Position: Reception Team LeaderDepartment ReceptionReports To: Reception ManagerThe Reception Team Leader plays a key supervisory role within the Reception Team, ensuring smooth day‑to‑day reception operations while delivering outstanding guest service. The role supports the Reception Manager and assumes operational responsibility in their absence, ensuring consistency, efficiency, and a professional guest experience at all times.Key Responsibilities & DutiesOperational LeadershipReview all bookings, room allocations, and daily task lists to ensure full preparation for guest arrivals.Oversee daily reception operations, ensuring high standards of service delivery.Ensure hotel rooms are opened and correctly yielded on the hotel website and third‑party channels, with particular focus on peak periods and weekends to maximise sales.Carry out day‑to‑day ad hoc duties as required to support the smooth running of the front office.Team Support, Training & DevelopmentAssist with training, mentoring, and supporting reception team members to maintain service standards and operational consistency.Promote a positive, professional, and guest‑focused work environment.Deputising for Reception ManagerAssist with responsibility for reception operations in the absence of the Reception Manager.Assist with manage payroll preparation and team rostering during periods of managerial absence.Handle guest issues and complaints professionally, ensuring timely resolution and guest satisfaction.Financial & Administrative DutiesBalance concert tickets, ticket allocations, and associated payments accurately.Ensure daily cash handling, reconciliation, and reporting procedures are followed in line with hotel policy.Provide general administrative support to the Reception Team and wider hotel team as required.Reservations & CQ OversightOverlook Crown Quarter on days when no reservations team member is onsite.Ensure booking queries, amendments, and confirmations are handled efficiently and accurately.Guest ExperienceProactively manage guest interactions, addressing issues promptly and professionally.Uphold the hotel's service standards and brand values at all times.Act as a key escalation point for reception‑based guest concerns.Key Skills & CompetenciesStrong leadership and team‑management skillsExcellent communication and interpersonal abilitiesProven guest service and problem‑solving skillsStrong organisational and time‑management skillsHigh attention to detail, particularly in bookings, allocations, and financial balancingAbility to work calmly and efficiently under pressureFlexibility in the shifts and hours required to workExperience & QualificationsMinimum of 2 years reception experience is essential for this rolePersonal AttributesProfessional and approachable mannerStrong sense of responsibility and accountabilityFlexible and adaptable to changing operational needsPositive attitude with a hands‑on approach