The Marylebone, London

Located just minutes from Oxford Street and in the heart of Marylebone Village, The Marylebone hotel provides easy access to the best that London has to offer. The excitement and buzz of Marylebone Lane, Oxford Street and Park Lane, the world-famous stores of Bond Street and Mayfair and the green spaces of Regents Park and Hyde Park are all just a short walk away.

The Doyle Collection

The Doyle Collection is a carefully curated collection of seven Irish family-owned luxury and urban hotels located centrally in London, Dublin, Washington DC and Cork. What binds our hotels together is the Doyle service ethos - a real warmth and thoughtfulness.

We are proud to say that The Doyle Collection has maintained its listing as one of the 'Best Large Workplaces' with Great Places to Work since 2017. This accolade means that our people are part of a culture of continuous improvement, working for leaders who are committed to the working environment.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Inclusion and diversity are key to us. At The Doyle Collection, where everyone is valued, and everyone is treated with fairness and respect. All our team members have the opportunity to thrive with an equal opportunities employer.